No. You are still required to investigate the claim, provide provisional credit, etc. Was the PIN-based transaction in the same general geographic area where your customer lives or somewhere else?
A drastic change in geography is generally the result of a skimmed or phished card. Local use may indicate that someone close to the cardholder knew the PIN (possibly from looking over the customer's shoulder when he used an ATM) That individual may have then taken the card without the cardholder's consent and returned it without his knowledge.
It is not up to the cardholder to explain what happened. The regulation puts the investigation requirements on the institution.