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Package Delivered to Wrong Address – Reg E?

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When we receive a pre-arb for a fraud transaction that shows proof of delivery to the address on file, the tracking info just shows city and ZIP for it being delivered. But when the member went to the post office to get more info, it shows it was delivered to a different address in their neighborhood. Any advice on how we should proceed with these pre-arb responses if we do not have the ability to get the post office info to get the exact address?

This is outside the scope of Reg E and is a Mastercard or Visa rule but Brian Crow uses this example in his webinars on V/MC rules. He uses the example that the picture taken shows a different home and based on that he said the assistance is proper to dispute the charge based on what is verified as non-delivery.

First published on 11/28/2021

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