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Vendor Guru Q&A - Operations

Electronic Management of SAR Files

Latest Operations - Visa/MC Rules Topics

Deny Dispute if PIN Verified and Chip Read?

10/01/2017

EMV chip card read at the ATM. We have the information that the chip was read and now the customer is claiming unauthorized ATM withdrawals. Can we deny this dispute since the pin was verified and the chip was read? Are we still in compliance?

Provisional Credit Dispute-Customer and Merchant

06/11/2017

If a consumer made a debit card purchase with a furniture company and cancelled it within their 48 hours, how long should it take to obtain a credit/refund? In this case the company failed to issue a credit back and the consumer contacted the bank to dispute the change on 3/16/17. The bank requested to submit the request in writing, which was done on 3/20/17 and on 3/28/17 after the first was not received. The consumer is now complaining about provisional credit. She was told she will not receive any provisional credit and would only receive money back on 5/8/17 if the merchant doesn't dispute it. Is this the proper way to handle a dispute?

Fraud using Verified by VISA

09/04/2016

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?

Handling a VISA debit card claim

08/21/2016

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

Regs On Business Debit Cards and Disputes

09/13/2015

Where can I find the regulations regarding business debit cards and disputes? I know consumers fall under Reg E, but are there different regs for businesses?

Reg E Vs. Visa Regulations-Timeshare Dispute

08/31/2015

Our customer is disputing a charge from a timeshare company. She authorized the charge but has since been told it's a scam. Does this fall under Reg E and/or Visa regulations?

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Most Popular Operations Content

Who can request a stop payment?

08/18/2019

The office manager for a business asked us to stop payment on a check signed by the business’s treasurer. Can we accept this stop order?

Time Stamp Access Ticket for Safe Deposit Box?

08/18/2019

When a customer accesses their safe deposit box, we time stamp the time of entry on the access ticket. Once the customer is done we time stamp the back of the access ticket. Is it required to time stamp the access ticket once access to the box is completed?

CIP for Sole Proprietor- OFAC or Full Search?

08/18/2019

We use a vendor's product for CIP purposes at the bank. When running a sole proprietor account, is there a reason we should be doing the full search or is OFAC alone sufficient? The same would go for unregistered organizations.

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