Non-fraud Visa 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 Credit 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?
Is the other transaction on a (bank name) card?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Are there local laws or regulations prohibiting you from resolving with the merchant?
Yes
No
Do you have any additional information that should be provided to the merchant regarding your dispute?
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?
Was the merchandise delivered late or to the wrong location?
Yes
No
Did you cancel prior to the expected receipt date?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Are there local laws or regulations prohibiting you from resolving with the merchant?
Yes
No
Do you have any additional information that should be provided to the merchant regarding your dispute?
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
Were you provided a credit voucher, voided transaction receipt or refund acknowledgment?
Yes
No
Credit voucher, voided transaction receipt, or refund acknowledgment questions:
Is the credit voucher, voided transaction receipt, or refund acknowledgment dated?
Yes
No
What was purchased?
Did you receive the merchandise? - Yes
Did you return the mechandise? - Yes
Jump to Do you know when the merchant received the merchandise?
Did you return the merchandise? - No
Jump to Did you attempt to return the merchandise?
Do you know when the merchant received the merchandise? - Yes
Do you know when the merchant received the merchandise? - No
Did you attempt to return the merchandise? - Yes
Did you attempt to return the merchandise? - No
Did you receive the merchandise? - No
Did you cancel?
Yes
No
Was a cancellation policy provided?
What type of service was it?
Timeshare
Did you cancel the service? - Yes
Did you cancel the service - No
Guaranteed Reservation
I properly cancelled the reservation.
I attempted to cancel within 24 hours of delivery of the reservation confirmation.
I was billed a no show fee for more than one day's accomodation or rental.
Other
Was a cancellation policy provided?
Yes
No
Did you attempt to resolve with the merchant?
Yes
No
Are there local laws or regulations prohibiting you from resolving with the merchant?
Yes
No
Do you have any additional information that should be provided to the merchant regarding your dispute?
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.
When did you cancel the recurring transaction?
How did you contact the merchant to cancel?
Call Center/SMS/Text Message
In-person
Web form/Application
Please describe your contact with the merchant to cancel the recurring transaction.
Was another form of payment provided for this transaction?
Yes
No
Do you have any additional information that should be provided to the merchant regarding your dispute?
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.
The merchandise is damaged or defective.
Jump to Did you return the merchandise?
The merchandise or service has a quality issue.
Merchandise
Jump to Did you return the merchandise?
Service - Paid for work to be redone
Service - Did not pay for work to be redone
Did you cancel the service? - Yes, merchant accepted cancellation
Jump to Did you attempt to resolve with the merchant?
Did you cancel the service? - Yes, merchant did not accept cancellation
Jump to Did you attempt to resolve with the merchant?
Did you cancel the service? - No
The merchandise or service is not as described.
Merchandise
Jump to Did you return the merchandise?
Service
Did you cancel the service? - Yes, merchant accepted cancellation
Jump to Did you attempt to resolve with the merchant?
Did you cancel the service? - Yes, merchant did not accept cancellation
Jump to Did you attempt to resolve with the merchant?
Did you cancel the service? - No
The terms of sale were misrepresented.
Merchandise
Jump to Did you return the merchandise?
Service
Did you cancel the service? - Yes, merchant accepted cancellation
Jump to Did you attempt to resolve with the merchant?
Did you cancel the service? - Yes, merchant did not accept cancellation
Jump to Did you attempt to resolve with the merchant?
Did you cancel the service? - No
Did you return the merchandise?
Yes
No - Attempted
No - Not Attempted
Did you attempt to resolve with the merchant?
Yes
No
Are there local laws or regulations prohibiting you from resolving with the merchant?
Yes
No
Do you have any additional information that should be provided to the merchant regarding your dispute?
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
Is the dispute due to the different between the quoted price and the actual charges made by the merchants? - Yes
Is the dispute due to the different between the quoted price and the actual charges made by the merchants? - No
I should have received a credit but was charged again.
Do you have any additional information that should be provided to the merchant regarding your dispute? - Yes
Do you have any additional information that should be provided to the merchant regarding your dispute? - No
Do you have any additional information provide about this dispute? - Yes
Do you have any additional information provide about this dispute? - No
I was charged more than 180 days after I authorized the transaction.
Do you have any additional information that should be provided to the merchant regarding your dispute? - Yes
Do you have any additional information that should be provided to the merchant regarding your dispute? - No
Do you have any additional information provide about this dispute? - Yes
Do you have any additional information provide about this dispute? - No
Invalid Data
Do you have any additional information that should be provided to the merchant regarding your dispute? - Yes
Do you have any additional information that should be provided to the merchant regarding your dispute? - No
Do you have any additional information provide about this dispute? - Yes
Do you have any additional information provide about this dispute? - No
Incorrect Currency
Do you have any additional information that should be provided to the merchant regarding your dispute? - Yes
Do you have any additional information that should be provided to the merchant regarding your dispute? - No
Do you have any additional information provide about this dispute? - Yes
Do you have any additional information provide about this dispute? - No
Incorrect Account Number
Do you have any additional information that should be provided to the merchant regarding your dispute? - Yes
Do you have any additional information that should be provided to the merchant regarding your dispute? - No
Do you have any additional information provide about this dispute? - Yes
Do you have any additional information provide about this dispute? - No