Mastercard Questionnaire

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

The duplicate transaction must be selected for the claim reason Charged More Than Once.

Is the valid transaction on this same account?
- No — Is the other transaction on a Galileo card?
  - No — What was the other form of payment?
    - Another Mastercard
    - Another card
    - Check
    - Cash
    - Other
      - Please explain.
  - Yes — Select the account the charge(s) appear on:
    - Please select a valid transaction.
- Yes — Please select a valid transaction.
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain:
Do you have any additional information to provide about this dispute?
- No
- Yes — Please provide any additional information.

Question properties

Question	Type	Values	Requirement level	Notes
Is the valid transaction on this same account?	Yes/No		Mandatory
Please select a valid transaction.	Transaction Select		Conditional	When “Yes” to “Is the valid transaction on this same account?”
Is the other transaction on a Galileo card?	Yes/No		Conditional	When “No” to “Is the valid transaction on this same account?”
What was the other form of payment?	Single Select	Another MasterCard Another Card Check Cash Other	Conditional	When "No" to "Is the other transaction on a Galileo card?"
Please explain.	Freeform Text		Conditional	When “Other” to “What was the other form of payment?”
Select the account the charge(s) appear on:	Account Select		Conditional	When “Yes” to “Is the other transaction on a Galileo card?”
Please select a valid transaction.	Transaction Select		Conditional	When “Yes” to “Is the other transaction on a Galileo card?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

I haven't received merchandise or a service I purchased.

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
What was not received?

― Merchandise

Do you know when the merchandise was last expected to be received?
- No
- Yes —
  - What was the last expected receipt date for the merchandise?
  - Was a different date originally communicated to you?
    - No
    - Yes — What was the original date that was communicated to you?
Were you issued a credit voucher instead of a refund?
- No — Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)
  - No
  - Yes — Please explain.
- 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?
  - No
  - Yes — Please explain.
Is the dispute regarding delayed delivery?
- No
- Yes
Is the dispute regarding a merchant pre-paid gift card?
- No
- Yes — Does the pre-paid gift card have an expiration date?
  - No
  - Yes — What is the expiration date?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain.
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirements level	Notes
Do you know when the merchandise was last expected to be received?	Yes/No	Mandatory
What was the last expected receipt date for the merchandise?	Date	Conditional	When “Yes” to “Do you know when the merchandise was last expected to be received?”
Was a different date originally communicated to you?	Yes/No	Conditional	When “Yes” to “Do you know when the merchandise was last expected to be received?”
What was the original date that was communicated to you?	Date	Conditional	When “Yes” to “Was a different date originally communicated to you?”
Were you issued a credit voucher instead of a refund?	Yes/No	Mandatory
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	Conditional	When “Yes” to “Were you issued a credit voucher instead of a refund?”
Please explain.	Freeform Text	Conditional	When “Yes” to “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?”
Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)	Yes/No	Conditional	When “No” to “Were you issued a credit voucher instead of a refund?”
Please explain.	Freeform Text	Conditional	When “Yes” to “Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)”
Is the dispute regarding delayed delivery?	Yes/No	Mandatory
Is the dispute regarding a merchant pre-paid gift card?	Yes/No	Mandatory
Does the pre-paid gift card have a expiration date?	Yes/No	Conditional	When “Yes” to “Is the dispute regarding a merchant pre-paid gift card?”
What is the expiration date?	Date	Conditional	When “Yes” to “Does the pre-paid gift card have a expiration date?”
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain.	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information that should be provided to the merchant regarding your dispute?	Yes/No	Mandatory
Please provide any additional information. This will be provided to the merchant.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information that should be provided to the merchant regarding your dispute?”

― Service

Do you know when the service was last expected to be performed?
- No
- Yes —
  - When was the service last expected to be performed?
  - Was a different date originally communicated to you?
    - No
    - Yes — What was the original date that was communicated to you?
Were you issued a credit voucher instead of a refund?
- No — Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)
  - No
  - Yes — Please explain.
- 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?
  - No
  - Yes — Please explain.
Is the dispute regarding delayed delivery?
- No
- Yes
Is the dispute regarding an interruption of an ongoing service?
- No
- Yes — When did the interruption of the service occur?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain.
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Do you know when the service was last expected to be performed?	Yes/No	Mandatory
When was the service last expected to be performed?	Date	Conditional	When “Yes” to “Do you know when the service was last expected to be performed?”
Was a different date originally communicated to you?	Yes/No	Conditional	When “Yes” to “Do you know when the service was last expected to be performed?”
What was the original date that was communicated to you?	Date	Conditional	When “Yes” to “Was a different date originally communicated to you?”
Were you issued a credit voucher instead of a refund?	Yes/No	Mandatory
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	Conditional	When “Yes” to “Were you issued a credit voucher instead of a refund?”
Please explain.	Freeform Text	Conditional	When “Yes” to “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?”
Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)	Yes/No	Conditional	When “No” to “Were you issued a credit voucher instead of a refund?”
Please explain.	Freeform Text	Conditional	When “Yes” to “Has it been confirmed that the merchant will not provide the merchandise/services? (ie. Merchant is no longer in business)”
Is the dispute regarding delayed delivery?	Yes/No	Mandatory
Is the dispute regarding an interruption of an ongoing service?	Yes/No	Mandatory
When did the interruption of the service occur?	Date	Conditional	When “Yes” to “Is the dispute regarding an interruption of an ongoing service?”
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain.	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information that should be provided to the merchant regarding your dispute?	Yes/No	Mandatory
Please provide any additional information. This will be provided to the merchant.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information that should be provided to the merchant regarding your dispute?”

I cancelled or returned the merchandise or service and have not received the expected credit.

What was purchased?

— Merchandise

Were you issued a partial credit?
- No
- Yes — Please select the credit transaction
Please provide a description of what was ordered.
What was the last expected receipt date for the merchandise?
Did you cancel?
- No
- Yes —
  - When did you cancel?
  - Why did you cancel?
  - How did you cancel?
  - Was a cancellation policy provided?
    - No
    - Yes — What was the policy?
Did you return the merchandise?
- No — Did you attempt to return the merchandise?
  - No
  - Yes —
    - When did you attempt to return it?
    - Please provide a detailed description of how you attempted to return the merchandise.
      - Where is the merchandise at this time?
        
        Please select one of the options below which best represents the return attempt.
        
        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?
  - Do you know when the merchant received the merchandise?
    - No
    - Yes — When did the merchant receive the merchandise?
      - What return method did you use?
        
        Face to Face
        
        FedEx — What was the tracking number?
        
        DHL — What was the tracking number?
        
        UPS — What was the tracking number?
        
        Postal Service — What was the tracking number?
        
        Other — Please Explain:
Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?
- No — Has the merchant failed to respond to your return or cancellation request?
  - 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
- Yes
Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain.
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Were you issued a partial credit?	Yes/No		Mandatory
Please select the credit transaction	Transaction Select		Conditional	When “Yes” to “Were you issued a partial credit?”
Please provide a description of what was ordered.	Freeform Text		Mandatory
What was the last expected receipt date for the merchandise?	Date		Mandatory
Did you cancel?	Yes/No		Mandatory
When did you cancel?	Date		Conditional	When “Yes” to “Did you cancel?”
Why did you cancel?	Freeform Text		Conditional	When “Yes” to “Did you cancel?”
How did you cancel?	Freeform Text		Conditional	When “Yes” to “Did you cancel?”
Was a cancellation policy provided?	Yes/No		Conditional	When “Yes” to “Did you cancel?”
What was the policy?	Freeform Text		Conditional	When “Yes” to “Was a cancellation policy provided?”
Did you return the merchandise?	Yes/No		Mandatory
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	Follows “When did you attempt to return it?”
Where is the merchandise at this time?	Freeform Text		Conditional	Follows “Please provide a detailed description of how you attempted to return the merchandise.”
Please select one of the options below which best represents the return attempt.	Single Select	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 instruction on how to return.	Conditional	Follows “Where is the merchandise at this time?”
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
Do you know when the merchant received the merchandise?	Yes/No		Conditional	Follows “When did you return the merchandise?”
When did the merchant receive the merchandise?	Date		Conditional	When “Yes” to “Do you know when the merchant received the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional
Please Explain:	Freeform Text		Conditional	When “Other” to “What return method did you use?”
What was the tracking number?	Freeform Text		Conditional	When either ”FedEx,” “DHL,” “UPS,” “Postal Service,” is selected to “What return method did you use?”
Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?	Yes/No		Mandatory
Has the merchant failed to respond to your return or cancellation request?	Yes/No		Conditional	When “No” to “Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?”
Did the merchant fail to disclose it's refund policy at the time of the transaction and is unwilling to accept your return or cancellation?	Yes/No		Conditional	When “No” to “Has the merchant failed to respond to your return or cancellation request?”
Are you disputing the full amount of the transaction?	Yes/No		Mandatory
What amount are you disputing?	Freeform Text	Numerical Only	Conditional	When “No” to “Are you disputing the full amount of the transaction?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain.	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?"
Do you have any additional information that should be provided to the merchant regarding your dispute?	Yes/No		Mandatory
Please provide any additional information. This will be provided to the merchant.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information that should be provided to the merchant regarding your dispute?”

— Service

Were you issued a partial credit?
- No
- Yes — Please select the credit transaction
What was the expected receipt date of the service?
Did you cancel?
- No
- Yes —
  - When did you cancel?
  - Why did you cancel?
  - How did you cancel?
  - Was a cancellation policy provided?
    - No
    - Yes — What was the policy?
Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?
- No — Has the merchant failed to respond to your return or cancellation request?
  - 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
- Yes
What type of service was it?
- Timeshare — What was the date of the timeshare, or when was the contract and/or related documents received?
- Guaranteed reservation — What was reserved?
  - Is the dispute regarding a “No-Show” charge?
    - No
    - Yes —Were the accommodations used?
      - No
      - Yes
    - Did the merchant provide alternate accommodations and still charge for a “no-show”?
      - No
      - Yes
    - Was the “no-show” charge different from the quoted rate?
      - No
      - Yes — What was the quoted rate?
- Other — Provide more details about what was purchased.
Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain.
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Were you issued a partial credit?	Yes/No		Mandatory
Please select the credit transaction	Transaction Select		Conditional	When “Yes” to “Were you issued a partial credit?”
What was the expected receipt date of the service?	Date		Mandatory
Did you cancel?	Yes/No		Mandatory
When did you cancel?	Date		Conditional	When “Yes” to “Did you cancel?”
Why did you cancel?	Freeform Text		Conditional	When “Yes” to “Did you cancel?”
How did you cancel?	Freeform Text		Conditional	When “Yes” to “Did you cancel?”
Was a cancellation policy provided?	Yes/No		Conditional	When “Yes” to “Did you cancel?”
What was the policy?	Freeform Text		Conditional	When “Yes” to “Was a cancellation policy provided?”
Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?	Yes/No		Mandatory
Has the merchant failed to respond to your return or cancellation request?	Yes/No		Conditional	When “No” to “Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?”
Did the merchant fail to disclose it's refund policy at the time of the transaction and is unwilling to accept your return or cancellation?	Yes/No		Conditional	When “No” to “Has the merchant failed to respond to your return or cancellation request?”
What type of service was it?	Single Select	Timeshare Guaranteed reservation Other	Mandatory
What was the date of the timeshare, or when was the contract and/or related documents received?	Date		Conditional	When “Timeshare” to “What type of service was it?”
What was reserved?	Freeform Text		Conditional	When “Guaranteed reservation” to “What type of service was it?”
Is the dispute regarding a “No-Show” charge?	Yes/No		Conditional	When “Guaranteed reservation” to “What type of service was it?”
Were the accommodations used?	Yes/No		Conditional	When “Yes” to “Is the dispute regarding a “No-Show” charge?”
Did the merchant provide alternate accommodations and still charge for a “no-show”?	Yes/No		Conditional	Follows “Were the accommodations used?”
Was the “no-show” charge different from the quoted rate?	Yes/No		Conditional	Follows “Did the merchant provide alternate accommodations and still charge for a “no-show”?”
What was the quoted rate?	Freeform Text	Numerical Only	Conditional	When “Yes” to “Was the “no-show” charge different from the quoted rate?”
Provide more details about what was purchased.	Freeform Text		Conditional	When “Other” to “What type of service was it?”
Are you disputing the full amount of the transaction?	Yes/No		Mandatory
What amount are you disputing?	Freeform Text	Numerical Only	Conditional	When “No” to “Are you disputing the full amount of the transaction?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain.	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information that should be provided to the merchant regarding your dispute?	Yes/No		Mandatory
Please provide any additional information. This will be provided to the merchant.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information that should be provided to the merchant regarding your dispute?”

I have an issue with a recurring transaction on my account.

Were you aware the transaction was recurring?
- No
- Yes — Please provide a cancellation date.
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Were you aware the transaction was recurring?	Yes/No	Mandatory
Please provide a cancellation date.	Date	Conditional	When “Yes” to “Were you aware the transaction was recurring?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

I was charged or credited incorrectly

How were you charged or credited incorrectly?

I was charged the wrong amount

Are you disputing the full amount of the transaction?
- 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.
What is the correct amount that should have been charged?
What is the amount shown on your receipt or confirmation?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Are you disputing the full amount of the transaction?	Yes/No	Mandatory
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.		Conditional	When “Yes” to “Are you disputing the full amount of the transaction?”
What is the correct amount that should have been charged?	Freeform Text	Mandatory
What is the amount shown on your receipt or confirmation?	Freeform Text	Mandatory
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

I was charged for a "No-Show" from a hotel incorrectly

Were the accommodations used?
- No
- Yes
Did the merchant provide alternate accommodations and still charge for a “no-show”?
- No
- Yes
Was the “no-show” charge different from the quoted rate?
- No
- Yes — What was the quoted rate?
Did you cancel?
- No
- Yes —
  - When did you cancel?
  - Why did you cancel?
  - How did you cancel?
  - Was a cancellation policy provided?
    - No
    - Yes — What was the policy?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Were the accommodations used?	Yes/No	Mandatory
Did the merchant provide alternate accommodations and still charge for a “no-show”?	Yes/No	Mandatory
Was the “no-show” charge different from the quoted rate?	Yes/No	Mandatory
What was the quoted rate?	Freeform Text	Conditional	When “Yes” to “Was the “no-show” charge different from the quoted rate?”
Did you cancel?	Yes/No	Mandatory
When did you cancel?	Date	Conditional	When “Yes” to “Did you cancel?”
Why did you cancel?	Freeform Text	Conditional	Follows “When did you cancel?”
How did you cancel?	Freeform Text	Conditional	Follows “Why did you cancel?”
Was a cancellation policy provided?	Yes/No	Conditional	Follows “How did you cancel?”
What was the policy?	Freeform Text	Conditional	Follows “Was a cancellation policy provided?”
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

I was charged for loss, theft, or damages in addition to the service

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
Is the dispute regarding additional charges related to damages?
- No — Is the dispute regarding additional charges related to theft or loss of a rental?
- Yes
Were the additional charges and the service charge billed as a single transaction?
- No
- Yes
Please provide additional information on the reason of the additional charges:
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Are you disputing the full amount of the transaction?	Yes/No	Mandatory
What amount are you disputing?	Freeform Text	Conditional	When “Yes” to “Are you disputing the full amount of the transaction?”
Is the dispute regarding additional charges related to damages?	Yes/No	Mandatory
Is the dispute regarding additional charges related to theft or loss of a rental?	Yes/No	Conditional	When “No” to “Is the dispute regarding additional charges related to damages?”
Were the additional charges and the service charge billed as a single transaction?	Yes/No	Mandatory
Please provide additional information on the reason of the additional charges:	Freeform Text	Mandatory
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

Addendum: I authorized a purchase, but a second, unauthorized transaction was processed

Please describe the additional charge and why it is not authorized:
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Please describe the additional charge and why it is not authorized:	Freeform Text	Mandatory
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

I did not receive the cash-back portion of my transaction

Are you disputing the full amount of the transaction?
- 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.
What amount was not provided to you?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Are you disputing the full amount of the transaction?	Yes/No	Mandatory
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.		Conditional	When “Yes” to “Are you disputing the full amount of the transaction?”
What amount was not provided to you?	Freeform Text	Mandatory
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

I am dissatisfied with the merchandise or a service I received.

What is the issue with the merchandise or service?

The merchandise is counterfeit.

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
Please provide a description of what was ordered.
Please describe how the merchandise is counterfeit.
Was the merchandise certified as counterfeit?
- No
- Yes — Please provide information about the entity that indicated the merchandise to be counterfeit.
Is the dispute regarding delayed delivery?
- No
- Yes — When did you receive the merchandise/service?
Did you return the merchandise?
- No — Did you attempt to return the merchandise?
  - No
  - Yes —
    - When did you attempt to return it?
    - Please provide a detailed description of how you attempted to return the merchandise.
- Yes —
  - When did you return the merchandise?
  - What return method did you use?
    - Face to Face
    - FedEx — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - DHL — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - UPS — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Postal Service — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Other — Please explain:
  - Did you attempt to resolve with the merchant?
    - No
    - Yes — Please explain
  - Do you have any additional information that should be provided to the merchant regarding your dispute?
    - No
    - Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Are you disputing the full amount of the transaction?	Yes/No		Mandatory
What amount are you disputing?	Freeform Text		Conditional	When “No” to “Are you disputing the full amount of the transaction?”
Please provide a description of what was ordered.	Freeform Text		Mandatory
Please describe how the merchandise is counterfeit.	Freeform Text		Mandatory
Was the merchandise certified as counterfeit?	Yes/No		Mandatory
Please provide information about the entity that indicated the merchandise to be counterfeit.	Freeform Text		Conditional	When “Yes” to “Was the merchandise certified as counterfeit?”
Is the dispute regarding delayed delivery?	Yes/No		Mandatory
When did you receive the merchandise/service?	Date		Conditional	When “Yes” to “Is the dispute regarding delayed delivery?”
Did you return the merchandise?	Yes/No		Mandatory
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional	When “Yes” to “Did you return the merchandise?”
Do you have a tracking number?	Yes/No		Conditional	When “FedEx,” “DHL,” “UPS,” or “Postal Service” is selected under “Did you return the merchandise?”
What was the tracking number?	Freeform Text		Conditional	When “Yes” to “Do you have a tracking number?”
Please Explain:	Freeform Text		Conditional	When “Other” is selected under “Did you return the merchandise?”
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

The merchandise is damaged or defective.

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
Please provide a detailed description of what was purchased and how it was damaged or defective. Please include all relevant details.
When did you receive the merchandise?
Did you return the merchandise?
- No — Did you attempt to return the merchandise?
  - No
  - Yes —
    - When did you attempt to return it?
    - Please provide a detailed description of how you attempted to return the merchandise.
- Yes —When did you return the merchandise?
  - What return method did you use?
    - Face to Face
    - FedEx — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - DHL — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - UPS — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Postal Service — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Other — Please explain:
  - Did you attempt to resolve with the merchant?
    - No
    - Yes — Please explain
  - Do you have any additional information that should be provided to the merchant regarding your dispute?
    - No
    - Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Are you disputing the full amount of the transaction?	Yes/No		Mandatory
What amount are you disputing?	Freeform Text		Conditional	When “No” to “Are you disputing the full amount of the transaction?”
Please provide a detailed description of what was purchased and how it was damaged or defective. Please include all relevant details.	Freeform Text		Mandatory
When did you receive the merchandise?	Date		Mandatory
Did you return the merchandise?	Yes/No		Mandatory
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional	When “Yes” to “Did you return the merchandise?”
Do you have a tracking number?	Yes/No		Conditional	When “FedEx,” “DHL,” “UPS,” or “Postal Service” is selected under “Did you return the merchandise?”
What was the tracking number?	Freeform Text		Conditional	When “Yes” to “Do you have a tracking number?”
Please Explain:	Freeform Text		Conditional	When “Other” is selected under “Did you return the merchandise?”
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	Follows “When did you attempt to return it?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

The merchandise or service has a quality issue.

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
What was purchased?

— Merchandise

Please provide a description of the merchandise and the quality issue.
When did you receive the merchandise?
Did you return the merchandise?
- No — Did you attempt to return the merchandise?
  - No
  - Yes —
    - When did you attempt to return it?
    - Please provide a detailed description of how you attempted to return the merchandise.
- Yes —When did you return the merchandise?
  - What return method did you use?
    - Face to Face
    - FedEx — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - DHL — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - UPS — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Postal Service — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Other — Please explain:
  - Did you attempt to resolve with the merchant?
    - No
    - Yes — Please explain
  - Do you have any additional information that should be provided to the merchant regarding your dispute?
    - No
    - Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Please provide a description of the merchandise and the quality issue.	Freeform Text		Mandatory
When did you receive the merchandise/service?	Date		Mandatory
Did you return the merchandise?	Yes/No		Mandatory
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional	When “Yes” to “Did you return the merchandise?”
Do you have a tracking number?	Yes/No		Conditional	When “FedEx,” “DHL,” “UPS,” or “Postal Service” is selected under “Did you return the merchandise?”
What was the tracking number?	Freeform Text		Conditional	When “Yes” to “Do you have a tracking number?”
Please Explain:	Freeform Text		Conditional	When “Other” is selected under “Did you return the merchandise?”
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	Follows “When did you attempt to return it?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

— Service

Please provide a description of the service and the quality issue.
Is the dispute regarding an interruption of an ongoing service?
- No – When did you receive the service?
- Yes — When did the interruption of the service occur?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Please provide a description of the service and the quality issue.	Freeform Text	Mandatory
Is the dispute regarding an interruption of an ongoing service?	Yes/No	Mandatory
When did the interruption of the service occur?	Date	Conditional	When “Yes” to “Is the dispute regarding an interruption of an ongoing service?”
When did you receive the service?	Date	Conditional	When “No” to “Is the dispute regarding an interruption of an ongoing service?”
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

The merchandise or service is not as described.

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
What was not as described?

— Merchandise

Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details.
When did you receive the merchandise?
Did you return the merchandise?
- No — Did you attempt to return the merchandise?
  - No
  - Yes —
    - When did you attempt to return it?
    - Please provide a detailed description of how you attempted to return the merchandise.
- Yes —When did you return the merchandise?
  - What return method did you use?
    - Face to Face
    - FedEx — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - DHL — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - UPS — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Postal Service — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Other — Please explain:
  - Did you attempt to resolve with the merchant?
    - No
    - Yes — Please explain
  - Do you have any additional information that should be provided to the merchant regarding your dispute?
    - No
    - Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details.	Freeform Text		Mandatory
When did you receive the merchandise/service?	Date		Mandatory
Did you return the merchandise?	Yes/No		Mandatory
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional	When “Yes” to “Did you return the merchandise?”
Do you have a tracking number?	Yes/No		Conditional	When “FedEx,” “DHL,” “UPS,” or “Postal Service” is selected under “Did you return the merchandise?”
What was the tracking number?	Freeform Text		Conditional	When “Yes” to “Do you have a tracking number?”
Please Explain:	Freeform Text		Conditional	When “Other” is selected under “Did you return the merchandise?”
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	Follows “When did you attempt to return it?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

— Service

Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details.
Is the dispute regarding an interruption of an ongoing service?
- No – When did you receive the service?
- Yes — When did the interruption of the service occur?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details.	Freeform Text	Mandatory
Is the dispute regarding an interruption of an ongoing service?	Yes/No	Mandatory
When did the interruption of the service occur?	Date	Conditional	When “Yes” to “Is the dispute regarding an interruption of an ongoing service?”
When did you receive the service?	Date	Conditional	When “No” to “Is the dispute regarding an interruption of an ongoing service?”
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

The terms of sale were misrepresented.

Are you disputing the full amount of the transaction?
- No — What amount are you disputing?
- Yes
What was not as described?

— Merchandise

Please provide a description of what was ordered.
When did you receive the merchandise?
How was the merchandise misrepresented?
Did you return the merchandise?
- No — Did you attempt to return the merchandise?
  - No
  - Yes —
    - When did you attempt to return it?
    - Please provide a detailed description of how you attempted to return the merchandise.
- Yes —When did you return the merchandise?
  - What return method did you use?
    - Face to Face
    - FedEx — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - DHL — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - UPS — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Postal Service — Do you have a tracking number?
      - No
      - Yes — What was the tracking number?
    - Other — Please explain:
  - Did you attempt to resolve with the merchant?
    - No
    - Yes — Please explain
  - Do you have any additional information that should be provided to the merchant regarding your dispute?
    - No
    - Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Values	Requirement level	Notes
Please provide a description of what was ordered.	Freeform Text		Mandatory
When did you receive the merchandise/service?	Date		Mandatory
How was the merchandise/service misrepresented?	Freeform Text		Mandatory
Did you return the merchandise?	Yes/No		Mandatory
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional	When “Yes” to “Did you return the merchandise?”
Do you have a tracking number?	Yes/No		Conditional	When “FedEx,” “DHL,” “UPS,” or “Postal Service” is selected under “Did you return the merchandise?”
What was the tracking number?	Freeform Text		Conditional	When “Yes” to “Do you have a tracking number?”
Please Explain:	Freeform Text		Conditional	When “Other” is selected under “Did you return the merchandise?”
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	Follows “When did you attempt to return it?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

— Service

Please provide a description of what was ordered.
Is the dispute regarding an interruption of an ongoing service?
- No – When did you receive the service?
- Yes — When did the interruption of the service occur?
How was the merchandise/service misrepresented?
Did you attempt to resolve with the merchant?
- No
- Yes — Please explain
Do you have any additional information that should be provided to the merchant regarding your dispute?
- No
- Yes — Please provide any additional information. This will be provided to the merchant.

Question properties

Question	Type	Requirement level	Notes
Please provide a description of what was ordered.	Freeform Text	Mandatory
Is the dispute regarding an interruption of an ongoing service?	Yes/No	Mandatory
When did the interruption of the service occur?	Date	Conditional	When “Yes” to “Is the dispute regarding an interruption of an ongoing service?”
When did you receive the service?	Date	Conditional	When “No” to “Is the dispute regarding an interruption of an ongoing service?”
How was the merchandise/service misrepresented?	Freeform Text	Mandatory
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory
Please provide any additional information.	Freeform Text	Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”