Merchandise or Service

Question

Property

Type

Values

Mandatory/Optional/Conditional

Notes

What was purchased?

MerchandiseOrService

Radio

Merchandise,

Service

Mandatory

Dispute Amount

Question	Property	Type	Values	Mandatory/Optional/Conditional	Notes
Are you disputing the full amount of the transaction?	DisputingFullAmount	Yes/No		Mandatory
What amount are you disputing?	DifferentDisputeAmount	Text		Mandatory if DisputingFullAmount="No"

Rule(s)

Merchandise Quality Details

Question	Property	Type	Values	Mandatory/Optional/Conditional	Notes
Please provide a description of the merchandise and the quality issue.	MerchandiseDescription	Text		Mandatory
When did you receive the merchandise?	ReceiveDate	Date		Mandatory

Rule(s)

Merchandise Return

Question	Property	Type	Values	Mandatory/Optional/Conditional
Did you return the merchandise?	WasMerchandiseReturned	Yes/No		Mandatory
When did you return the merchandise?	CardholderReturnedDate	Date		Mandatory if WasMerchandiseReturned="Yes"
What return method did you use?	ReturnMethod	Radio	Face to Face, FedEx, DHL, UPS, Postal Service, Other	Mandatory if WasMerchandiseReturned="Yes"
What was the tracking number?	ReturnTrackingNumber	Text		Mandatory if ReturnMethod="FedEx", "DHL", "UPS", or "Postal Service"
Please Explain.	OtherPleaseExplain	Text		Mandatory if ReturnMethod="Other"
Did you attempt to return the merchandise?	WasReturnAttempted	Yes/No		Mandatory if WasMerchandiseReturned="No"
When did you attempt to return it?	AttemptedReturnDate	Date		Mandatory if WasReturnAttempted="Yes"
Please provide a detailed description of how you attempted to return and the disposition of the merchandise.	DetailedDescription	Text		Mandatory if WasReturnAttempted="Yes"
Please explain why a return was not attempted	NoAttemptReturnExplanation	Text		Mandatory if WasReturnAttempted="No"
Do you have any additional details about the return?	HasAdditionalReturnDetails	Yes/No		Mandatory
Please provide any additional details about the return.	AdditionalReturnDetails	Text		Mandatory if HasAdditionalReturnDetails="Yes"

Rule(s)

Service Quality Details

Question	Property	Type	Mandatory/Optional/Conditional
Please provide a description of the service and the quality issue.	ServiceDescription	Text	Mandatory
Is the dispute regarding the interruption of an ongoing service?	OngoingService	Yes/No	Mandatory
When did the interruption of the service occur?	ServiceInterruptionDate	Date	Mandatory if OngoingService="Yes"
When did you receive the service?	ReceiveDate	Date	Mandatory if OngoingService="No"

Rule(s)

Resolve with Merchant

Question	Property	Type	Values	Mandatory/Optional/Conditional	Notes
Did you attempt to resolve with the merchant?	ResolveWithMerchantInd	Yes/No		Mandatory
Please explain:	ResolveWithMerchantExplanation	Text		Mandatory if ResolveWithMerchantInd="Yes/No"

Rule(s)

Additional Information

Question	Property	Type	Mandatory/Optional/Conditional	Notes
Do you have any additional information to provide about this dispute?	AdditionalInformationInd	Yes/No	Mandatory
If you have any documentation in support of your claim, please attach it now.	N/A	Attachment	Optional	Extension: Intake Attachment Prompt To prompt users to attach any available documentation during intake, set CanAttachIntakeDocs to true.
Please provide any additional information.	AdditionalInformation		Mandatory if AdditionalInformationInd= "Yes"

Rule(s)

Rule(s)

MC_MerchantQuality

QFD Knowledgebase

Mastercard Questionnaire - Merchant Quality