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Course description

Change creates compliance risk. In July 2020 Mastercard revised the arbitration process for more complex claims. Institutions that do not understand the new requirements could end up paying claims that they are not required to or fail to obtain credit from the merchant resulting in unnecessary losses. Knowing what information is needed to successfully recover funds via the chargeback process, but not run afoul of our investigation obligations under Reg E is a delicate tightrope.

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 applies to many 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. 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 process updates
  • Zero Liability coverage vs. Reg E liability schedule
  • CFPB Reg E FAQs
  • Business debit cards
  • Proper handling of a chargeback when Regulation E also applies
  • Reg E investigation tips
  • Enforcement Actions relating to Regulation E investigation procedures
  • Dispute resolution procedures

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


Front line staff tasked with accepting customer disputes

Chargeback processors, auditors, compliance officers


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


    • Access Webinar

  • 2


    • Materials

    • Slides

    • Questions and Answers


5 star rating

Mastercard and Reg E Error Resolution 2022

Ada Flores

Brian Crow is an expert and I always look forward to his training sessions.

Brian Crow is an expert and I always look forward to his training sessions.

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5 star rating

Exceeded Expectations

William Keyles

Very impressed with presenters knowledge and ability to deliver material in a concise manner.

Very impressed with presenters knowledge and ability to deliver material in a concise manner.

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