Zelle Questionnaire
Intake
If an account is selected instead of a card, the response to the question "Is the issue you are reporting related to a transaction made with your card?" changes the intake questionnaire flow.
Yes will follow the card dispute path.
No will follow the non-card dispute path.
| Which of the following would you like to report? | Claim Reason |
|---|---|
I did not authorize a debit or credit to my account. | Unauthorized |
| I authorized a transaction, but it is incorrect. | Incorrect |
| I authorized this purchase, but there is a problem and I need to dispute it. | Merchandise/Service |
I did not authorize a debit or credit to my account.
Have you ever done business with any of the merchants involved in the unauthorized transactions?
Yes
No
Were you contacted by anyone requesting a payment?
Yes
Did you perform the transfer, but later identified the transfer was due to a scame?
Yes
No
No
Have you ever authorized anyone to use your online banking account?
Yes
No
Have you ever shared your online banking credentials?
Yes
No
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No
I authorized a transaction, but it is incorrect.
Have you attempted to resolve the issue with the recipient?
Yes
No
Was the Zelle transfer to the wrong recipient (Email/Phone Number) or was the incorrect amount transferred?
Incorrect Recipient (Email/Phone Number)
Do you recognize the person you sent the funds to?
Yes
No
Incorrect Amount
Did you use Zelle to pay for merchandise or a service that you did not receive?
Yes
No
Please describe in detail what was incorrect about your transfer.
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No
I authorized this purchase, but there is a problem and I need to dispute it.
Is this dispute in regards to merchandise or services not received?
Yes
No
Is this dispute in regards to a scam?
Yes
Who initiated contact for this purchase?
No
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No