ACH Questionnaire

This is the general questionnaire structure for the response to /claim/intake/retrieveQuestionnaire when the dispute is not card-related.

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Note
This schema represents an example only. The actual questionnaire you get might vary from what is shown here.

Is the issue you are reporting related to a transaction made with your debit card?

Which of the following would you like to report?

I did not authorize a debit or credit to my account

[required] Have you or any authorized signer on the account ever done business with any of these disputed merchant? [Yes/No]
- No
- Yes — Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription? [Yes/No]
  - No
  - Yes — Based on the information you provided we'll need to update the claim reason. Please click continue to proceed.
[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

I previously authorized a debit to my account, but since revoked the authorization.

[required] Was this a recurring transaction? [Yes/No]
- No
- Yes
[required] What date did you revoke authorization? [Date]
[required] How did you contact the merchant to revoke authorization? [RadioButtons]
- Email
- Mail
- Phone
- In-person
- Other
[Internal question: Is a stop-payment fee configured?] [Yes/No]
- No
- Yes — Display text: "We're sorry you're experiencing an issue with your account. A stop payment request may be applied to your account to prevent future debits associated with this revoked authorization from being approved. A fee of 25 USD will be charged for this service, and the stop payment may not take effect for up to 24 business hours. You may cancel this stop payment service at any time without incurring any additional fees."
Would you like to place a stop payment request? [Yes/No]
- No
- Yes — Display text: "A stop payment on this originating company will be in place for a period of 30 days."
[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

I authorized a transaction, but it is incorrect

Which of the following best describes the reason for your dispute?

My account was debited/credited before the date I authorized

[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

My account was debited/credited for an amount different from what I authorized

[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

My account was debited by a third party, but the third party failed to make the payment as instructed

[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

I was charged/credited more than once

[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

A debit/credit to my account that was previously returned was improperly reinitiated

[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

My check was improperly processed electronically.

[required] Which of the following best describe the reason the check was improperly processed: [RadioButtons]
- The original check was already presented for payment.
- The amount of the transaction was not accurately obtained from the check.
- I opted out of the check conversion activity.
- The Originator did not provide notice in accordance with the NACHA ACH Operating Rules.
- The original check was improper.
[required] Please select the appropriate reason below: [RadioButtons]
- The signature on the original check is not authentic or authorized or the item has been altered.
- The check not eligible to be processed electronically. or the item has been altered.
- The check not eligible to be processed electronically
[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

I am missing a direct deposit

[required] Who sent the direct deposit? [Text]
[required] What was the exact amount you were expecting to receive? [Text]
[required] What date were you expecting this credit? [Date]
[required] Do you know which account number this deposit was sent to? [Yes/No]
- No
- Yes —
  - What is the account number that the direct deposit was sent to? [Text]
  - Do you have the transaction trace number? [Yes/No]
    - No
    - Yes — What is the trace number? [Text]
[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

I authorized a debit to my account, but there is a problem and I need to dispute it

[required] Is this dispute in regards to merchandise or services not received? [Yes/No]
- No
- Yes — Please describe what was purchased and any additional details about the transaction that will help us investigate your dispute. [Text]
[required] Were you tricked or persuaded into authorizing this purchase? [Yes/No]
- No
- Yes
[required] Is this dispute in regards to a scam? [Yes/No]
- No
- Yes — Was the scam related to a disaster? [Yes/No]
  - No
  - Yes
- What entity did the scammer impersonate? [Text]
- Were you contacted by anyone requesting a payment? [Yes/No]
  - No
  - Yes — Who initiated contact for this purchase? [BulletList]
    - I contacted the merchant to make this purchase.
    - I was contacted by the merchant to make this purchase.
- Please provide a detailed description of the scam. [Text]
[required] Please provide a detailed description of your dispute. [Text]
[required] Do you have any additional information to provide about this dispute? [Yes/No]
- No
- Yes — Please provide any additional information. [Text]

📘Note