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Table of Contents
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Overview

What is Zelle?

Zelle is a peer-to-peer money transfer app that allows individuals to send and receive money within minutes.  Users access Zelle through their banking institution's banking app or online banking site.   User accounts are associated with a phone numbers, which allows other users to easily find the person they wish to send money to. Unlike other money transfer apps, Zelle does not charge a fee for an instant transfer.  More than 1700 banks include Zelle in their banking app.

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Zelle claims are on the rise.  Due to the popularity of the app, fraudsters have devised new scams to lure users into traps and steal their sending them money.  Unlike payment cards, Zelle does not currently provide complete liability protection to it's users.  In addition to the rise in fraud scams, many merchants are opting to accept Zelle as a payment method for goods or services to make it easier for consumers to do business with them.  The increase in re-sale activity, thanks to apps like OfferUp, has also led to a significant rise in peer-to-per transfers, and fraud claims.

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QFD includes support for end-to-end Zelle dispute processing and provides many features to help mitigate losses for financial institutions and improve customer experience.  Continue reading to understand how QFD supports Zelle disputes.

Configuration

QFD includes various options for customizing the behavior of the application.  The following settings are applicable to Zelle claims.

Intake

Custom Instructions for Zelle Fraud/Scam

Custom ("Internal Only") instructions can be configured to display to internal users during the intake process for Zelle fraud claims.

For additional configuration settings that are not specific to Zelle, see Configuration.

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Supported Functions

Collect

Dispute Reasons & Supported Transactions

The following dispute reasons are applicable.  See 

See Dispute Reason or Dispute Transactions for more details about these steps.

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Required Documentation

There are currently no required documents for Zelle claims.

Enhance

For more information, see Enhance.

Authorizations

For more information, see Authorizations.

Enrichment

When available, QFD will retrieve additional details about a disputed transaction from the system of record.
Zelle required data: Payee, Transaction Amount, Transaction Date

For more information, see Enrichment.

Analyze

For more information, see Analyze.

Collaboration

For more information, see Collaboration.

Merchant Credits

For more information, see Merchant Credits.

Provisional Credit

For more information, see Provisional CreditInvestigation.

Investigation

For more information, see Investigation Research.

Fees

For more information, see Fees.

Interest

For more details, see Interest Calculation

Disposition

For more details, see Disposition.

Responses

For more details, see Responses.

Approvals

For more details, see Approvals.

Execute

For more details, see Execute.

Recovery

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For more details, see Recovery.

Accounting

For more details, see Accounting.

Account Maintenance

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For more details, see Account Maintenance.

Fraud Reporting

For more details, see Fraud Reporting.

Notifications

The following letters are all applicable to Zelle disputes.

For more details, see Correspondence

Resolve

For more details, see Resolve.

Paid

For more details, see Paid.

Denied

The following deny reasons are applicable to Zelle disputes.  Some deny reasons can be disabled via Config.

For more details, see Correspondencesee Denied.