This is the general questionnaire structure for the response to /claim/intake/retrieveQuestionnaire
when the dispute is for a Mastercard and it is not fraud.
Note
This schema represents an example only. The actual questionnaire you get might vary from what is shown here.
I participated in this transaction, but there is a problem.
Which of the following best describes the reason for your dispute?
I was charged more than once
-
[required] Is the valid transaction on this same account? [
Yes/No
]- No — Is the other transaction on a Galileo card? [
Yes/No
]- No — What was the other form of payment? [
BulletList
]- Another Mastercard
- Another card
- Check
- Cash
- Other — Please explain. [
Text
]
- Yes — Select the account the charge(s) appear on (
/claim/intake/retrieveOtherAccounts
): [Selector]- Please select a valid transaction (
/claim/intake/retrieveSimilarTransactions
). [Selector]
- Please select a valid transaction (
- No — What was the other form of payment? [
- Yes — Please select a valid transaction (
/claim/intake/retrieveSimilarTransactions
). [Selector]
- No — Is the other transaction on a Galileo card? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain: [
Text
]
-
[required] Do you have any additional information to provide about this dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. [
Text
]
I haven't received merchandise or a service I purchased.
- [required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
- [required] What was not received? [
BulletList
]
― Merchandise
-
[required] Do you know when the merchandise was last expected to be received? [
Yes/No
]- No
- Yes —
- What was the last expected receipt date for the merchandise? [
Date
] - Was a different date originally communicated to you? [
Yes/No
]- No
- Yes — What was the original date that was communicated to you? [
Date
]
- What was the last expected receipt date for the merchandise? [
-
[required] Were you issued a credit voucher instead of a refund? [
Yes/No
]- No — Has it been confirmed that the merchant will not provide the merchandise/services? (e.g., Merchant is no longer in business) [
Yes/No
]- No
- Yes — Please explain. [
Text
]
- Yes — Has it been confirmed that the merchant will not honor the terms of the credit voucher or is unable to do so because they are no longer in business? [
Yes/No
]- No
- Yes — Please explain. [
Text
]
- No — Has it been confirmed that the merchant will not provide the merchandise/services? (e.g., Merchant is no longer in business) [
-
[required] Is the dispute regarding delayed delivery? [
Yes/No
]- No
- Yes
-
[required] Is the dispute regarding a merchant pre-paid gift card? [
Yes/No
]- No
- Yes — Does the pre-paid gift card have an expiration date? [
Yes/No
]- No
- Yes — What is the expiration date? [
Date
]
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain. [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
― Service
-
[required] Do you know when the service was last expected to be performed? [
Yes/No
]- No
- Yes —
- When was the service last expected to be performed? [
Date
] - Was a different date originally communicated to you? [
Yes/No
]- No
- Yes — What was the original date that was communicated to you? [
Date
]
- When was the service last expected to be performed? [
-
[required] Were you issued a credit voucher instead of a refund? [
Yes/No
]- No — Has it been confirmed that the merchant will not provide the merchandise/services? (e.g., Merchant is no longer in business) [
Yes/No
]- No
- Yes — Please explain. [
Text
]
- Yes — Has it been confirmed that the merchant will not honor the terms of the credit voucher or is unable to do so because they are no longer in business? [
Yes/No
]- No
- Yes — Please explain. [
Text
]
- No — Has it been confirmed that the merchant will not provide the merchandise/services? (e.g., Merchant is no longer in business) [
-
[required] Is the dispute regarding delayed delivery? [
Yes/No
]- No
- Yes
-
[required] Is the dispute regarding an interruption of an ongoing service? [
Yes/No
]- No
- Yes — When did the interruption of the service occur? [
Date
]
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain. [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I cancelled or returned the merchandise or service and have not received the expected credit.
- [required] What was purchased? [
BulletList
]
— Merchandise
-
[required] Were you issued a partial credit? [
Yes/No
]- No
- Yes — Please select the credit transaction (
/claim/intake/retrieveCreditTransactions
) [Selector]
-
[required] Please provide a description of what was ordered. [
Text
] -
[required] What was the last expected receipt date for the merchandise? [
Date
] -
[required] Did you cancel? [
Yes/No
]- No
- Yes —
- When did you cancel? [
Date
] - Why did you cancel? [
Text
] - How did you cancel? [
Text
] - Was a cancellation policy provided? [
Yes/No
]- No
- Yes — What was the policy? [
Text
]
- When did you cancel? [
-
[required] Did you return the merchandise? [
Yes/No
]- No — Did you attempt to return the merchandise? [
Yes/No
]- No
- Yes —
- When did you attempt to return it? [
Date
] - Please provide a detailed description of how you attempted to return the merchandise. [
Text
]- Where is the merchandise at this time? [
Text
]- Please select one of the options below which best represents the return attempt. [
BulletList
]- The merchant refused to provide return authorization.
- The merchant refused to accept the returned merchandise.
- The merchant informed not to return the merchandise.
- The merchant no longer exists or is not responding.
- The merchant did not provide clear instructions on how to return.
- Please select one of the options below which best represents the return attempt. [
- Where is the merchandise at this time? [
- When did you attempt to return it? [
- Yes — When did you return the merchandise? [
Date
]- Do you know when the merchant received the merchandise? [
Yes/No
]- No
- Yes — When did the merchant receive the merchandise? [
Date
]
- What return method did you use? [
BulletList
]- Face to Face
- FedEx — What was the tracking number? [
Text
] - DHL — What was the tracking number? [
Text
] - UPS — What was the tracking number? [
Text
] - Postal Service — What was the tracking number? [
Text
] - Other — Please Explain: [
Text
]
- Do you know when the merchant received the merchandise? [
- No — Did you attempt to return the merchandise? [
-
[required] Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? [
Yes/No
]- No — Has the merchant failed to respond to your return or cancellation request? [
Yes/No
]- No — Did the merchant fail to disclose its refund policy at the time of the transaction and is unwilling to accept your return or cancellation? [
Yes/No
] - Yes
- No — Did the merchant fail to disclose its refund policy at the time of the transaction and is unwilling to accept your return or cancellation? [
- Yes
- No — Has the merchant failed to respond to your return or cancellation request? [
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain. [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
— Service
-
[required] Were you issued a partial credit? [
Yes/No
]- No
- Yes — Please select the credit transaction (
/claim/intake/retrieveCreditTransactions
)
-
[required] What was the expected receipt date of the service? [
Date
] -
[required] Did you cancel? [
Yes/No
]- No
- Yes —
- When did you cancel? [
Date
] - Why did you cancel? [
Text
] - How did you cancel? [
Text
] - Was a cancellation policy provided? [
Yes/No
]- No
- Yes — What was the policy? [
Text
]
- When did you cancel? [
-
[required] Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? [
Yes/No
]- No — Has the merchant failed to respond to your return or cancellation request? [
Yes/No
]- No — Did the merchant fail to disclose its refund policy at the time of the transaction and is unwilling to accept your return or cancellation? [
Yes/No
] - Yes
- No — Did the merchant fail to disclose its refund policy at the time of the transaction and is unwilling to accept your return or cancellation? [
- Yes
- No — Has the merchant failed to respond to your return or cancellation request? [
-
[required] What type of service was it? [
BulletList
]- Timeshare — What was the date of the timeshare, or when was the contract and/or related documents received? [
Date
] - Guaranteed reservation — What was reserved? [
Text
]- Is the dispute regarding a “No-Show” charge? [
Yes/No
]- No
- Yes —Were the accommodations used? [
Yes/No
]- No
- Yes
- Did the merchant provide alternate accommodations and still charge for a “no-show”? [
Yes/No
]- No
- Yes
- Was the “no-show” charge different from the quoted rate? [
Yes/No
]- No
- Yes — What was the quoted rate? [
Text
]
- Is the dispute regarding a “No-Show” charge? [
- Other — Provide more details about what was purchased. [
Text
]
- Timeshare — What was the date of the timeshare, or when was the contract and/or related documents received? [
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain. [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I have an issue with a recurring transaction on my account.
-
[required] Were you aware the transaction was recurring? [
Yes/No
]- No
- Yes — Please provide a cancellation date. [
Date
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I was charged or credited incorrectly
How were you charged or credited incorrectly?
I was charged the wrong amount
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No
- Yes — To dispute a transaction for an incorrect amount, the amount disputed must be less than the full transaction amount. Please go back and choose a new claim reason.
-
[required] What is the correct amount that should have been charged? [
Text
] -
[required] What is the amount shown on your receipt or confirmation? [
Text
] -
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I was charged for a "No-Show" from a hotel incorrectly
-
[required] Were the accommodations used? [
Yes/No
]- No
- Yes
-
[required] Did the merchant provide alternate accommodations and still charge for a “no-show”? [
Yes/No
]- No
- Yes
-
[required] Was the “no-show” charge different from the quoted rate? [
Yes/No
]- No
- Yes — What was the quoted rate? [
Text
]
-
[required] Did you cancel? [
Yes/No
]- No
- Yes —
- When did you cancel? [
Date
] - Why did you cancel? [
Text
] - How did you cancel? [
Text
] - Was a cancellation policy provided? [
Yes/No
]- No
- Yes — What was the policy? [
Text
]
- When did you cancel? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I was charged for loss, theft, or damages in addition to the service
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] Is the dispute regarding additional charges related to damages? [
Yes/No
]- No — Is the dispute regarding additional charges related to theft or loss of a rental? [
Yes/No
] - Yes
- No — Is the dispute regarding additional charges related to theft or loss of a rental? [
-
[required] Were the additional charges and the service charge billed as a single transaction? [
Yes/No
]- No
- Yes
-
[required] Please provide additional information on the reason of the additional charges: [
Text
] -
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
Addendum: I authorized a purchase, but a second, unauthorized transaction was processed
-
[required] Please describe the additional charge and why it is not authorized: [
Text
] -
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I did not receive the cash-back portion of my transaction
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No
- Yes — To dispute a cash-back transaction, the amount disputed must be less than the full transaction amount. Please go back and choose a new claim reason.
-
[required] What amount was not provided to you? [
Text
] -
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
I am dissatisfied with the merchandise or a service I received.
What is the issue with the merchandise or service?
The merchandise is counterfeit.
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] Please provide a description of what was ordered. [
Text
] -
[required] Please describe how the merchandise is counterfeit. [
Text
] -
[required] Was the merchandise certified as counterfeit? [
Yes/No
]- No
- Yes — Please provide information about the entity that indicated the merchandise to be counterfeit. [
Text
]
-
[required] Is the dispute regarding delayed delivery? [
Yes/No
]- No
- Yes — When did you receive the merchandise/service? [
Date
]
-
[required] Did you return the merchandise? [
Yes/No
]- No — Did you attempt to return the merchandise? [
Yes/No
]- No
- Yes —
- When did you attempt to return it? [
Date
] - Please provide a detailed description of how you attempted to return the merchandise. [
Text
]
- When did you attempt to return it? [
- Yes —
- When did you return the merchandise? [
Date
] - What return method did you use? [
BulletList
]- Face to Face
- FedEx — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- DHL — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- UPS — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Postal Service — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Other — Please explain: [
Text
]
- When did you return the merchandise? [
- No — Did you attempt to return the merchandise? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]
- No
- Yes — Please explain [Text
] -
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]
- No
- Yes — Please provide any additional information. This will be provided to the merchant. [Text
]
The merchandise is damaged or defective.
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] Please provide a detailed description of what was purchased and how it was damaged or defective. Please include all relevant details. [
Text
] -
[required] When did you receive the merchandise? [
Date
] -
[required] Did you return the merchandise? [
Yes/No
]- No — Did you attempt to return the merchandise? [
Yes/No
]- No
- Yes —
- When did you attempt to return it? [
Date
] - Please provide a detailed description of how you attempted to return the merchandise. [
Text
]
- When did you attempt to return it? [
- Yes —When did you return the merchandise? [
Date
]- What return method did you use? [
BulletList
]- Face to Face
- FedEx — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- DHL — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- UPS — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Postal Service — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Other — Please explain: [
Text
]
- What return method did you use? [
- No — Did you attempt to return the merchandise? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]
- No
- Yes — Please explain [Text
] -
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]
- No
- Yes — Please provide any additional information. This will be provided to the merchant. [Text
]
The merchandise or service has a quality issue.
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] What was purchased? [
BulletList
]
— Merchandise
-
[required] Please provide a description of the merchandise and the quality issue. [
Text
] -
[required] When did you receive the merchandise? [
Date
] -
[required] Did you return the merchandise? [
Yes/No
]- No — Did you attempt to return the merchandise? [
Yes/No
]- No
- Yes —
- When did you attempt to return it? [
Date
] - Please provide a detailed description of how you attempted to return the merchandise. [
Text
]
- When did you attempt to return it? [
- Yes —
- When did you return the merchandise? [
Date
] - What return method did you use? [
BulletList
]- Face to Face
- FedEx — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- DHL — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- UPS — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Postal Service — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Other — Please explain: [
Text
]
- When did you return the merchandise? [
- No — Did you attempt to return the merchandise? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
— Service
-
[required] Please provide a description of the service and the quality issue. [
Text
] -
[required] Is the dispute regarding an interruption of an ongoing service? [
Yes/No
]- No – When did you receive the service? [
Date
] - Yes — When did the interruption of the service occur? [
Date
]
- No – When did you receive the service? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]
- No
- Yes — Please explain [Text
] -
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]
- No
- Yes — Please provide any additional information. This will be provided to the merchant. [Text
]
The merchandise or service is not as described.
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] What was not as described? [
BulletList
]
— Merchandise
-
[required] Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details. [
Text
] -
[required] When did you receive the merchandise? [
Date
] -
[required] Did you return the merchandise? [
Yes/No
]- No — Did you attempt to return the merchandise? [
Yes/No
]- No
- Yes —
- When did you attempt to return it? [
Date
] - Please provide a detailed description of how you attempted to return the merchandise. [
Text
]
- When did you attempt to return it? [
- Yes —When did you return the merchandise? [
Date
]- What return method did you use? [
BulletList
]- Face to Face
- FedEx — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- DHL — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- UPS — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Postal Service — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Other — Please explain: [
Text
]
- What return method did you use? [
- No — Did you attempt to return the merchandise? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]
- No
- Yes — Please explain [Text
] -
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]
- No
- Yes — Please provide any additional information. This will be provided to the merchant. [Text
]
— Service
-
[required] Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details. [
Text
] -
[required] Is the dispute regarding an interruption of an ongoing service? [
Yes/No
]- No – When did you receive the service? [
Date
] - Yes — When did the interruption of the service occur? [
Date
]
- No – When did you receive the service? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]
- No
- Yes — Please explain [Text
] -
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]
- No
- Yes — Please provide any additional information. This will be provided to the merchant. [Text
]
The terms of sale were misrepresented.
-
[required] Are you disputing the full amount of the transaction? [
Yes/No
]- No — What amount are you disputing? [
Text
] - Yes
- No — What amount are you disputing? [
-
[required] What was not as described? [
BulletList
]
— Merchandise
-
[required] Please provide a description of what was ordered. [
Text
] -
[required] When did you receive the merchandise? [
Text
] -
[required] How was the merchandise misrepresented? [
Text
] -
[required] Did you return the merchandise? [
Yes/No
]- No — Did you attempt to return the merchandise? [
Yes/No
]- No
- Yes —
- When did you attempt to return it? [
Date
] - Please provide a detailed description of how you attempted to return the merchandise. [
Text
]
- When did you attempt to return it? [
- Yes —
- When did you return the merchandise? [
Date
] - What return method did you use? [
BulletList
]- Face to Face
- FedEx — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- DHL — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- UPS — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Postal Service — Do you have a tracking number? [
Yes/No
]- No
- Yes — What was the tracking number? [
Text
]
- Other — Please explain: [
Text
]
- When did you return the merchandise? [
- No — Did you attempt to return the merchandise? [
-
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]
— Service
-
[required] Please provide a description of what was ordered. [
Text
] -
[required] Is the dispute regarding an interruption of an ongoing service? [
Yes/No
]- No – When did you receive the service? [
Date
] - Yes — When did the interruption of the service occur?
- No – When did you receive the service? [
-
[required] How was the merchandise/service misrepresented? [
Text
] -
[required] Did you attempt to resolve with the merchant? [
Yes/No
]- No
- Yes — Please explain [
Text
]
-
[required] Do you have any additional information that should be provided to the merchant regarding your dispute? [
Yes/No
]- No
- Yes — Please provide any additional information. This will be provided to the merchant. [
Text
]