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Investigating a non-Reg E claim

Answered by: 

Question: 
If a customer places an order online, but never receives their merchandise, do we have to investigate?
Answer: 

Although Reg E does not apply to this claim, as a Mastercard issuer you still have a contractual obligation to attempt to assist the cardholder. The chargeback process can be used to help recover the cardholder’s money.

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Learn more about Brian Crow’s, Mastercard & Reg E Error Resolution webinar.

First published on 10/01/2023

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