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Reg E Claim Approved-Allowed to Go Back & Deny?

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Question: 
If a Reg E claim is approved whether PIN-based or signature-based and we later determine that the transaction in question was completed by the cardholder, can we go back and deny? Claim closed and approved on 7/30/14; we found grounds for denial. The customer reported a purchase as unauthorized but merchandise was shipped to him directly.
Answer: 

Once a Reg E claim is final, it is final. The bank cannot reopen a closed investigation. Evaluate your Reg E process to avoid closing investigations prior to obtaining all of the information about the disputed charge. For point-of-sale purchases using a debit card, take advantage of the 90-day investigation timeframe as the chargeback process through VISA/MasterCard often takes longer than 45 days.

First published on 09/15/2014

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