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.

📘
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]

📘Note

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Note