We have a customer that filed a card dispute for an unauthorized transaction. We gave provisional credit, investigated, determined the transaction was authorized, and revoked provisional credit. Reg E covered.

He is adamant the transaction is unauthorized. Further information from customer is.... he ordered airline tickets, but never received any information, so it's a fraudulent transaction (customer's words).

Our card dispute team is stating since he claimed this as an unauthorized transaction and we conducted our investigation as such, we won't allow the customer to reassert the error. I know this is from Reg E, but given the new information, Reg E wouldn't actually apply. So are we bound by Mastercard operating rules to attempt to assist? Or are we covered because of the unauthorized claim?

burkemi - I am a Visa provider, but I will allow a change of this type in some circumstances (needs to be over $50). Visa states that we need to assist the cardholder, and they don't care that it was rejected as a Reg E claim.

It actually sounds as if the customer is not asserting a "merchandise not received" claim. In my experience, Mastercard would expect you to assist.