"I have not received the merchandise or services that I purchased."
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| title | Merchandise or Services |
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Question
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Which of the following would you like to report?
I participated in this transaction, but there is a problem.
Which of the following best describes the reason for your dispute?
I haven't received merchandise or a service I purchased.
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Question | Type | Values | Mandatory/Optional/Conditional | Notes |
|---|---|---|---|---|
Are you disputing the full amount of the transaction? | Yes/No | Mandatory | ||
What amount are you disputing? | Freeform Text | Numerical Only | Optional | When “No” to “Are you disputing the full amount of the transaction?” |
What was not received? | Single Select | Merchandise Service | Mandatory | |
Please provide a detailed description of what was purchased and an explanation of the dispute. | Freeform Text | Mandatory |
Merchandise
Question | Type | Values | Mandatory/Optional/Conditional | 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 |
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Merchandise,
Service
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Referenced From
Mastercard Quesitonnaire - Non-Fraud Questionnaire
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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 “Are there local laws or regulations prohibiting you from resolving 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
Question | Type | Values | Mandatory/Optional/Conditional | 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 “Are there local laws or regulations prohibiting you from resolving 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?” |
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