Mastering Debit Card Disputes: Navigating Regulation E and Minimizing Risk

Event Description

As debit card usage continues to rise, so do customer disputes — from unauthorized charges to billing errors and merchant disputes. Financial institutions must strike the right balance between fast resolution, compliance with Regulation E, and protecting against fraud losses. Mishandling even one dispute can result in regulatory risk, reputational damage, or loss of customer trust.

This practical session will walk through the full lifecycle of a debit card dispute — from intake to investigation, provisional credit, and resolution. We’ll cover what counts as an error under Regulation E, how to distinguish true fraud from merchant issues, and what documentation is required to support both your findings and your institution’s liability decisions. Perfect for card services, fraud, operations, and compliance teams.

Key Takeaways:

• Clarify which debit card transactions fall under Regulation E and what counts as an “error.”

• Understand the timelines and requirements for investigating disputes and issuing provisional credit.

• Learn how to differentiate between unauthorized transactions and valid-but-contested charges.

• Review real-world examples of cardholder fraud, friendly fraud, and merchant missteps.

• Explore best practices for documentation, customer communication, and minimizing repeat disputes.