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]

📘Note

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Note