We are working with a consumer that has fraudulent transactions from his Cash App. Unfortunately, though the app has error resolution procedures (of sorts) on its website, reps have not been cooperative at all. We can file these transactions thru our processor but have been told the bank has no chargeback rights. Can someone explain why that is the case?

Your ability to file or not file a chargeback is governed by Visa/Mastercard operating rules. Without knows the specifics of how the transactions were processed (e.g. via token, 3-D Secure, etc.) we can't possibly say for sure which rule applies here.

Remember that Visa/Mastercard establish liability between the bank and the merchant.
Reg E establishes liability between the bank and the consumer.

Whether you have chargeback rights is not material to your Reg E obligation to investigate and reimburse the customer if you conclude that the transactions were not authorized.

Thanks, Brian. Yes, we believe the customer was not responsible for the transactions and will be refunding. How do I verify how the transactions were processed (token, 3-D Secure, etc)? Are there codes that our folks should be looking for? We end up eating all of these charges because we're told there are no chargeback rights. I just want to be sure that our processor is passing along good info. Plus, we don't want to pay the processor to file the claim when CB rights do not exist.

While I can point to the codes within the Visa/Mastercard operating rules, I don't know how this information is passed along to you on your processor's platform. The best person to ask is your vendor representative. Also, some vendors offer free training classes for their platforms that could help you.