Our customer was contacted by our Fraud Detection Service and was asked to confirm if certain transactions were his/were valid. He was out of town when he received the call and stated he presumed the charges in question were his grandson's and all was ok. Well, he returned home and has decided to dispute over $1,300 in charges. Ugh, so I fear, because of Reg. E, that we will just have to eat the charges since he is now saying the charges are unauthorized. Correct?
We are more concerned for the future. If the Fraud Detection SErvice calls a customer to confirm charges and the customer agrees the charges are legit, what if anything, can we do if the customer comes back and changes his/her mind and decides the transactions are not legit?