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Webinar sample

ICB Credit: 2.5 CRCM

Mastercard 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 will also apply to may cardholders' disputes, and its provisions often differ from Mastercard'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 Mastercard 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. We will discuss the impact of "Chip Liability Shift" on the chargeback process. 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:

Mastercard chargeback codes old and new

The effect of EMV chip cards on chargeback rights and liability

Zero Liability coverage vs. Reg E liability schedule

Provisional credit requirements

Business debit cards and a comparison of coverage with personal cards

Proper handling of a chargeback when Regulation E also applies

Reg E investigation tips with and without written confirmation

Enforcement Actions relating to Regulation E investigation procedures

Dispute resolution procedures

Mastercard Automatic Billing Updater

Written materials will be provided for the listener to refer to during the presentation.


Who Should Attend: Front line staff tasked with accepting customer disputes Chargeback processors, auditors, compliance officers


Webinar Reviews: It was filled with lots of good information - jbemboom

Excellent especially for people who are new to REG E - RegEUnit


The speaker was well versed. - kglatcza

Instructor(s)

Brian Crow

Brian Crow, CAMS is Managing Partner & Co-President at Thomas Compliance Associates, Inc. in Chicago, IL. Brian’s passion for and skill in protecting bank assets from fraud and compliance losses have earned him the nickname “Security Evangelist.” In addition to developing and guiding the strategic vision for TCA, Brian delivers focused educational support to clients and helps them manage TCA’s suite of consulting, audit, and training services. He is a nationally recognized expert on BSA/AML and deposit compliance and is a regular speaker at the annual BSA/AML Top Gun Conference. As an education consultant for the Glia Group BOL Learning Connect program, Brian conducts webinars on topics like VISA/MasterCard chargebacks, debit card compliance, and fraud prevention. For this work, he was recognized as a Bankers Online Guru in 2011. “Bach to Spock” could characterize his interests outside work. Music has been a lifelong passion, and Brian is the organist and handbell director for King of Glory Lutheran Church in Elgin, Illinois. And as a devoted Trekkie, he can hold my own with anyone in a Star Trek trivia match.

Course curriculum

  • 1

    Video

    • Mastercard & Reg E Error Resolution

  • 2

    Materials

    • Materials

    • Slides

    • Questions and Answers