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Customer Merchant Dispute - Do We Take the Loss?

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We have a member who said she returned a product via mail, so we submitted a charge back under 53. The merchant says the product was not returned. The member’s dispute was for defective merchandise. Under Visa regulations, do we have to take the loss on this?

I can't determine what the Visa rules would be. Visa aside, you can provide no less than protection that Reg E would afford. From a Reg E perspective, you'll need to determine if the charge was valid and if there is a claim on the failure of the merchant to credit the account.

First published on 7/21/08

First published on 07/21/2008

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