One of the first questions we may ask ourselves is, "How do claims work?" The purpose of this article is to explain the life of a dispute in QFD.
We'll cover two types of assignments: recovery path assignments and ancillary assignments. Ancillary assignments must be completed as part of dispute work, but are not assignments that are a part of the recovery path; these assignments involve fees, accounting, and member responses.
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Life of an ACH dispute Anchor ACH Claims ACH Claims
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Stop payment: In the Execute Stop Payment assignment, analysts will process the stop payment in their firm's system of choice.
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Life of an ATM a Check dispute
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QFD supports automated processes like accounting and lettering, however, recovery for ATM check disputes will occur outside QFD. Analysts will continue to complete the required assignments within QFD while working outside QFD to complete the investigation and pursue recovery. With the exception of Enrichment and the Process Liability assignment, this This is the path ATM check claims follow (2 1 - 74).
- EnrichmentDocumentation
Enrichment is not needed for ATM claims. If there is a Written Statement requirement, then the analyst will see the Documentation node. In check claims, the image of the check is a required document. If the Written Statement is not received within 10 calendar days and the check image is not uploaded, this node will resolve and the Review Documents assignment will not generate.
Review Documents - Provisional Credit
Note: The Provisional Credit Review assignment will wait for the Written Statement to be received and reviewed before it presents to an analyst. Analysts can enter the Provisional Credit node within the 10-day pend timeframe to work the Provisional Credit assignment by clicking on the Proceed without Documents button.
In the Provisional Credit Review assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Provisional Credit Review - Disposition (Disposition Case)
In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Process Liability assignment or make a liability decision immediately, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Disposition Case - Recovery
Note: The claim will be paid when the analyst processes the method of recovery (Process Debit, Late Claim Adjustment, or Federal Adjustment). If the analyst pursues the Request Funds recovery option, they will be prompted to choose a pend timeframe and complete the letter to the paying bank. QFD will send the letter, however, the analyst will need to capture the paying bank's response. Recording the paying bank's response occurs in the Recovery node and there are two options: Paid and Denied. If the Denied option is selected, the analyst will need to determine if they pay the claim, deny the claim, or pursue another recovery option. The latter option will move the dispute back to the Disposition node to work the Disposition Case assignment a second time.
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Life of a Wire dispute
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QFD supports automated processes like accounting and lettering, however, recovery for wire disputes will occur outside QFD. Analysts will continue to complete the required assignments within QFD while working outside QFD to complete the investigation and pursue recovery. This is the path wire claims follow (1 - 2).
- Provisional Credit
Note: The Provisional Credit Review assignment will wait for the Written Statement to be received and reviewed before it presents to an analyst. Analysts can enter the Provisional Credit node within the 10-day pend timeframe to work the Provisional Credit assignment by clicking on the Proceed without Documents button.
In the Provisional Credit Review assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Provisional Credit Review - Recovery
Note: The claim will be paid after the analyst completes the return.
The analyst can click the Process Return button to pay the claim. In the Other Actions menu, the analyst can pend the claim or cancel recovery. Canceling recovery will move the dispute to the Disposition node where it can be denied using the Do Not Pursue Recovery option.
Ancillary Assignment
Fees: In the Review Fee assignment, analysts will match the account fee to the associated disputed transaction. Analysts may be prompted to manually enter the wire fee instead of matching if QFD is unable to obtain fee information.
Note: This assignment can be turned off. Refer to your firm's configurations to know if analysts will see this assignment.
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Life of an ATM dispute Anchor ATM Claims ATM Claims
QFD supports automated processes like accounting and lettering, however, recovery for ATM disputes will occur outside QFD. Analysts will continue to complete the required assignments within QFD while working outside QFD to complete the investigation and pursue recovery. With the exception of Enrichment and the Process Liability assignment, this is the path ATM claims follow (1 - 6).
- Documentation
Note: The Review Documents assignment only generates when the Statement of Dispute is required and received. The claim will pend for 10 calendar days after Enrichment is skipped. If the Statement of Dispute is not received within 10 calendar days, this node will resolve and the Review Documents assignment will not generate. The dispute will move onto the Provisional Credit assignment where the analyst can submit a second request for the Statement of Dispute or proceed without documentation.
In this assignment, analysts will review the document to ensure it meets the Statement of Dispute requirement.
Review Documents - Provisional Credit
Note: The Provisional Credit Review assignment will wait for the Statement of Dispute if it's required. Analysts can enter the Provisional Credit node within the 10-day pend timeframe to work the Provisional Credit assignment by clicking on the Proceed without Documents button.
In the Provisional Credit Review assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Provisional Credit Review - Disposition (Disposition Case)
In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Process Liability assignment or make a liability decision immediately, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Disposition Case - Recovery
In the Execute Chargeback and Process Chargeback assignments, analysts will submit the chargeback in their firm's system of choice. Know that only one of the two will present: Execute Chargeback or Process Chargeback. If the analyst determines the chargeback should not be submitted, they can select Cancel Recovery from the Other Actions button, which will move the dispute back into the Disposition node with the Disposition Case assignment applied.
Execute Chargeback or Process Chargeback - Disposition (Pending Response)
The dispute will move back to the Disposition node after executing the chargeback manually in the external system. The dispute will pend for 10 days while we complete the investigation outside of QFD. Once the investigation has been completed, we can manually end the pend period by choosing a response, selecting a response date, and entering our findings in the Notes box.
Pending Response - Disposition (Review Dispute Response)
In the Review Dispute Response assignment, analysts will determine how to handle the claim by reviewing the Acquirer's response. Analysts can move the dispute back into the Disposition Case assignment by selecting Pursue Other Recovery Options. Analysts can write off (pay) or deny the dispute by selecting the respective options.
Review Dispute Response - Disposition (Process Liability)
Note: This assignment will present to analysts when recovery cannot be pursued due to an expired regulation resolution date.
In the Process Liability assignment, analysts will determine if the claim should be paid or denied.
Process Liability
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