Mastercard Questionnaire

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.

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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]
    • Yes — Please select a valid transaction (/claim/intake/retrieveSimilarTransactions). [Selector]
  • [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
  • [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]
  • [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]
  • [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]
  • [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]
  • [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]
  • [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.
    • 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]
  • [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
    • Yes
  • [required] Are you disputing the full amount of the transaction? [Yes/No]

    • No — What amount are you disputing? [Text]
    • Yes
  • [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]
  • [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
    • Yes
  • [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]
    • Other — Provide more details about what was purchased. [Text]
  • [required] Are you disputing the full amount of the transaction? [Yes/No]

    • No — What amount are you disputing? [Text]
    • Yes
  • [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]
  • [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
  • [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
  • [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
  • [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]
    • 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]
  • [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
  • [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]
    • 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]
  • [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
  • [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]
    • 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]
  • [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]
  • [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
  • [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]
    • 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]
  • [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]
  • [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
  • [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]
    • 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]
  • [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?
  • [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]

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