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. Recovery path assignments involve pursuing recovery such as submitting chargebacks, initiating pre-arbitration, and processing returns. Ancillary assignments must be completed as part of dispute work, but are not assignments that are a part of the recovery path; these . These assignments involve fees, accounting, and member responses.
Jump to:
- ACH Claims
- Check Claims
- Wire Claims
- ATM Claims
- Card Claims
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QFD supports automated processes like accounting and lettering, however, recovery for ACH 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 the Process Liability assignment, this is the path ACH claims follow (1 - 5). With the exception of step 2, this workflow applies to RTP and Zelle claims.
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Ancillary Assignments
Collaboration for ATM and ACH Claims: The Check for Merchant Credit assignment may not be presented to analysts in ACH claims. This page explains the Collaboration node's role in ACH claims.
Execute Accounting: In the Execute Accounting assignment, analysts will use their firm's accounting system of choice to complete the accounting action.
Responses: This node houses several assignments that all function similarly to one another. In these assignments, analysts will review the message and take the appropriate action.
Fee Maintenance: In the Refund Fee assignment, analysts will match the account fee to the associated disputed transaction.
Fees: In the Review Fee assignment, analysts will match the account fee to the associated disputed transaction.
Note: This assignment can be turned off. Refer to your firm's configurations to know if analysts will see this assignment.
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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QFD supports automated processes like accounting and lettering, however, recovery for 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. This is the path check claims follow (1 - 4).
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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).
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Ancillary Assignment
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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).
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- Balance Review: Review the ATM balance
- Electronic Journal Review: Check the activity records in the electronic journal
- Check item processing: Review the check processing data
- Encoding error: Review records for encoding errors
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Ancillary Assignments
Collaboration for ATM and ACH Claims: The Check for Merchant Credit assignment may not present to analysts in ATM claims. This page explains the Collaboration node's role in ATM claims.
Execute Accounting: In the Execute Accounting assignment, analysts will use their firm's accounting system of choice to complete the accounting action.
Responses: This node houses several assignments that all function similarly to one another. In these assignments, analysts will review the message and take the appropriate action.
Fee Maintenance: In the Refund Fee assignment, analysts will match the account fee to the associated disputed transaction.
Fees: In the Review Fee assignment, analysts will match the account fee to the associated disputed transaction.
Note: This assignment can be turned off. Refer to your firm's configurations to know if analysts will see this assignment.
Service Block Reissue Card: Analysts will be presented with the Block Card/Block and Reissue Card assignment when there was a failure to do so through automated processes. Analysts will complete the required action in their firm's system of choice.
Fraud Reporting: Analysts will be presented with an assignment involving fraud reporting when there was a failure to execute fraud reporting or in cases where fraud reporting could not be completed by QFD.
Interest: Analysts will use the calculator tool to calculate the amount of the interest fee that should be refunded should the claim be paid. This assignment will only present on interest-bearing accounts.
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Card disputes have the most variability in their recovery path assignments. We'll explain the general life of a card dispute below. You can review specific assignments when prompted in their respective node's parent page in the left sidebar.
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Ancillary Assignments
Documentation: When there is a documentation requirement on the claim, the claim will pend for 10 calendar days after enrichment, waiting on the document to be received. If the required document is not received within 10 calendar days, this node will resolve and the Review Documents assignment will not generate. The dispute will move on to the next stage in its lifecycle. In this assignment, analysts will review the document to ensure it meets the documentation requirement.
Execute Accounting: In the Execute Accounting assignment, analysts will use their firm's accounting system of choice to complete the accounting action.
Responses: This node houses several assignments that all function similarly to one another. In these assignments, analysts will review the message and take the appropriate action.
Fee Maintenance: In the Refund Fee assignment, analysts will match the account fee to the associated disputed transaction.
Fees: In the Review Fee assignment, analysts will match the account fee to the associated disputed transaction.
Note: This assignment can be turned off. Refer to your firm's configurations to know if analysts will see this assignment.
Service Block Reissue Card: Analysts will be presented with the Block Card/Block and Reissue Card assignment when there was a failure to do so through automated processes. Analysts will complete the required action in their firm's system of choice.
Fraud Reporting: Analysts will be presented with an assignment involving fraud reporting when there was a failure to execute fraud reporting or in cases where fraud reporting could not be completed by QFD.
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