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QFD includes support for many different transaction types, as well as numerous configuration options to help align with the way you do business.  Here you'll find everything you needed need to know about what is supported in QFD and how you can customize the behavior of the application for your organization.

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Supported Transactions
Supported Transactions
Supported Transactions

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  • Auto Pay/PC/additional monetary thresholds
  • Client logos
  • Notification email addresses
  • Document requirements
  • Regulatory settings
  • Approvals

More details here.  For any Clients not yet utilizing self configuration, all of these settings can be configured via the Quavo Configured path below.

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These are settings that are maintained by Quavo staff and can be changed via support ticket.  In many cases, changing these settings could have extensive compliance, financial or work management effects.  These changes are considered development and will go through Quavo's change process, which includes testing, approval, etc..

Examples:

  • Accounting plan/fee mapping
  • Available transaction types
  • Work queues
  • Network/processor settings
  • Authentication details
  • International settings

More details hereLearn more below.

Quavo Development (Implementation Change)

Some settings are directly related to service integrations and changes to them require refinement, analysis, development, testing, etc.. minor changes are usually included in your support agreement.  Major changes (such as a core conversion, switching networks, etc..) may require a separate engagement.

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Table of Contents
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Profile

GroupSetting NameDescriptionRead Only?
Basic InfoClient Label

Basic InfoLegal NameThis name field will be used in the closing of outbound correspondences.Yes
Basic InfoCommon NameThe Common Name field can be an alternate name used in outgoing correspondences. For Example, "Thank you for being a Quavo Member! Sincerely, Quavo Federal Credit Union"Yes
AddressAttentionUsed for return address on correspondence on claim statements.Yes
Basic InfoPhone
Yes
Basic InfoFax
Yes
Basic InfoEmail Address
Yes
Basic InfoURL Address
Yes
Basic InfoFinancial Institution Type
Yes
Basic InfoCalendar
Yes
AddressAddress Section
Yes
LogoLogo

Intake & Interaction

Setting NameDescriptionRead Only?Ticket Required?
Dispute Reasons

Enable/disable the following dispute reasons:

  • Account Takeover
  • Fraudulent Application
  • Missing Deposit (ACH & Wire)
Yes
Fulfillment Only Dispute Reasons

Enable/disable the following dispute reasons (available only to fulfillment users):

  • Authorization Chargeback
  • Credit Posted as Debit
  • Debit Posted as Credit
  • Late Presentment
Yes
Claim Date OverrideWhen enabled, intake users have the option to adjust the contact date to a previous date.  This is typically used to support written claims.
Yes
FCRA OverrideAsk FCRA intake questions?
Yes
Provisional Credit OverrideAllow users to prevent any provisional credit automation from occurring.  Can be applied to Fulfilment users, or Intake and Fulfillment.

Police Report

Ask for police report details during intake for the following claim reason?

  • Account Takeover
  • Fraudulent Application
  • Card Lost
  • Card Stolen
  • Card Not Received

Yes
Add Transactions (External)

Can intake users/external client users add transactions to existing claims?  If enabled, the following parameters must be set:

  • Number of days of available transaction history (Credit)
  • Start date of transaction history (Credit)
  • Number of days available transaction history (Debit)
  • Start date of transaction history (Debit)

Yes
Manual TransactionsCan intake users/external client users manually add transactions during intake?
Yes
Card Issuance - Mailing AddressConfirm the mailing address for plastic delivery?
Yes
Card Issuance - BranchAllow the option of instant issue at a branch?  (Card will be blocked, but not reissued.)
Yes
Resolve Abandoned TimingHow long should an incomplete claim be available for resumption (up to 24 hours)?  By default, 8 hours.
Yes
Abandoned Case WorkflowRequire review of all abandoned cases via the Abandoned Case Workflow? 
Yes
Collect Intake ChannelRequire intake users to identify communication channel where the claim originated?
Yes

...

Request Claim DetailsAllow External Client Users to request additional details about the claim for audit purposes?  This request must be fulfilled by a user.
Yes

Back Office

SettingDescriptionRead Only?Ticket Required?
Pend Dispute ConfigurationSpecify default and maximum day values for pend reasons.
Yes
UnworkableAllow assignments to be marked as unworkable?
Yes
Work Separation

Options for authorization claims, debit/credit, network and proprietary ATM, fraud/non-fraud

Individual user routing for investigation assignment

Workbasket suffixing for this Client

Workbasket exclusions from suffixing


Yes
8 Digit BINAre 8 digit BINs supported?
Yes
Merchant Credit Check (Post Resolution)Should the system continue to monitor for merchant credits for up to 60 days after a claim is resolved?
Yes
Audit InquiryAllow external client users to request claim details for audit purposes?
Yes
Add TransactionsAllow fulfillment users to add transactions to existing claims?
Yes
DRE Work RoutingRoute work to Quavo.  Requires DRE enrollment.Yes

Account Maintenance

SettingDescriptionRead Only?Ticket Required?
Credit Bureau MaintenanceEnable credit bureau report maintenance?
Yes

Fees

Setting DescriptionRead Only?Ticket Required?
Rebill FeesReinstates fees if a dispute or claim is denied.
Yes
Fee ConfigurationDefine the fee descriptions,
 
search range (days before/after disputed transactions), trigger for automation or manual review.
Yes
Overdraft Fee ReviewRequire a manual review for all overdraft fees identified by the system?
Yes

Interest

Setting DescriptionRead Only?Ticket Required?
Interest Calculation MethodCalculate interest using Simple or Compound formula?
Yes
Interest Day Convention365, 360 days
Yes
Interest Maintenance TimingShould Interest Maintenance be executed Immediately or post-Enrichment?
Yes
Interest Refund TimingShould Interest Refund Accounting be executed Immediately or during Final Processing?
Yes
Dispute Status MaintenanceEnable Dispute Status Maintenance for adding and removing disputed amounts from dispute status.  
Yes
Dispute Status Maintenance Timing Should the amount in dispute be removed after Final Processing or after
Provisional Credit
Investigation?
Yes

Recovery

The following options are available for customizing recovery rules.

Setting DescriptionRead Only?Ticket Required?
Recovery Minimum (Fraud)Specify the minimum Merchant Collaboration - VerifiEnable /wiki/spaces/QPS/pages/49468653 via the Verifi network?  Yes
Defer Liability Processing

When enabled, a "Send to Process Liability" option is available in Review Recovery Response assignments where FULL liability is accepted.  This option is in addition to the existing Deny and Write Off options. 



Recovery Minimum (Fraud)Specify the minimum dispute amount for attempting recovery on fraud claims.

Recovery Minimum (Non-Fraud)Specify the minimum dispute amount for attempting recovery on non-fraud claims.

Pin Preferring Chip Card (Deposit Account) DefaultSpecify whether debit cards are pin-preferring for use in recovery right evaluation.

Pin Preferring Chip Card (Credit Card) DefaultSpecify whether credit cards are pin-preferring for use in recovery right evaluation.

Issuer CountryDefine the country of the card issuer for evaluating jurisdictional differences in recovery rules.
Yes
Merchant Collaboration - EthocaEnable /wiki/spaces/QPS/pages/49468653 via the Ethoca network?  Include pending transactions?Yes
Post-Resolve Merchant Credit ChecksWhen enabled, QFD will continue to look for matching merchant credits after a dispute has been resolved as paid.
Yes
Recovery CurrencySettings for posted, settlement or local for AMEX, Visa and Default.
Yes
Chargeback ReviewRequire review by a user for all potential chargebacks?  This will prevent chargebacks from being automated.
Yes

Collaboration

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MultiExcerptNameDescription
PageWithExcerptCollaboration
shouldDisplayInlineCommentsInIncludesfalse
  For more details, see Collaboration.

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MultiExcerptNameCollaboration
shouldDisplayInlineCommentsInIncludesfalse


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Regulatory

Non-Protected Claims

Not all claims are protected by U.S. regulations.  For details about which claims are, or aren't, covered, see Regulatory Claim SLA.  By default, all claims have regulatory protection enabled by QFD.  This ensures compliance with regulations for claims that are protected, and a consistent experience for claims that are not.  However, not all institutions prefer this approach.  The following options are available to customize regulatory protection for non-covered claims.

Disable Regulatory Protection for Non-Covered, Non-Card
Panel
titleDisabling Regulatory Protection

The following options are available disabling regulatory protection actions.

OptionDescription
Disable Regulatory Protection for All ClaimsEnabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for all claims.  When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter.  This setting should only be applied in rare scenarios where regulatory compliance is managed outside of QFD.

Disable Regulatory Protection for Non-Covered Card Claims

Enabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for Card claims that are not protected by Reg E or Z.  When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter.  This applies only Card (debit, credit) claims.
Setting DescriptionRead Only?Ticket Required?

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Merchant Collaboration - EthocaEnable merchant collaboration via the Ethoca network?  Include pending transactions?
Yes
Merchant Collaboration - VerifiEnable merchant collaboration via the Verifi network?  
Yes
Merchant Collaboration Prioritization

Prioritize collaboration requests by Network?  When enabled...

  1. One network will be designated by the client as “primary”.
  2. Collaboration requests will not be set to subsequent networks unless one of the following occurs:
    1. The merchant does not participate with the primary network.
    2. The merchant responds via the primary network with no promise of a credit/cancellation.
    3. No response is received via the primary network within 72 hours of request.

Yes


Correspondence

Setting DescriptionRead Only?Ticket Required?
Outbound CommunicationWhen enabled, letters are generated automatically.

Email BCCSpecify a Blind Carbon Copy (BCC) recipient for all emails.

SOR Address SyncOnly allow the current System of Record (SOR) address to be used for correspondence?
Yes
Email Auto-ReplyAutomatically reply to incoming email messages.
Yes
Routing NumberSpecify the institution routing number to be used in the Forged Breach Disclaimer. (Only applicable to Check claims)
Yes

Regulatory

Regulatory Coverage

Not all claims are protected by U.S. regulations.  For details about which claims are, or aren't, covered, see Regulatory Claim SLA.  By default, all claims have regulatory protection enabled by QFD.  This ensures compliance with regulations for claims that are protected, and a consistent experience for claims that are not.  However, not all institutions prefer this approach.  The following options are available to customize regulatory protection for non-covered claims.

Panel
titleDisabling Regulatory Protection

The following options are available disabling regulatory protection actions.

Regulatory protection actions are executed based on calculated dates and times that adhere to the rules defined by the applicable regulatory agencies.  In some instances, it may be necessary to adjust this calculation in order to accommodate internal processes that affect regulatory requirements, such as accounting and correspondence.  For example, if all accounting is batched at a specific time each day, it may be necessary to "buffer" the regulatory date/time to ensure that credits are posted in accordance with applicable regulations.  The following settings allow these calculations to be manipulated.

...

Allows regulatory dates and times to be buffered so that protection actions execute X number of days/hours prior to the calculated deadline.

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Investigation

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MultiExcerptNameDenial Configuration

Denial Configuration

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Investigation

QFD includes various automated and human-supported investigation methods.  Below is a list of settings available.

...

Enabled?

Use System of Record Data?

Auto Decisioning (Pay, Deny, None)

Hours results are available for review prior to being ignored

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Accounting

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Approvals

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MultiExcerptNameApprovals
shouldDisplayInlineCommentsInIncludesfalse

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Approval Settings

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Decision Automation

QFD provides a comprehensive set of configuration options for automating decisions that reduce overhead and improve resolution times.

exclusionsINLINEfalse

Exclusions

By default, QFD will not automatically pay or grant provisional credit for:

  • ATM Missing Deposit claims
  • Accounts opened in the last 60 days (if this information is made available to QFD)
  • Claims containing manual (user-entered) transactions
  • Claims containing an aged transaction (120 days or more old)

The following settings are available for customizing exclusion criteria.

Exclude Non Reg protected claims from AutoPay and Auto-PC?  This includes claims that are not protected by regulation, based on .
Multiexcerpt
MultiExcerptNameInitial Interaction

Initial Interaction

Initial Interaction options are available for applying automation to a claim at the time of initial contact with the accountholder.  This includes settings for automatic issue of provisional credit, as well as automatically issuing final credit.  These settings can be customized, based on transaction type.

autopayINLINEfalse

AutoPay

AutoPay can be enabled to automatically pay a claim during the initial interaction with the accountholder.  This feature allows you to establish a dollar threshold for claims that should be automatically granted provisional or final credit.  When the amount of the claim is below the defined threshold, and does not meet any specific exclusion criteria, a credit is issued and communicated to the accountholder immediately.  This frees up users to spend more time on claims with higher loss potential and improves the customer experiencing by streamlining the process and providing a quick resolution to their issue.

Setting NameSetting DescriptionAdvanced Options
AutoPay ThresholdUpon submission, automatically pay claims that are less than or equal to X dollars.Split thresholds for fraud and non-fraud.
Auto-PC ThresholdUpon submission, automatically grant provisional credit to claims that are less than or equal to X dollars.Split thresholds for fraud and non-fraud.
Auto-PC Non-RegulatoryGrant provisional credit on non-regulatory disputes?
Setting NameOptions
Potential Claim AbuseX claims have been filed in the last X days.  Pend these items for Fraud Review instead of Provisional Credit Review?
Suspicious VelocityMore than X claims opened within 24 hours.
Previous Denial    One, or more, disputes on the current or another claim by the same customer/member was previously denied.
New AccountA new account has been opened with the same customer/member within X days of the contact date.
Early TransactionsA disputed transaction occurred within X days of the account opening.
Documents RequiredOne or more disputes require documentation.
Non-Protected Claims AutoPay
OptionDescription
Disable Regulatory Protection for All ClaimsEnabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for
non-Card claims that are not protected by Reg E or Z
all claims.  When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter.  This
applies to ACH, Bill Pay, Check, RTP, Wire, and Zelle transaction types.

Regulatory Timing

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MultiExcerptNameRegulatory Timing
shouldDisplayInlineCommentsInIncludesfalse
setting should only be applied in rare scenarios where regulatory compliance is managed outside of QFD.

Disable Regulatory Protection for Non-Covered Card Claims

Enabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for Card claims that are not protected by Reg E or Z.  When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter.  This applies only Card (debit, credit) claims.
Disable Regulatory Protection for Non-Covered, Non-Card ClaimsEnabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for non-Card claims that are not protected by Reg E or Z.  When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter.  This applies to ACH, Bill Pay, Check, RTP, Wire, and Zelle transaction types.
Prohibit Collection Action (Reg Z)Enforce Regulation Z requirement to avoid collection action on the disputed amount? Effectively, this will issue provisional credit on Day 3 for any account where dispute status maintenance is not used and the account is enrolled in Automatic Payment (or Automatic Payment enrollment status is unknown).


Regulatory Timing

Multiexcerpt
MultiExcerptNameRegulatory Timing
shouldDisplayInlineCommentsInIncludesfalse

Regulatory protection actions are executed based on calculated dates and times that adhere to the rules defined by the applicable regulatory agencies.  In some instances, it may be necessary to adjust this calculation in order to accommodate internal processes that affect regulatory requirements, such as accounting and correspondence.  For example, if all accounting is batched at a specific time each day, it may be necessary to "buffer" the regulatory date/time to ensure that credits are posted in accordance with applicable regulations.  The following settings allow these calculations to be manipulated.

Setting NameDescription
Regulatory Date Configuration

Allows regulatory dates and times to be buffered so that protection actions execute X number of days/hours prior to the calculated deadline.

Count Weekends/Holidays as Day 0?When enabled, if the claim is initiated on a weekend or holiday, that day is "Day 0" when calculating regulatory timeframes.
Claim Date OverrideWhen enabled, intake users have the option to adjust the contact date to a previous date.  This is typically used to support written claims.
Statement Cycle DateSet statement cycle dates used for calculating Regulation Z dates based on BIN/cycle date pair.


Regulatory Documentation Requirements

Multiexcerpt
MultiExcerptNameRegulatory Documentation
shouldDisplayInlineCommentsInIncludesfalse

Regulation E allows issuers to a written statement from the claimant before granting provisional credit.  The following settings allow customization of these requirements.

Setting NameDescription
Regulation E Statement Required (Card Only)

When enabled, provisional credit is not automatically granted on claims covered by Regulation E unless the written statement has been received.  One of the following options may be applied:

  • None
  • Fraud Card Claims
  • Non-Fraud Card Claims
  • All Card Claims


Investigation

Multiexcerpt
MultiExcerptNameDenial Configuration

Denial ConfigurationDeny Configuration

The following settings allow customization of available deny reasons and justifications.  These settings determine what correspondence is sent to the accountholder.  For more information about the denial process, see .

Setting NameDescriptionRead Only?
Deny ReasonsLists available deny reasons and their applicability to Claim types.  Some reasons can be disabled so that they are not available for use.Yes
Denial Commentary Require commentary when a user denies one, or more, disputes?Yes
Deny Justifications

When enabled, deny justifications can be configured to require users to select one, or more, specific justifications for a "No Error" deny decision.  These justifications are fully configurable by transaction type and fraud/non-fraud and allow the user to provide additional context to the accountholder via the resolution letter.  The following "applicable to" options are supported:

  • Fraud
  • Non-Fraud
  • Always
  • ACH
  • ACH Fraud
  • ACH Non-Fraud
  • ATM
  • ATM-Fraud
  • ATM Non-Fraud
  • Balance Transfer
  • Convenience Check
  • Credit Card
  • Credit Card Fraud
  • Credit Card Non-Fraud
  • Debit Card
  • Debit Card Fraud
  • Debit Card Non-Fraud



Multiexcerpt
MultiExcerptNameInvestigation Assignment
shouldDisplayInlineCommentsInIncludesfalse

Investigation

QFD includes various automated and human-supported investigation methods.  Below is a list of settings available.

Setting DescriptionRead Only?Ticket Required?
Investigation TypeRequired, Anytime, or Disabled.  See .
Yes
Investigation ConfigurationHeaders, number of required items to complete assignment.  
Yes
ARIA Configuration

Enabled?

Use System of Record Data?

Auto Decisioning (Pay, Deny, None)

Hours results are available for review prior to being ignored


Yes



Multiexcerpt
MultiExcerptNameWriteOff Configuration
shouldDisplayInlineCommentsInIncludesfalse

Write Off Configuration

The following settings allow customization of available write-off  justifications. 

Setting NameDescriptionRead Only?
Write Off Commentary When enabled, commentary is required when a user grants final credit on one, or more, disputes that have not been fully recovered.Yes
Write Off JustificationsWhen enabled, write-off justifications can be configured to require users to select one, or more, specific justifications when granting final credit on one, or more, disputes that have not been fully recovered..  These justifications are fully configurable and allow the user to provide additional context to support their decision.Yes


Accounting

Setting DescriptionRead Only?Ticket Required?
Manual AccountingAllow access to manual accounting? (Managers only.)
Yes
Second OperationsInclude second operations?
Yes
Non-Suspense ResolutionUse non-suspense resolution? Additional options to reverse PC at resolution.
Yes
Accounting PlanDefine all accounts and/or accounting codes to be used for Accounting.  Allows for export and approval after configuration.
Yes

Approvals

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MultiExcerptNameApprovals
shouldDisplayInlineCommentsInIncludesfalse


Approval IntroINLINEfalse

QFD provides the ability to enable approval thresholds for important decisions made by users.  Thresholds can be established to trigger the approval requirement, where applicable.  When enabled, and the claim or dispute meets the criteria for approval, an assignment is created to prompt manager review.  For more information, see .

Approval Settings

Setting NameDescriptionRead Only?
Write Off ApprovalRequire approval if the amount of the dispute is greater than X dollars or the amount of the claim is greater than Y dollars
Deny ApprovalRequire approval if the amount to be denied is greater than X dollars or the amount of the claim is greater than Y dollars
Deny Approval ExclusionsExclude specific denial reasons, such as Merchant Credit or Withdrawn, from requiring approval.  Only applicable when Deny Approval is enabled.
Provisional Credit ApprovalRequire approval if the amount of the claim is greater than X dollars.
Letter ApprovalRequire approval for specific letters.


Decision Automation

QFD provides a comprehensive set of configuration options for automating decisions that reduce overhead and improve resolution times.

Multiexcerpt
MultiExcerptNameInitial Interaction

Initial Interaction

Initial Interaction options are available for applying automation to a claim at the time of initial contact with the accountholder.  This includes settings for automatic issue of provisional credit, as well as automatically issuing final credit.  These settings can be customized, based on transaction type.

autopayINLINEfalse

AutoPay

AutoPay can be enabled to automatically pay a claim during the initial interaction with the accountholder.  This feature allows you to establish a dollar threshold for claims that should be automatically granted provisional or final credit.  When the amount of the claim is below the defined threshold, and does not meet any specific exclusion criteria, a credit is issued and communicated to the accountholder immediately.  This frees up users to spend more time on claims with higher loss potential and improves the customer experiencing by streamlining the process and providing a quick resolution to their issue.

Setting NameSetting DescriptionAdvanced Options
AutoPay ThresholdUpon submission, automatically pay claims that are less than or equal to X dollars AND all disputed transactions are less than X dollars.Split thresholds for fraud and non-fraud.
Auto-PC ThresholdUpon submission, automatically grant provisional credit to claims that are less than or equal to X dollars.Split thresholds for fraud and non-fraud.
Auto-PC Non-RegulatoryGrant provisional credit on non-regulatory disputes?



exclusionsINLINEfalse

Exclusions

By default, QFD will not automatically pay or grant provisional credit for:

  • ATM Missing Deposit claims
  • Accounts opened in the last 60 days (if this information is made available to QFD)
  • Claims containing manual (user-entered) transactions
  • Claims containing an aged transaction (120 days or more old)
  • Pending transaction not yet posted*

*The posted transaction will be autopaid if under threshold.


The following settings are available for customizing exclusion criteria.

Setting NameOptions
Potential Claim AbuseX claims have been filed in the last X days.  Pend these items for Fraud Review instead of Provisional Credit Review?
Suspicious VelocityMore than X claims opened within 24 hours.
Previous Denial    One, or more, disputes on the current or another claim by the same customer/member was previously denied.
New AccountA new account has been opened with the same customer/member within X days of the contact date.
Early TransactionsA disputed transaction occurred within X days of the account opening.
Documents RequiredOne or more disputes require documentation.
Non-Protected Claims AutoPayExclude Non Reg protected claims from AutoPay and Auto-PC automation?  This includes claims that are not protected by regulation, based on .
Account TakeoverExclude Account Takeover (ATO) claims from AutoPay and Auto-PC automation?
Proprietary ATMExclude Proprietary ATM claims from AutoPay and Auto-PC automation?


autopayINLINEfalse

Provisional Credit

If provisional credit was not automatically granted as a result of the Initial Interaction settings above, the following options apply.

Setting NameSetting Description
Provisional Credit Review

When Provisional Credit is not automatically granted as a result of the Initial Interaction settings, do one of the following:

  • Require user review for all claims to determine if Provisional Credit should be issued
  • Require user review for regulatory-bound claims only to determine if Provisional Credit should be issued
  • Skip and proceed to Recovery
Post Reg E 10 Provisional Credit Review

When the deadline to grant provisional credit on a claim covered by Regulation E has expired and provisional credit is automatically issued by the system, do one of the following:

  • Proceed to Recovery
  • Remain in Provisional Credit Review to require user review




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SampleConfigurationFiles
SampleConfigurationFiles
Sample Configuration Files

The following files include default settings for all the configuration options available.  These represent common settings as seen across numerous implementations and do not reflect any specific institution.  These may be used to guide conversations about the available settings and collect configuration requirements for QFD.

QFD Configuration - Bank Default.xlsx

QFD Configuration - Credit Union Default.xlsx

QFD Configuration - High Risk Default.xlsx