Amex Merchant Quality Questionnaire
Question | Property | Type | Values | Mandatory/Optional/Conditional | Notes |
---|---|---|---|---|---|
What was purchased? | MerchandiseOrService | Radio | Merchandise, Service | Mandatory |
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" |
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 |
Question | Property | Type | Values | Mandatory/Optional/Conditional | Notes |
---|---|---|---|---|---|
Did you return the merchandise? | WasMerchandiseReturned | Yes/No | Mandatory | ||
When did you return the merchandise? | CardholderReturnedDate | Date | Mandatory if WasMerchandiseReturned="Yes" | ||
What address was the merchandise returned? | ReturnAddress | Text | 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" | ||
Can you provide proof the merchandise was returned? | ReturnProofAvailable | Yes/No | Mandatory if WasMerchandiseReturned="Yes" | ||
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" |
Question | Property | Type | Values | Mandatory/Optional/Conditional | Notes |
---|---|---|---|---|---|
Please provide a description of the service and the quality issue. | ServiceDescription | Text | Mandatory | ||
When did you receive the service? | ReceiveDate | Date | Mandatory |
Question | Property | Type | Values | Mandatory/Optional/Conditional | Notes |
---|---|---|---|---|---|
Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? | WasCreditReceiptIssuedInd | Yes/No | Mandatory | ||
What is the date on the credit voucher, transaction receipt, or refund acknowledgement? | CreditReceiptDate | Date | Mandatory if WasCreditReceiptIssuedInd="Yes" | ||
Were you issued a partial credit? | IssuedPartialCredit | Yes/No | Mandatory | ||
Please select the credit transaction | SelectedValidTransaction | Radio | Mandatory if IssuedPartialCredit ="Yes" | A list of credit transactions are displayed to the user. A single transaction can be selected. |
Question | Property | Type | Values | Mandatory/Optional/Conditional | Notes |
---|---|---|---|---|---|
Did you attempt to resolve with the merchant? | ResolveWithMerchantInd | Yes/No | Mandatory | ||
When did you contact the merchant last? | LastMerchantContactDate | Date | Mandatory if ResolveWithMerchantInd="Yes" | ||
How did you contact the merchant? | MerchantContactMethod | Face to Face / Phone / Email / Website / Other | Mandatory if ResolveWithMerchantInd="Yes" | ||
Please Explain. | MerchantContactOtherExplanation | Text | Mandatory if MerchantContactMethod = "Other" | ||
Who did you communicate with? | WhoCommunicate | Text | Mandatory if ResolveWithMerchantInd="Yes" | ||
What was the merchants response? | MerchantResponse | Text | Mandatory if ResolveWithMerchantInd="Yes" |
Question | Property | Type | Values | 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" |