Latest Operations - ATM Topics

Conditions for customers making EFT claims

10/25/2020

When Reg E does apply, what kind of requirements can we place on the customer? Can we require that they file a police report or prove they have attempted contact with the merchant first?

You can’t change Reg E because you want to

10/18/2020

How can we shorten the time limits in regard to a customer reporting a problem in for Reg E? Our card agreement requires provisional credit in five business days, so we want the customer to be forced to notify us sooner.

Reg E dispute documentation

10/11/2020

If VISA requires a customer letter to file a chargeback for an unauthorized and we do not receive it, can we deny the cardholder’s claim?

Investigating a non-Reg E claim

10/04/2020

If a customer places an order online, but never receives their merchandise, do we have to investigate?

Business debit card disputes

09/27/2020

Since Reg E does not apply to businesses, do we have to investigate a fraudulent business debit card transaction?

Final credit means “final”

09/27/2020

We closed our investigation when we received credit from Mastercard after filing our chargeback. Later the merchant provided information showing that our customer performed the transaction and took the money back. Can we debit the customer’s account?

VISA Merchant contact requirement

09/20/2020

Can we require that a cardholder contact the merchant before opening a claim?

Fraud using Mastercard SecureCode

09/20/2020

Our processor says we don’t have chargeback rights since a purchase was made using Mastercard SecureCode. Can we deny the claim since the cardholder’s password was used?

Fraud using Verified by VISA

09/13/2020

Our processor says we don’t have chargeback rights since a purchase was made using Verified by VISA. Can we deny the claim since the cardholder’s password was used?

Debit Card Dispute Documentation

09/13/2020

Can we require a copy of a customer’s receipt if they are disputing the amount of a charge?