Assuming this was setup on a website/phone app, it was not a pin-based transaction, most likely run over the credit or debit rails as a card not present or pre-

Assuming this was setup on a website/phone app, it was not a pin-based transaction, most likely run over the credit or debit rails as a card not present or pre-approved transaction. The customer should be able to request chargebacks through their bank without issue. I would suggest you investigate getting a better local bank, as this is something any bank should be able to easily do.