Can this error claim be denied?

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Question:

I am working on a Reg E dispute where a customer insists, he did not make a transfer on Western Union, and it is fraudulent. Western Union denied the chargeback and sent thetransaction to me which has all of customer's information as sender, including name, email address, home address, and phone number, and they state it was authorized...The only thing I see as "off" is the IP address is out of state. Can I revoke provisional and deny the claim based on this proof from Western Union or not, since customer insists he did not do it?

Answer:

Whether you win or lose a chargeback has no connection to whether an error occurred. Visa/Mastercard establishes liability between the merchant and the bank. Reg E establishes liability between the customer and the bank. All of the information Western Union supplied in this chargeback could have been compromised through a data breach at a merchant your customer shopped at, through a phishing email your customer fell for, or through a hack of the customer's personal computer.

If the charge was initiated from a geographic location other than where your customer resides, that is evidence that they did not authorize the transaction. I don't see that you have enough evidence to deny the claim. Your option for recover is to explore the prearbitration process with your card processor. If your customer can provide an updated dispute letter noting that they examined the merchant's compelling evidence and that the IP address from where the charge originated is not their computer and that they still dispute the charge as fraudulent, you may have recovery options from the merchant.