Evidence Questionnaires

Overview

The questionnaire field on a stage returns the DisputeQuestionnaire union or null for categories with no questionnaire. Every questionnaire field is optional—an unanswered field is null, which for boolean fields is distinct from an explicit false.

A questionnaire action on a stage lists which fields are still requested from the merchant, identified by the DisputeQuestionnaireField enum. Submitting answers is covered in Challenging Disputes.

Category	Questionnaire
CONSUMER_DISPUTE	ConsumerDisputeQuestionnaire
PROCESSING_ERROR	ProcessingErrorQuestionnaire
FRAUD	None. Fraud disputes don't use a structured questionnaire.
INVALID_AUTHORIZATION	None. Authorization disputes don't use a structured questionnaire.

Consumer dispute questionnaire

Field	Type	Description
productDescription	String	Description of the product or service involved in the disputed transaction.
notAsDescribedExplanation	String	Explanation of how the goods or services differed from what was described.
actualGoodsReceived	String	Description of the goods or services the cardholder actually received.
merchantAdvertisedClaim	String	The claim or representation the merchant advertised about the goods or services.
contractTerms	String	The relevant terms of the contract or agreement governing the transaction.
cancellationConfirmation	String	Confirmation reference for a cancellation, such as a confirmation number.
shippingAddress	String	The address the goods were shipped to.
returnAttempted	Boolean	Whether the cardholder attempted to return the goods.
customerContactedMerchant	Boolean	Whether the cardholder contacted the merchant before initiating the dispute.
customerCancelled	Boolean	Whether the cardholder cancelled the order, service, or recurring agreement.
storeCreditOffered	Boolean	Whether store credit was offered to the cardholder.
returnMethod	ProductReturnMethod	The method by which the goods were returned.
cancellationMethod	ProductCancellationMethod	The method by which the cancellation was requested.
expectedDeliveryDate	String (ISO-8601)	The expected delivery date of the goods or services.
merchandiseReceivedDate	String (ISO-8601)	When the merchandise was received.
merchandiseReturnedDate	String (ISO-8601)	When the merchandise was returned.
customerContactDate	String (ISO-8601)	When the cardholder contacted the merchant.
cancellationDate	String (ISO-8601)	When the order or service was cancelled.
refundRequestDate	String (ISO-8601)	When the cardholder requested a refund.
shippingTrackingNumber	String	The tracking number for the shipment of the goods.

Processing error questionnaire

Field	Type	Description
contractTerms	String	The relevant terms of the contract or agreement governing the transaction.
alternatePaymentProof	Boolean	Whether there is proof the cardholder paid for the transaction by an alternate method.
alternatePaymentMethod	AlternatePaymentMethod	The alternate method by which the cardholder paid.
alternatePaymentDate	String (ISO-8601)	When the alternate payment was made.
refundRequestDate	String (ISO-8601)	When the cardholder requested a refund.
alternatePaymentAmount	Amount	The amount paid via the alternate payment method.

Supporting enums

• AlternatePaymentMethod: the alternate method by which a cardholder paid for a transaction.
  • CASH
  • CHECK
  • OTHER_CARD
  • BANK_TRANSFER
  • OTHER
• ProductReturnMethod: the method by which goods were returned to the merchant.
  • MAIL_OR_COURIER
  • IN_PERSON
  • OTHER
• ProductCancellationMethod: the method by which a cancellation was requested.
  • PHONE
  • EMAIL
  • MAIL
  • WEBSITE
  • IN_PERSON
  • OTHER