Visa Questionnaire

This is the general questionnaire structure for the response to /claim/intake/retrieveQuestionnaire when the dispute is for a Visa 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 have not received the merchandise or services that I purchased.
  • [required] Are you disputing the full amount of the transaction? [Yes/No]

    • No

      • What amount are you disputing? [Text]

      • Why is the dispute different than the posted transaction amount? [Text]

    • Yes

  • [required] Is the purchase a third-party gift card without an expiration date, where the merchandise or services were not provided by the third party due to insolvency or bankruptcy? [Yes/No]

    • No

    • Yes

  • [required] What was not received? [BulletList]

Merchandise
  • [required] Did the merchant cancel the merchandise? [Yes/No]

    • No

    • Yes

      • Date merchant cancelled merchandise [Date]

      • Is the merchant in bankruptcy or liquidation? [Yes/No]

        • No

        • Yes

  • [required] Are you still expecting a delivery for the merchandise? [Yes/No]

    • No

    • Yes

      • Why are you initiating a dispute prior to the expected delivery date? [Text]

      • What is the last expected receipt date for the merchandise? [Date]

  • [required] What was the expected receipt time for the merchandise? [Date]

  • [required] Was the merchandise delivered to the incorrect location? [Yes/No]

    • No

    • Yes — Please provide the address of the agreed upon location. [Text]

  • [required] Was the merchandise delivered late? [Yes/No]

    • No — Did you attempt to return the merchandise? [Yes/No]

      • No

      • Yes — When did you attempt to return it? [Date]

    • Yes — Please provide details of late delivery. [Text]

  • [required] Did you return the merchandise? [Yes/No]

    • No

    • 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] Did you cancel prior to the expected receipt date? [Yes/No]

    • No

    • Yes — When did you cancel? [Date]

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No

      • Yes — Please explain. [Text]

    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Service
  • [required] Did merchant cancel services? [Yes/No]

    • No

    • Yes — Date the merchant cancelled services [Date]

  • [required] Is the merchant in bankruptcy or liquidation? [Yes/No]

    • No

    • Yes

  • [required] Was non-fiat currency (e.g. cryptocurrency) or non-fungible token(s) not successfully delivered to the destination wallet address supplied by the Cardholder at the time of the Transaction? [Yes/No]

    • No

    • Yes — Note: Please provide evidence that the non-fiat currency or non-fungible token(s) was not successfully delivered to the destination wallet address at the time of the Transaction. [Text]

  • [required] Are you still expecting a service delivery? [Yes/No]

    • No

    • Yes

      • Why are you initiating a dispute prior to the expected delivery date? [Text]

      • What is the last expected receipt date for the service? [Date]

      • What was the expected receipt time for the service? [Date]

      • Did you cancel the service prior to the expected receipt date? [Yes/No]

        • No

        • Yes

          • When did you cancel? [Date]

          • Why did you cancel? [Text]

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No

      • Yes — Please explain. [Text]

    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


I cancelled or returned the merchandise or service and have not received the expected credit.
  • [required] Are you disputing the full amount of the transaction? [Yes/No]

    • No

      • What amount are you disputing? [Text]

      • Why is the dispute different than the posted transaction amount? [Text]

    • Yes

  • [required] Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? [Yes/No]

    • No — When did you cancel the service or return the merchandise? [Date]

    • Yes

  • [required] What was purchased? [BulletList]

Merchandise
  • [required] Please provide details about the merchandise. [Text]

  • [required] When did you receive or expect to receive the merchandise? [Date]

  • [required] Did you receive the merchandise? [Yes/No]

    • No

    • Yes

      • 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 instruction 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] Did you cancel the order? [Yes/No]

    • No

    • Yes

      • When did you cancel?

      • Did you cancel prior to the shipment date? [Yes/No]

        • No

        • Yes

      • Why did you cancel? [Text]

      • Was a cancellation policy provided? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No

      • Yes — Please explain. [Text]

    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Service
  • [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 — When was the service provided or expected? [Date]

    • Other — Please explain: [Text]

  • [required] Did you cancel the service? [Yes/No]

    • No

    • Yes

      • When did you cancel or attempt to cancel? [Date]

      • Why did you cancel? [Text]

      • Was a cancellation policy provided? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No

      • Yes — Please explain. [Text]

    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Credit not processed. I cancelled or returned the merchandise or service and have not received the expected credit.
  • [required] Are you disputing the full amount of the transaction? [Yes/No]

    • No

      • What amount are you disputing? [Text]
      • Why is the dispute different than the posted transaction amount? [Text]
    • Yes

  • [required] Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? [Yes/No]

    • No — Is the credit voucher, transaction receipt, or refund acknowledgement dated? [Yes/No]

      • No — When did you cancel the service or return the merchandise? [Date]
      • Yes — What is the date on the credit voucher, transaction receipt, or refund acknowledgement [Date]
    • Yes

  • [required] What was purchased? [BulletList]

Merchandise
  • [required] Please provide details about the merchandise. [Text]

  • [required] When did you receive or expect to receive the merchandise? [Date]

  • [required] Did you receive the merchandise? [Yes/No]

    • No

    • Yes

    • 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 instruction 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] Did you cancel the order? [Yes/No]

    • No

    • Yes

      • When did you cancel? [Date]

      • Did you cancel prior to the shipment date? [Yes/No]

        • No

        • Yes

      • Why did you cancel? [Text]

      • Was a cancellation policy provided? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Service
  • [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 — When was the service provided or expected? [Date]

    • Other — Please explain: [Text]

  • [required] Did you cancel the service? [Yes/No]

    • No

    • Yes

      • When did you cancel or attempt to cancel? [Date]

      • Why did you cancel? [Text]

      • Was a cancellation policy provided? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


I have an issue with a recurring transaction on my account.
  • [required] When did you cancel the recurring transaction? [Date]

  • [required] Why did you cancel? [Text]

  • [required] How did you contact the merchant to cancel? [BulletList]

    • Call Center/SMS/Text Message — Which did you use to contact the merchant? [BulletList]

    • Call Center

    • SMS/Text Message

    • Both

      • Please provide the number you contacted. [Text]
    • Email — Please provide the email address you contacted. [Text]

    • Mail — Please provide the mailing address you contacted. [Text]

    • In-Person — Please provide the physical address you contacted. [Text]

    • Application Name — Please provide the Application Name you used to cancel. [Text]

  • [required] Was another form of payment provided for this transaction? [Yes/No]

    • No

    • Yes — Please describe the other form of payment. [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [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]
      • Why is the dispute different than the posted transaction amount? [Text]
    • Yes

  • [required] Please provide a description of what was ordered. [Text]

  • [required] Please describe how the merchandise is counterfeit. [Text]

  • [required] Please provide information about the entity that indicated the merchandise to be counterfeit. [Text]

  • [required] When did you receive the merchandise or learn that it was counterfeit? [Date]

  • [required] Please describe the disposition of the merchandise [Text]

  • [required] Was the merchandise certified as counterfeit by any of the following? [BulletList]

    • The owner of the intellectual property or its authorized representative.

    • Customs agency, law enforcement agency or other government agency.

    • A third-party expert.

    • None of the above.

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [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]
      • Why is the dispute different than the posted transaction amount? [Text]
    • Yes

  • [required] Please provide a description of what was ordered. [Text]

  • [required] 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]

        • 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 instruction 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] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [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]

      • Why is the dispute different than the posted transaction amount? [Text]

    • Yes

  • [required] What was purchased? [BulletList]

Merchandise
  • [required] Is dispute related to the quality of food received from eating places or restaurants? [Yes/No]

    • No

    • Yes

  • [required] Please provide a description of the merchandise and the quality issue. [Text]

  • [required] 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]

        • 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 instruction 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] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Service
  • [required] Was non-fiat currency or purchase of non-fungible token(s) (NFT), the non-fiat currency or non-fungible token received by the cardholder did not match the description provided at the time of the transaction? [Yes/No]

    • No

    • Yes

  • [required] Is dispute related to the quality of food received from eating places or restaurants? [Yes/No]

    • No

    • Yes

  • [required] Please provide a description of the service and the quality issue. [Text]

  • [required] When did you receive the service? [Date]

  • [required] Did you have to pay for work to be redone? [Yes/No]

    • No

    • Yes

  • [required] Did you cancel the service? [Yes/No]

    • No

    • Yes

      • When did you cancel? [Date]

      • Why did you cancel? [Text]

      • Did the merchant accept the cancellation? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
        • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [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]
      • Why is the dispute different than the posted transaction amount? [Text]
    • Yes

  • [required] What was purchased? [BulletList]

Merchandise
  • [required] Is dispute related to the quality of food received from eating places or restaurants? [Yes/No]

    • No

    • Yes

  • [required] Please provide details of what was ordered and not as described. [Text]

  • [required] 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]

        • 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 instruction 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?

        • 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] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Service
  • [required] Was non-fiat currency or purchase of non-fungible token(s) (NFT), the non-fiat currency or non-fungible token received by the cardholder did not match the description provided at the time of the transaction? [Yes/No]

    • No

    • Yes

  • [required] Is dispute related to the quality of food received from eating places or restaurants? [Yes/No]

    • No

    • Yes

  • [required] Please provide details of what was ordered and not as described. [Text]

  • [required] When did you receive the service? [Date]

  • [required] Did you cancel the service? [Yes/No]

    • No

    • Yes

      • When did you cancel? [Date]

      • Why did you cancel? [Text]

      • Did the merchant accept the cancellation? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [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]
        • Why is the dispute different than the posted transaction amount? [Text]
    • Yes

  • [required] What was purchased? [BulletList]

Merchandise
  • [required] Please provide details of what was ordered. [Text]

  • [required] When did you receive the merchandise/service? [Date]

  • [required] How was the merchandise/service 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]

        • 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 instruction 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] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
        • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Service
  • [required] Please provide a description of what was purchased. [Text]

  • [required] When did you receive the service? [Date]

  • [required] How was the merchandise/service misrepresented? [Text]

  • [required] Did you cancel the service? [Yes/No]

    • No

    • Yes

      • When did you cancel? [Date]

      • Why did you cancel? [Text]

      • Did the merchant accept the cancellation? [Yes/No]

        • No

        • Yes

  • [required] Did you attempt to resolve with the merchant? [Yes/No]

    • No — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


I was charged 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] Is the dispute due to the difference between the quoted price and the actual charges made by the merchant? [Yes/No]

    • No

    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


I was charged a long time after the transaction occurred
  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Invalid Data
  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Incorrect Currency
  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


Incorrect Account Number
  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


I was charged more than once.

The duplicate transaction must be selected for the claim reason 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 Visa

        • 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 — Are there local laws or regulations prohibiting you from resolving with the merchant? [Yes/No]

      • No
      • Yes — Please explain. [Text]
    • Yes

  • [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]

  • [required] Do you have any additional information to provide about this dispute? [Yes/No]

    • No

    • Yes — Please provide any additional information. [Text]


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