Dispute Reason

Overview

Establishing the dispute reason is a key component of the claim intake process. Once a customer and account have been identified, we must determine the reason for the dispute so that we can ask targeted questions in order to gather all the information necessary to investigate the claim. We use a consistent approach for identifying the dispute reason across transaction types and card networks. What is displayed to the user is dynamic based on the types of products and claim types your organization supports, as well as the type of account selected in the previous step.

Account/Card Dispute Reason

Is the issue you are reporting related to a transaction made with your debit card?

Selection	Questionnaire

Selection	Questionnaire
Yes	Card Dispute Reason
No	Account Dispute Reason

Account Dispute Reason Questionnaire

Which of the following would you like to report?

Selection

Selection
I did not authorize a debit or credit to my account.
I previously authorized a debit or credit to my account, but since revoked the authorization.
I authorized a transaction, but it is incorrect.
I authorized this purchase, but there is a problem and I need to dispute it.

Card Dispute Reason Questionnaires

Which of the following would you like to report?

Selection	Claim Category	Questionnaire	Notes

Selection	Claim Category	Questionnaire	Notes
I participated in this transaction, but there is a problem.	Dispute	Mastercard Visa
I did not participate in this transaction, and I did not authorize anyone else to participate in this transaction.	Fraud	Card Fraud Dispute Reason
I had an issue while using my card at an ATM.	ATM	Card ATM Dispute Reason
I suspect Identity Theft.	Identity Theft	Identity Theft Dispute Reason	Optional. Can be disabled via Client Configuration.
The merchant failed to obtain valid authorization.	Authorization	Card Authorization Dispute Reason (No questionnaire)	Optional. Can be disabled via Client Configuration. When enabled, only available to fulfillment users.

Mastercard Dispute Reasons

Visa Dispute Reasons

Which of the following best describes the reason for your dispute?

Selection	Claim Reason	Questionnaire

Selection	Claim Reason	Questionnaire
I lost my card.	Lost	Card Lost
My card was stolen.	Stolen	Card Stolen
I did not receive my card.	NRI	Card Not Received
I didn't make the purchase, but I still have my card.	Card Secure	Card Secure

Tell us the reason behind the dispute.

Selection	Claim Reason	Questionnaire

Selection	Claim Reason	Questionnaire
I had an issue withdrawing funds at an ATM.	ATM Withdrawal	ATM Withdrawal
My ATM deposit posted for the wrong amount.	ATM Deposit Incorrect	ATM Deposit Incorrect
My ATM deposit did not post to my account.	ATM Missing Deposit	ATM Deposit Not Posted

This dispute reason is reserved for fulfillment users to generate claims for authorization-related chargebacks that originate in the back-office. There is no questionnaire for this dispute reason.

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