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Visa & Reg E Error Resolution

October 4, 2022 @ 1:30 pm - 3:30 pm

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Course description

Change creates compliance risk. The methods for processing electronic funds transfers continues to evolve. Mobile applications, digital wallets, tokenization all can be used to access your customers’ debit cards. Correctly applying both Regulation E investigation requirements and the Visa chargeback rules to your claim can present financial and compliance risk to your institution if you get it wrong.

Visa 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 Visa’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 Visa 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:

  • Visa 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.


Front line staff tasked with accepting customer disputes

Chargeback processors, auditors, compliance officers


October 4, 2022
1:30 pm - 3:30 pm




BOL Learning Connect
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