Intake
If an account is selected instead of a card, the response to the question "Is the issue you are reporting related to a transaction made with your card?" changes the intake questionnaire flow.
Yes will follow the card dispute path.
No will follow the non-card dispute path.
| Which of the following would you like to report? | Claim Reason |
|---|---|
I did not authorize a debit or credit to my account. | Unauthorized |
| I authorized a transaction, but it is incorrect. | Incorrect |
...
I did not authorize a debit or credit to my account. Anchor Unauthorized Unauthorized
Have you ever done business with any of the merchants involved in the unauthorized transactions?
| Expand | ||
|---|---|---|
| ||
Yes
No
|
Were you contacted by anyone requesting a payment?
| Expand | ||
|---|---|---|
| ||
Yes
Did you perform the transfer, but later identified the transfer was due to a scame? Yes
No
No
|
Have you ever authorized anyone to use your online banking account?
| Expand | ||
|---|---|---|
| ||
Yes
No
|
Have you ever shared your online banking credentials?
| Expand | ||
|---|---|---|
| ||
Yes
No
|
Do you have any additional information to provide about this dispute?
| Expand | ||
|---|---|---|
| ||
Yes - A freeform box appears
No
|
...
I authorized a transaction, but it is incorrect.
| Anchor | ||||
|---|---|---|---|---|
|
Have you attempted to resolve the issue with the recipient?
| Expand | ||
|---|---|---|
| ||
Yes
No
|
Was the Zelle transfer to the wrong recipient (Email/Phone Number) or was the incorrect amount transferred?
| Expand | ||
|---|---|---|
| ||
Incorrect Recipient (Email/Phone Number)
Do you recognize the person you sent the funds to? Yes
No
Incorrect Amount
|
Did you use Zelle to pay for merchandise or a service that you did not receive?
| Expand | ||
|---|---|---|
| ||
Yes
No
|
Please describe in detail what was incorrect about your transfer.
| Expand | ||
|---|---|---|
| ||
|
Do you have any additional information to provide about this dispute?
| Expand | ||
|---|---|---|
| ||
Yes - A freeform box appears
No
|