Merchandise or Service Not Received | Visa

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 have not received the merchandise or services that 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		Conditional	When “Yes” 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?”
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		Mandatory
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	Values	Mandatory/Optional/Conditional	Notes
Did the merchant cancel the merchandise?	Yes/No		Mandatory
Date merchant cancelled merchandise	Date		Conditional	When “Yes” to “Did the merchant cancel the merchandise?”
Is the merchant in bankruptcy or liquidation?	Yes/No		Mandatory
Are you still expecting a delivery for the merchandise?	Yes/No		Mandatory
What is the last expected receipt date for the merchandise?	Date		Mandatory
Why are you initiating a dispute prior to the expected delivery date?	Freeform Text		Conditional	When “Yes” to “Are you still expecting a delivery for the merchandise?”
What was the expected receipt time for the merchandise?	Freeform Text		Mandatory
Was the merchandise delivered to the incorrect location?	Yes/No		Mandatory
Please provide the address of the agreed upon location.	Freeform Text		Conditional	When “Yes” to “Was the merchandise delivered to the incorrect location?”
Was the merchandise delivered late?	Yes/No		Mandatory
Please provide details of late delivery.	Freeform Text		Conditional	When “Yes” to “Was the merchandise delivered late?”
Did you return the merchandise?	Yes/No		Conditional	Follows “Please provide details of late delivery.”
Did you attempt to return the merchandise?	Yes/No		Conditional	When “No” to “Was the merchandise delivered late?”
When did you attempt to return it?	Date		Conditional	When “Yes” to “Did you attempt to return the merchandise?”
When did you return the merchandise?	Date		Conditional	When “Yes” to “Was the merchandise delivered late?”
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 cancel prior to the expected receipt date?	Yes/No		Mandatory
When did you cancel?	Date		Conditional	When “Yes” to “Did you cancel prior to the expected receipt date?”
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 “No” 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?”
Do you have any additional information to provide about this dispute?	Yes/No		Mandatory
Please provide any additional information.	Freeform Text		Conditional	When “Yes” to “Do you have any additional information to provide about this dispute?”

Service

Question	Type	Values	Mandatory/Optional/Conditional	Notes

Question	Type	Mandatory/Optional/Conditional	Notes
Did merchant cancel services?	Yes/No	Mandatory
Date the merchant cancelled services	Date	Conditional	When “Yes” to “Did merchant cancel services?”
Is the merchant in bankruptcy or liquidation?	Yes/No	Mandatory
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	Mandatory
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.		Conditional	When “Yes” to “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?”
Are you still expecting a service delivery?	Yes/No	Mandatory
What is the last expected receipt date for the service?	Date	Mandatory
Why are you initiating a dispute prior to the expected delivery date?	Freeform Text	Conditional	When “Yes” to “Are you still expecting a service delivery?”
What was the expected receipt time for the service?	Freeform Text	Mandatory
Did you cancel the service prior to the expected receipt date?	Yes/No	Mandatory
When did you cancel?	Date	Conditional	When “Yes” to “Did you cancel prior to the expected receipt date?”
Why did you cancel?	Freeform Text	Conditional	Follows “When 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 “No” 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?”
Do you have any additional information to provide about this dispute?	Yes/No	Mandatory

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Merchandise or Service Not Received | Visa

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