What is the issue with the merchandise or service?

The terms of sale were misrepresented.

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?”

What was purchased?

Single Select

Merchandise

Service

Mandatory

Merchandise

Question	Type	Values	Mandatory/Optional/Conditional	Notes
Please provide a description of what was ordered.	Freeform Text		Mandatory
When did you receive the merchandise/service?	Date		Mandatory
How was the merchandise/service misrepresented?	Freeform Text		Mandatory
Did you return the merchandise?	Yes/No		Mandatory
When did you return the merchandise?	Date		Conditional	When “Yes” to “Did you return the merchandise?”
What return method did you use?	Single Select	Face to Face FedEx DHL UPS Postal Service Other	Conditional	When “Yes” to “Did you return the merchandise?”
Do you have a tracking number?	Yes/No		Conditional	When “FedEx,” “DHL,” “UPS,” or “Postal Service” is selected under “Did you return the merchandise?”
What was the tracking number?	Freeform Text		Conditional	When “Yes” to “Do you have a tracking number?”
Please Explain:	Freeform Text		Conditional	When “Other” is selected under “Did you return the merchandise?”
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?”
Did you attempt to resolve with the merchant?	Yes/No		Mandatory
Please explain:	Freeform Text		Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
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	Mandatory/Optional/Conditional	Notes
Please provide a description of what was ordered.	Freeform Text	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?”
When did you receive the service?	Date	Conditional	When “No” to “Is the dispute regarding an interruption of an ongoing service?”
How was the merchandise/service misrepresented?	Freeform Text	Mandatory
Did you attempt to resolve with the merchant?	Yes/No	Mandatory
Please explain:	Freeform Text	Conditional	When “Yes” to “Did you attempt to resolve with the merchant?”
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?”

Merchandise or Service Issue | Mastercard

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