Amex Merchant Damaged Defective Questionnaire

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)

Damaged Defective Merchandise Details

Question	Property	Type	Values	Mandatory/Optional/Conditional	Notes
Please provide a description of what you purchased and how it is damaged or defective.	MerchandiseDescription	Text		Mandatory
When did you receive the merchandise?	ReceiveDate	Date

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 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"

Rule(s)

Credit Not Received Details

Question	Property	Type	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.

Rule(s)

Resolve with Merchant

Question	Property	Type	Values	Mandatory/Optional/Conditional
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"

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)

A_MerchantDamagedDefective