What is the issue with the merchandise or service?

The merchandise or service has a quality issue.

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		Conditional	When “No” to “Are you disputing the full amount of the transaction?”
Why is the dispute different than the posted transaction amount?	Freeform Text		Conditional	Follows “What amount are you disputing?”
What was purchased?	Single Select	Merchandise Service	Mandatory

Merchandise

Question	Type	Values	Mandatory/Optional/Conditional	Notes
Is dispute related to the quality of food received from eating places or restaurants?	Yes/No		Mandatory
Please provide a description of the merchandise and the quality issue.	Freeform Text		Mandatory
When did you receive the merchandise/service?	Date		Mandatory
Did you return the merchandise?	Yes/No		Mandatory
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Did you return the merchandise?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
Please provide a detailed description of how you attempted to return the merchandise.	Freeform Text		Conditional	Follows “When did you attempt to return it?”
Where is the merchandise at this time?	Freeform Text		Conditional	Follows “Please provide a detailed description of how you attempted to return the merchandise.”
Please select one of the options below which best represents the return attempt.	Single Select	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.	Conditional	Follows “Where is the merchandise at this time?”
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
Do you know when the merchant received the merchandise?	Yes/No		Conditional	Follows “When did you return the merchandise?”
When did the merchant receive the merchandise?	Date		Conditional	When “Yes” to “Do you know when the merchant received the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional
Please Explain:	Freeform Text		Conditional	When “Other” to “What return method did you use?”
What was the tracking number?	Freeform Text		Conditional	When either ”FedEx,” “DHL,” “UPS,” “Postal Service,” is selected to “What return method did you use?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Are there local laws or regulations prohibiting you from resolving with the merchant?	Yes/No		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
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	Mandatory/Optional/Conditional	Notes
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	Mandatory
Is dispute related to the quality of food received from eating places or restaurants?	Yes/No	Mandatory
Please provide a description of the service and the quality issue.	Freeform Text	Mandatory
When did you receive the service?	Date	Mandatory
Did you have to pay for work to be redone?	Yes/No	Mandatory
Did you cancel the service?	Yes/No	Mandatory
When did you cancel?	Date	Conditional	When “Yes” to “Did you cancel the service?”
Why did you cancel?	Freeform Text	Conditional	Follows “When did you cancel?”
Did the merchant accept the cancellation?	Yes/No	Conditional	Follows “Why did you cancel?”
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Are there local laws or regulations prohibiting you from resolving with the merchant?	Yes/No	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
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?”

Merchandise or Service Issue | Visa

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