Change creates compliance risk. In July 2020 Mastercard revised the arbitration process for more complex claims. Institutions that do not understand the new requirements could end up paying claims that they are not required to or fail to obtain credit from the merchant resulting in unnecessary losses. Knowing what information is needed to successfully recover funds via the chargeback process, but not run afoul of our investigation obligations under Reg E is a delicate tightrope.
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. However, these rules can often create confusion as to how they should be applied to the dispute that crosses your desk. Regulation E applies to many cardholders’ disputes, and its provisions often differ from Mastercard’s chargeback procedures. That can leave us wondering how long we have to complete an investigation, when to provide provisional credit, and when to ask a cardholder to contact the merchant before accepting their 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. 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 process updates
- Zero Liability coverage vs. Reg E liability schedule
- CFPB Reg E FAQs
- Business debit cards
- Proper handling of a chargeback when Regulation E also applies
- Reg E investigation tips
- Enforcement Actions relating to Regulation E investigation procedures
- Dispute resolution procedures
Written materials will be provided for the listener to refer to during the presentation.
WHO SHOULD ATTEND:
Front line staff tasked with accepting customer disputes
Chargeback processors, auditors, compliance officers