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MasterCard & Reg E Error Resolution

Recorded on September 08, 2016

Conducting a debit card investigation in a way that avoids regulatory action and UDAAP citations but still provides enough documentation to file a chargeback can challenge even the most experienced Operations staff. MasterCard chargeback procedures outline what is required of the card issuer, merchant, and cardholder should a dispute arise between a cardholder and a merchant, or if a card is used fraudulently. In April 2016 MasterCard reorganized all of its chargeback codes into four major categories: Authorization-related chargebacks, Cardholder dispute chargebacks, Fraud-related chargebacks and Point-of-Interaction errors.

Mastercard chargeback procedures outline what is required of the card issuer, merchant, and cardholder should a dispute arise between a cardholder and a merchant, or if a card is used fraudulently. There can often be confusion about how the rules should be applied to a particular dispute. Reg E will also apply to many cardholders' disputes, and its provisions often differ from the MasterCard rules. That can leave us wondering how long we have to complete an investigation, when to provide provisional credit, and whether to ask a cardholder to contact the merchant before we accept the dispute.

In this fast-paced webinar we will compare and contrast MasterCard Operating Rules with Regulation E investigation and liability requirements. We will explore the chargeback codes that are available for the various scenarios that arise and discuss which claims are covered under Reg E and which are not. We will discuss the impact of "Chip Liability Shift" on the chargeback process. Several real-world examples will be included. These case studies will aid the listener in making critical decisions when applying MasterCard rules to assist customers and protect the issuer's bottom line.

In this two hour session, Brian will cover:

  • MasterCard chargeback codes old and new
  • The effect of EMV chip cards on chargeback rights and liability
  • Zero Liability coverage vs. Reg E liability schedule
  • Provisional credit requirements
  • Business debit cards and a comparison of coverage with personal cards
  • Proper handling of a chargeback when Regulation E also applies
  • Reg E investigation tips with and without written confirmation
  • Enforcement actions relating to Regulation E investigation procedures
  • Dispute resolution procedures

Who Should Attend:

Front line staff tasked with accepting customer disputes, Chargeback processors, auditors, compliance officers

Webinar Reviews: 

Brian did an nice job trying to marry the Reg E and MasterCard rules/regulations together. Not an easy task! - obxtmi

Well presented - ChristineW

Information was very informative and beneficial. - oiswren

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