Merchandise or Service Not Received | Mastercard

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.

Question	Type	Values	Mandatory/Optional/Conditional	Notes

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

Question	Type	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 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

Question	Type	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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Merchandise or Service Not Received | Mastercard

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