Non-fraud Mastercard Questionnaire
| Which of the following would you like to report? | Which of the following best describes the reason for your dispute? | Claim Reason |
|---|---|---|
| I made this purchase, but there is a problem and I need to dispute it. | I haven't received merchandise or a service I purchased. I canceled or returned the merchandise or service and have not received the expected credit. I have an issue with a recurring transaction on my account. I am dissatisfied with the merchandise or a service I received. | Charged More Than Once Merchandise or Service Not Received Canceled or Returned Merchandise or Service Canceled Recurring Merchandise or Service Issue Charged or Credited Incorrectly |
| I did not authorize this transaction. I suspect fraud. | Lost Stolen Card Not Received Card Secure | |
| I had an issue while using my card at an ATM. | I did not receive cash or received partial cash at an ATM. My ATM deposit did not post to my account or posted for the wrong amount. | Dispensed Wrong Amount Deposited Wrong Amount Did Not Post |
I was charged more than once.
Is the valid transaction on the same account?
Yes
No
Is the other transaction on a (bank name) card?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I haven't received merchandise or a service I purchased.
Are you disputing the total amount of the transaction?
Yes
No
What was not received? (Jump to Service questions)
Merchandise
Service
Do you know when the merchandise was last expected to be received?
Yes
No
Were you issued a credit voucher instead of a refund?
Yes - No longer in business
Yes - Still in business
No - No longer in business
No - Still in business
Is the dispute regarding delayed delivery?
Yes
No
Is the dispute regarding a merchant pre-paid gift card?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
Do you know when the service was last expected to be performed?
Yes
No
Were you issued a credit voucher instead of a refund?
Yes - No longer in business
Yes - Still in business
No - No longer in business
No - Still in business
Is the dispute regarding delayed delivery?
Yes
No
Is the dispute regarding an interruption of an ongoing service?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I canceled or returned the merchandise or service and have not received the expected credit.
Are you disputing the total amount of the transaction?
Yes
No
What was purchased? (Jump to Service questions)
Merchandise
Service
What was the last expected receipt date for the merchandise?
Did you cancel?
Yes
No
Was a cancellation policy provided?
Yes
No
Did you return the merchandise?
Yes
No - Attempted to return
No - Did not attempt to return
Were you provided a credit voucher, voided transaction receipt or refund acknowledgement?
Yes
No - Merchant failed to respond
No - Merchant responded and failed to disclose
No - Merchant responded and didn't fail to disclose
Were you issued partial credit?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I have an issue with a recurring transaction on my account.
Were you aware the transaction was recurring?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I am dissatisfied with the merchandise or a service I received.
What is the issue with the merchandise or service?
The merchandise is counterfeit.
Are you disputing the total amount of the transaction?
Was the merchandise certified as counterfeit?
Yes
No
Is the dispute regarding delayed delivery?
Yes
No
Jump to Did you return the merchandise?
Did you return the merchandise?
Yes
No - Attempted to return
No - Did not attempt to return
The merchandise is damaged or defective.
The merchandise or service has a quality issue.
Merchandise
Jump to Did you return the merchandise?
Jump to Did you attempt to resolve with the merchant?
Service - No interruption
Service - Interruption
The merchandise or service is not as described.
Merchandise
Jump to Did you return the merchandise?
Jump to Did you attempt to resolve with the merchant?
Service - Interruption
Jump to Did you attempt to resolve with the merchant?
Service - No interruption
Jump to Were you issued a credit voucher instead of a refund?
Were you issued a credit voucher instead of a refund?
Yes
No - Merchant failed to respond
No - Merchant responded and failed to disclose
No - Merchant responded and didn't fail to disclose
The terms of sale were misrepresented.
Merchandise
Jump to Did you return the merchandise?
Jump to Did you attempt to resolve with the merchant?
Service - Interruption
Jump to Did you attempt to resolve with the merchant?
Service - No interruption
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No
I was charged or credited incorrectly.
How were you charged or credited incorrectly?
I was charged the wrong amount.
Are you disputing the full amount of the transaction? - Yes
Are you disputing the full amount of the transaction? - No
I should have received a credit but was charged again.
I was charged more than 180 days after I authorized the transaction.
Is the account the transaction authorized on closed? - Yes
Jump to Do you have any additional information to provide about this dispute?
Is the account the transaction authorized on closed? - No
Jump to Do you have any additional information to provide about this dispute?
I was charged for a "No-Show" from a hotel incorrectly.
Were accommodations used?
Yes
No
Did the merchant provide alternate accommodations and still charge for a "no-show"?
Yes
No
Was the "no-show" charge different from the quoted rate?
Yes
No
Is the dispute regarding a "no-show charge"?
Yes
No
Did you cancel?
Yes
No
Jump to Did you attempt to resolve with the merchant?
Was a cancellation policy provided?
Yes
No
I was charged for loss, theft, or damages in addition to the service.
Is the dispute regarding additional charges related to damages?
Yes
Jump to Were the additional charges and the service charge billed as a single transaction?
No
Is the dispute regarding additional charges related to theft or loss of a rental?
Yes
Jump to Were the additional charges and the service charge billed as a single transaction?
No
Were the additional charges and the service charge billed as a single transaction?
Yes
No
I authorized a purchase, but a second, unauthorized transaction was processed.
Did you attempt to resolve with the merchant?
Yes
No
Do you have any additional information to provide about this dispute?
Yes
No