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Quavo's Dispute Resolution Experts can work some or all back office dispute functions instead of client personnel
Benefits of using this Addon
Individual assignments can be worked by Quavo experts, requiring less overhead, training and expertise needed on the client's team.
What does it replace?
This may replace a currently outsourced operation or a backlogged current back office team.
What phase is this recommended in?
This is recommended in the initial phase.
How long from phase kickoff can this be implemented?
This can be implemented immediately as part of the initial release phase.
Who is responsible for what to implement this addon? What information is required to implement this addon?
| Quavo Responsibilities |
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| Client Responsibilities |
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| Third Party Responsibilities |
What does a timeline look like for implementing this addon?
| Weeks to completion/Responsibility mapping | |||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Party | Kickoff | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 |
| Quavo | 1 | 1 3 | 1 3 | 1 3 | 1 3 | 3 | 3 | 3 | 3 | ||||
| Client | 1 | 2 | 2 | 2 | 2 | ||||||||
How is pricing determined?
| Metric | Description |
|---|---|
| Provisional Credit Review/Decision | Fees are assessed for expert review. For automated items (such as an auto provisional credit rule), no fee is assessed. |
| Fee Review/Decision | |
| Interest Calculation Review/Decision | |
| Reasonable Investigation Review/Decision | |
| Chargeback Review/Decision | |
| Representment Review/Decision | |
| Arbitration Review/Decision | |
| Arbitration Chargeback Review/Decision | |
| Manual match of a Pending Charge to a Posting | Fees are assessed for manual tasks. For items completed through automation, no fee is assessed. |
| Merchant Refund Review/Decision | |
| Accounting Exception Review/Adjustment | |
| Manual Chargeback Process | |
| Manual Representment Processing | |
| Manual Arbitration Processing | |
| Manual Arbitration Chargeback Processing | |
| Manual Fraud Reporting Processing |
What success criteria should be met prior to going live?
Work should route cleanly between both organizations for all workbaskets in the system. There should be clearly defined expectations of work responsibility, volumes, escalations, approvals, etc..
Any best practices for implementation or things to know after going live?
Close coordination between the client and Quavo is important as the system goes live to make sure all work is being completed by one party or the other.