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Card dispute survey template

Learn how disputes feel to cardholders, from raising one to the outcome

Four questions once a dispute is closed: how easy it was to raise, how well the cardholder was kept informed, how fair the outcome felt and how long it took. Add an open question and Usertick reads every written answer for you.

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What this card dispute survey tells you

A card dispute survey asks cardholders about a disputed charge once the case is closed. This template asks four questions in about 35 seconds: how easy it was to raise the dispute, how well you kept them informed, how fair the outcome was and how long it took to resolve.

It is written for an email sent once the dispute is closed, whatever the outcome. The same template runs as a link in the closing letter or email your disputes team sends, or inside the page at the end of your help article on disputing a charge, where cardholders look while a case is open.

Results shows the effort score with the share who found it easy, the updates rating as CSAT, the fairness average with a column per step and the share of each resolution time, each against the period before. Add an open question and Usertick reads each written answer, files it under a category such as Cards and gives it a type and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
Under a minute
Written for
An email once the card dispute is closed
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Customer effort

How easy was it to raise the dispute?

Why ask it
Raising a dispute is the step you control most: the form, the evidence you ask for and where to find it. A 7-point effort scale shows whether cardholders struggle before the case even starts.
What you learn
Results shows the average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, against the period before.
Make it yours
Keep it first, so cardholders can answer inside the email with one tap.
Question 2 of 4 · Stars

How well did we keep you informed?

Why ask it
Disputes take weeks, and silence is what cardholders complain about. A 5-point rating shows whether your updates fill the wait.
What you learn
Results shows the average, a bar per rating and the share who rated 4 or higher, against the period before.
Make it yours
Filter to the low ratings and look at How long did it take to resolve? to see whether updates fall away on the longer cases.
Question 3 of 4 · Big scale

How fair was the outcome?

Why ask it
Cardholders who lose a dispute can still accept a fair process. A 1 to 10 fairness score, read with the other answers, separates an unwelcome outcome from a badly explained one.
What you learn
Results shows the average and a column for each step, against the period before. Filter to the low scores to see how those cardholders rated the updates.
Make it yours
Expect lower fairness from cardholders who lost, and watch whether clearer updates lift the score in the next period.
Question 4 of 4 · Multiple choice

How long did it take to resolve?

Why ask it
The merchant and the card network set part of the timeline, but cardholders judge the total wait. Their answer shows how long a dispute feels from their side.
What you learn
A donut shows the share and count of each band, and over time as stacked shares, so a growing More than a month slice stands out.
Make it yours
Change the bands to match the timelines you tell cardholders when they raise a dispute.

What the answers show

Results turns each question into numbers you can follow week by week.

How easy was it to raise the dispute?

The average on its own scale and the share who found it easy, against the period before and by device.

How long did it take to resolve?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Card dispute in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask every outcome

    Send it to cardholders who won and to those who lost. Asking only the winners makes fairness look higher than cardholders feel it is.

  2. 02

    Send it once the case closes

    Import the week's closed disputes as a contact list and send, or put the link in your closing email. Usertick doesn't send it on its own when your system closes a case.

  3. 03

    Add one open question

    The template has no written question. Add an optional What would have made the dispute easier? at the end, so Usertick reads each cardholder's own account.

  4. 04

    Ask again after each dispute

    Skip people who already received this survey is on by default. Turn it off when a cardholder can raise more than one dispute, or later cases go unasked.

Customer supportFinancial services surveysEmail surveysBusiness banking questions

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SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.

Questions from the library

Browse the question library
  1. How big is your business?Dropdown · Business banking
  2. How easy is it to give staff access to the account?Customer effort · Business banking
  3. Which of these do you use for the business?Multiple choice · Business banking
  4. Who runs payroll at your company?Multiple choice · Payroll and invoicing
  5. How easy is it to run a pay cycle?Customer effort · Payroll and invoicing
  6. How many minutes does a pay run take you?Ruler · Payroll and invoicing

Frequently asked questions

Within a few days of closing the dispute, whatever the outcome. The cardholder then knows the result and still remembers the steps.

Yes. Their effort and updates scores show whether the process felt fair even when the outcome went against them.

Three to five. This template asks four taps and takes about 35 seconds.

Read how those cardholders rated the updates and how long their dispute took. When updates were poor, start by explaining the outcome better in your closing letter.

On every plan, a workflow can open a Zendesk ticket with the answers attached for a low fairness score. It can post the answer to Slack or Microsoft Teams instead.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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