This is the general questionnaire structure for the response to `/claim/intake/retrieveQuestionnaire` when the dispute is for a Mastercard and it is not fraud. I participated in this transaction, but there is a problem. _Which of the following best describes the reason for your dispute?_

I was charged more than once

- _[required]_ Is the valid transaction on this same account? [`Yes/No`] - **No** — Is the other transaction on a Galileo card? [`Yes/No`] - **No** — What was the other form of payment? [`BulletList`] - **Another Mastercard** - **Another card** - **Check** - **Cash** - **Other** — Please explain. [`Text`] - **Yes** — Select the account the charge(s) appear on (`/claim/intake/retrieveOtherAccounts`): [Selector] - Please select a valid transaction (`/claim/intake/retrieveSimilarTransactions`). [Selector] - **Yes** — Please select a valid transaction (`/claim/intake/retrieveSimilarTransactions`). [Selector] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain: [`Text`] - _[required]_ Do you have any additional information to provide about this dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. [`Text`]

***

I haven't received merchandise or a service I purchased.

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ What was not received? [`BulletList`]

― Merchandise

- _[required]_ Do you know when the merchandise was last expected to be received? [`Yes/No`] - **No** - **Yes** — - What was the last expected receipt date for the merchandise? [`Date`] - Was a different date originally communicated to you? [`Yes/No`] - **No** - **Yes** — What was the original date that was communicated to you? [`Date`] - _[required]_ Were you issued a credit voucher instead of a refund? [`Yes/No`] - **No** — Has it been confirmed that the merchant will not provide the merchandise/services? (e.g., Merchant is no longer in business) [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - **Yes** — Has it been confirmed that the merchant will not honor the terms of the credit voucher or is unable to do so because they are no longer in business? [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - _[required]_ Is the dispute regarding delayed delivery? [`Yes/No`] - **No** - **Yes** - _[required]_ Is the dispute regarding a merchant pre-paid gift card? [`Yes/No`] - **No** - **Yes** — Does the pre-paid gift card have an expiration date? [`Yes/No`] - **No** - **Yes** — What is the expiration date? [`Date`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

― Service

- _[required]_ Do you know when the service was last expected to be performed? [`Yes/No`] - **No** - **Yes** — - When was the service last expected to be performed? [`Date`] - Was a different date originally communicated to you? [`Yes/No`] - **No** - **Yes** — What was the original date that was communicated to you? [`Date`] - _[required]_ Were you issued a credit voucher instead of a refund? [`Yes/No`] - **No** — Has it been confirmed that the merchant will not provide the merchandise/services? (e.g., Merchant is no longer in business) [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - **Yes** — Has it been confirmed that the merchant will not honor the terms of the credit voucher or is unable to do so because they are no longer in business? [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - _[required]_ Is the dispute regarding delayed delivery? [`Yes/No`] - **No** - **Yes** - _[required]_ Is the dispute regarding an interruption of an ongoing service? [`Yes/No`] - **No** - **Yes** — When did the interruption of the service occur? [`Date`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I cancelled or returned the merchandise or service and have not received the expected credit.

- _[required]_ What was purchased? [`BulletList`]

— Merchandise

- _[required]_ Were you issued a partial credit? [`Yes/No`] - **No** - **Yes** — Please select the credit transaction (`/claim/intake/retrieveCreditTransactions`) [Selector] - _[required]_ Please provide a description of what was ordered. [`Text`] - _[required]_ What was the last expected receipt date for the merchandise? [`Date`] - _[required]_ Did you cancel? [`Yes/No`] - **No** - **Yes** — - When did you cancel? [`Date`] - Why did you cancel? [`Text`] - How did you cancel? [`Text`] - Was a cancellation policy provided? [`Yes/No`] - **No** - **Yes** — What was the policy? [`Text`] - _[required]_ Did you return the merchandise? [`Yes/No`] - **No** — Did you attempt to return the merchandise? [`Yes/No`] - **No** - **Yes** — - When did you attempt to return it? [`Date`] - Please provide a detailed description of how you attempted to return the merchandise. [`Text`] - Where is the merchandise at this time? [`Text`] - Please select one of the options below which best represents the return attempt. [`BulletList`] - The merchant refused to provide return authorization. - The merchant refused to accept the returned merchandise. - The merchant informed not to return the merchandise. - The merchant no longer exists or is not responding. - The merchant did not provide clear instructions on how to return. - **Yes** — When did you return the merchandise? [`Date`] - Do you know when the merchant received the merchandise? [`Yes/No`] - **No** - **Yes** — When did the merchant receive the merchandise? [`Date`] - What return method did you use? [`BulletList`] - **Face to Face** - **FedEx** — What was the tracking number? [`Text`] - **DHL** — What was the tracking number? [`Text`] - **UPS** — What was the tracking number? [`Text`] - **Postal Service **— What was the tracking number? [`Text`] - **Other** — Please Explain: [`Text`] - _[required]_ Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? [`Yes/No`] - **No** — Has the merchant failed to respond to your return or cancellation request? [`Yes/No`] - **No** — Did the merchant fail to disclose its refund policy at the time of the transaction and is unwilling to accept your return or cancellation? [`Yes/No`] - **Yes** - **Yes** - _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

— Service

- _[required]_ Were you issued a partial credit? [`Yes/No`] - **No** - **Yes** — Please select the credit transaction (`/claim/intake/retrieveCreditTransactions`) - _[required]_ What was the expected receipt date of the service? [`Date`] - _[required]_ Did you cancel? [`Yes/No`] - **No** - **Yes** — - When did you cancel? [`Date`] - Why did you cancel? [`Text`] - How did you cancel? [`Text`] - Was a cancellation policy provided? [`Yes/No`] - **No** - **Yes** — What was the policy? [`Text`] - _[required]_ Were you provided a credit voucher, voided transaction receipt or refund acknowledgement? [`Yes/No`] - **No** — Has the merchant failed to respond to your return or cancellation request? [`Yes/No`] - **No** — Did the merchant fail to disclose its refund policy at the time of the transaction and is unwilling to accept your return or cancellation? [`Yes/No`] - **Yes** - **Yes** - _[required]_ What type of service was it? [`BulletList`] - **Timeshare** — What was the date of the timeshare, or when was the contract and/or related documents received? [`Date`] - **Guaranteed reservation** — What was reserved? [`Text`] - Is the dispute regarding a “No-Show” charge? [`Yes/No`] - **No** - **Yes** —Were the accommodations used? [`Yes/No`] - **No** - **Yes** - Did the merchant provide alternate accommodations and still charge for a “no-show”? [`Yes/No`] - **No** - **Yes** - Was the “no-show” charge different from the quoted rate? [`Yes/No`] - **No** - **Yes** — What was the quoted rate? [`Text`] - **Other** — Provide more details about what was purchased. [`Text`] - _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain. [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I have an issue with a recurring transaction on my account.

- _[required]_ Were you aware the transaction was recurring? [`Yes/No`] - **No** - **Yes** — Please provide a cancellation date. [`Date`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I was charged or credited incorrectly

_How were you charged or credited incorrectly?_

I was charged the wrong amount

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** - **Yes** — To dispute a transaction for an incorrect amount, the amount disputed must be less than the full transaction amount. Please go back and choose a new claim reason. - _[required]_ What is the correct amount that should have been charged? [`Text`] - _[required]_ What is the amount shown on your receipt or confirmation? [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I was charged for a "No-Show" from a hotel incorrectly

- _[required]_ Were the accommodations used? [`Yes/No`] - **No** - **Yes** - _[required]_ Did the merchant provide alternate accommodations and still charge for a “no-show”? [`Yes/No`] - **No** - **Yes** - _[required]_ Was the “no-show” charge different from the quoted rate? [`Yes/No`] - **No** - **Yes** — What was the quoted rate? [`Text`] - _[required]_ Did you cancel? [`Yes/No`] - **No** - **Yes** — - When did you cancel? [`Date`] - Why did you cancel? [`Text`] - How did you cancel? [`Text`] - Was a cancellation policy provided? [`Yes/No`] - **No** - **Yes** — What was the policy? [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I was charged for loss, theft, or damages in addition to the service

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ Is the dispute regarding additional charges related to damages? [`Yes/No`] - **No** — Is the dispute regarding additional charges related to theft or loss of a rental? [`Yes/No`] - **Yes** - _[required]_ Were the additional charges and the service charge billed as a single transaction? [`Yes/No`] - **No** - **Yes** - _[required]_ Please provide additional information on the reason of the additional charges: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

Addendum: I authorized a purchase, but a second, unauthorized transaction was processed

- _[required]_ Please describe the additional charge and why it is not authorized: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I did not receive the cash-back portion of my transaction

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** - **Yes** — To dispute a cash-back transaction, the amount disputed must be less than the full transaction amount. Please go back and choose a new claim reason. - _[required]_ What amount was not provided to you? [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

I am dissatisfied with the merchandise or a service I received.

_What is the issue with the merchandise or service?_

The merchandise is counterfeit.

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ Please provide a description of what was ordered. [`Text`] - _[required]_ Please describe how the merchandise is counterfeit. [`Text`] - _[required]_ Was the merchandise certified as counterfeit? [`Yes/No`] - **No** - **Yes** — Please provide information about the entity that indicated the merchandise to be counterfeit. [`Text`] - _[required]_ Is the dispute regarding delayed delivery? [`Yes/No`] - **No** - **Yes** — When did you receive the merchandise/service? [`Date`] - _[required]_ Did you return the merchandise? [`Yes/No`] - **No** — Did you attempt to return the merchandise? [`Yes/No`] - **No** - **Yes** — - When did you attempt to return it? [`Date`] - Please provide a detailed description of how you attempted to return the merchandise. [`Text`] - **Yes** — - When did you return the merchandise? [`Date`] - What return method did you use? [`BulletList`] - **Face to Face** - **FedEx** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **DHL** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **UPS** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Postal Service** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Other** — Please explain: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

The merchandise is damaged or defective.

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ Please provide a detailed description of what was purchased and how it was damaged or defective. Please include all relevant details. [`Text`] - _[required]_ When did you receive the merchandise? [`Date`] - _[required]_ Did you return the merchandise? [`Yes/No`] - **No** — Did you attempt to return the merchandise? [`Yes/No`] - **No** - **Yes** — - When did you attempt to return it? [`Date`] - Please provide a detailed description of how you attempted to return the merchandise. [`Text`] - **Yes** —When did you return the merchandise? [`Date`] - What return method did you use? [`BulletList`] - **Face to Face** - **FedEx** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **DHL** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **UPS** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Postal Service** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Other** — Please explain: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

The merchandise or service has a quality issue.

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ What was purchased? [`BulletList`]

— Merchandise

- _[required]_ Please provide a description of the merchandise and the quality issue. [`Text`] - _[required]_ When did you receive the merchandise? [`Date`] - _[required]_ Did you return the merchandise? [`Yes/No`] - **No** — Did you attempt to return the merchandise? [`Yes/No`] - **No** - **Yes** — - When did you attempt to return it? [`Date`] - Please provide a detailed description of how you attempted to return the merchandise. [`Text`] - **Yes** — - When did you return the merchandise? [`Date`] - What return method did you use? [`BulletList`] - **Face to Face** - **FedEx** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **DHL** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **UPS** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Postal Service** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Other** — Please explain: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

— Service

- _[required]_ Please provide a description of the service and the quality issue. [`Text`] - _[required]_ Is the dispute regarding an interruption of an ongoing service? [`Yes/No`] - **No** – When did you receive the service? [`Date`] - **Yes** — When did the interruption of the service occur? [`Date`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

The merchandise or service is not as described.

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ What was not as described? [`BulletList`]

— Merchandise

- _[required]_ Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details. [`Text`] - _[required]_ When did you receive the merchandise? [`Date`] - _[required]_ Did you return the merchandise? [`Yes/No`] - **No** — Did you attempt to return the merchandise? [`Yes/No`] - **No** - **Yes** — - When did you attempt to return it? [`Date`] - Please provide a detailed description of how you attempted to return the merchandise. [`Text`] - **Yes** —When did you return the merchandise? [`Date`] - What return method did you use? [`BulletList`] - **Face to Face** - **FedEx** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **DHL** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **UPS** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Postal Service** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Other** — Please explain: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

— Service

- _[required]_ Please provide a detailed description of what was ordered and how it did not match the description. Please include all relevant details. [`Text`] - _[required]_ Is the dispute regarding an interruption of an ongoing service? [`Yes/No`] - **No** – When did you receive the service? [`Date`] - **Yes** — When did the interruption of the service occur? [`Date`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

The terms of sale were misrepresented.

- _[required]_ Are you disputing the full amount of the transaction? [`Yes/No`] - **No** — What amount are you disputing? [`Text`] - **Yes** - _[required]_ What was not as described? [`BulletList`]

— Merchandise

- _[required]_ Please provide a description of what was ordered. [`Text`] - _[required]_ When did you receive the merchandise? [`Text`] - _[required]_ How was the merchandise misrepresented? [`Text`] - _[required]_ Did you return the merchandise? [`Yes/No`] - **No** — Did you attempt to return the merchandise? [`Yes/No`] - **No** - **Yes** — - When did you attempt to return it? [`Date`] - Please provide a detailed description of how you attempted to return the merchandise. [`Text`] - **Yes** — - When did you return the merchandise? [`Date`] - What return method did you use? [`BulletList`] - **Face to Face** - **FedEx** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **DHL** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **UPS** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Postal Service** — Do you have a tracking number? [`Yes/No`] - **No** - **Yes** — What was the tracking number? [`Text`] - **Other** — Please explain: [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]

***

— Service

- _[required]_ Please provide a description of what was ordered. [`Text`] - _[required]_ Is the dispute regarding an interruption of an ongoing service? [`Yes/No`] - **No** – When did you receive the service? [`Date`] - **Yes** — When did the interruption of the service occur? - _[required]_ How was the merchandise/service misrepresented? [`Text`] - _[required]_ Did you attempt to resolve with the merchant? [`Yes/No`] - **No** - **Yes** — Please explain [`Text`] - _[required]_ Do you have any additional information that should be provided to the merchant regarding your dispute? [`Yes/No`] - **No** - **Yes** — Please provide any additional information. This will be provided to the merchant. [`Text`]