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

I didn't make the transaction, but I still have my card.

Question	Type	Mandatory/Optional/Conditional	Notes
Have you ever done business with any of the merchants involved in the fraudulent transactions?	Yes/No	Mandatory
Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?	Yes/No	Conditional	When “Yes” to “Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?”
Based on the information you provided we will need to update the claim reason. Please go back and choose a new claim reason.		Conditional	When “Yes” to “Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?”
Do you always have possession of the card?	Yes/No	Mandatory
Where is the card usually kept?	Freeform Text	Conditional	When “No” to “Do you always have possession of the card?”
In what circumstances do you not have the card in your possession?	Freeform Text	Conditional	Follows “Where is the card usually kept?”
Have you ever authorized another person to use your card?	Yes/No	Mandatory
Who has authorization to use your card?	Freeform Text	Conditional	When “Yes” to “Have you ever authorized another person to use your card?”
Have you confirmed that this transaction was not made by the authorized person?	Yes/No	Conditional	Follows “Who has authorization to use your card?”
Have you ever shared your Personal Identification Number (PIN)?	Yes/No	Mandatory	Only if transaction type is ATM or Pinned
Who did you share it with?	Freeform Text	Conditional	When “Yes” to “Have you ever shared your Personal Identification Number (PIN)?”
Is this dispute in regard to the acquisition of non-fiat currency (ex: cryptocurrency) or purchase of a non-fungible token (NFT)?	Yes/No	Mandatory
Did you participate in the Transaction but subsequently were deceived into sending the non-fiat currency or NFT to a fraudulent recipient?	Yes/No	Conditional	When “Yes” to “Is this dispute in regard to the acquisition of non-fiat currency (ex: cryptocurrency) or purchase of a non-fungible token (NFT)?”

Due to the fraud on your account, we are cancelling your card.

Question	Type	Mandatory/Optional/Conditional	Notes
Would you like us to send you a replacement card?	Yes/No	Mandatory
No new card will be issued at this time. If you change your mind, please contact customer service or visit your local banking center to request a new card.		Conditional	When “No” to “Would you like us to send you a replacement card?”
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?”

Fraud Questionnaires

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