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 need to know about what is supported in QFD and how you can customize the behavior of the application for your organization.
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..
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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"Supported Transactions","Configuration"
Profile
Group
Setting Name
Description
Read Only?
Basic Info
Client Label
Basic Info
Legal Name
This name field will be used in the closing of outbound correspondences.
Yes
Basic Info
Common Name
The 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
Address
Attention
Used for return address on correspondence on claim statements.
Yes
Basic Info
Phone
Yes
Basic Info
Fax
Yes
Basic Info
Email Address
Yes
Basic Info
URL Address
Yes
Basic Info
Financial Institution Type
Yes
Basic Info
Calendar
Yes
Address
Address Section
Yes
Logo
Logo
Intake & Interaction
Setting Name
Description
Read 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 Override
When enabled, intake users have the option to adjust the contact date to a previous date. This is typically used to support written claims.
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.
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
title
Disabling Regulatory Protection
The following options are available disabling regulatory protection actions.
Option
Description
Disable Regulatory Protection for All
Setting
Description
Read Only?
Ticket Required?
Merchant Collaboration - Ethoca
Enable merchant collaboration via the Ethoca network? Include pending transactions?
Yes
Merchant Collaboration - Verifi
Enable merchant collaboration via the Verifi network?
Yes
Correspondence
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Merchant Collaboration Prioritization
Prioritize collaboration requests by Network? When enabled...
One network will be designated by the client as “primary”.
Collaboration requests will not be set to subsequent networks unless one of the following occurs:
The merchant does not participate with the primary network.
The merchant responds via the primary network with no promise of a credit/cancellation.
No response is received via the primary network within 72 hours of request.
Yes
Correspondence
Setting
Description
Read Only?
Ticket Required?
Outbound Communication
When enabled, letters are generated automatically.
Email BCC
Specify a Blind Carbon Copy (BCC) recipient for all emails.
SOR Address Sync
Only allow the current System of Record (SOR) address to be used for correspondence?
Yes
Email Auto-Reply
Automatically reply to incoming email messages.
Yes
Routing Number
Specify 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
title
Disabling Regulatory Protection
The following options are available disabling regulatory protection actions.
Regulatory Documentation Requirements
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MultiExcerptName
Regulatory Documentation
shouldDisplayInlineCommentsInIncludes
false
Regulation E allows issuers to a written statement from the claimant before granting provisional credit. The following settings allow customization of these requirements.
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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
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Denial Configuration
Denial 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 Name
Description
Read Only?
Deny Reasons
Lists 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 and allow the user to provide additional context to the accountholder via the resolution letter.
Option
Description
Disable Regulatory Protection for All Claims
Enabling 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.
Disable Regulatory Protection for Non-Covered, Non-Card Claims
Enabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for
all claims
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
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 Claims
Enabling 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
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Regulatory Timing
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false
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.
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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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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
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Regulatory Timing
shouldDisplayInlineCommentsInIncludes
false
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 Name
Description
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 Override
When 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 Date
Set statement cycle dates used for calculating Regulation Z dates based on BIN/cycle date pair.
Regulatory Documentation Requirements
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Regulatory Documentation
shouldDisplayInlineCommentsInIncludes
false
Regulation E allows issuers to a written statement from the claimant before granting provisional credit. The following settings allow customization of these requirements.
Setting Name
Description
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
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Denial 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 Name
Description
Read Only?
Deny Reasons
Lists 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
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Investigation Assignment
shouldDisplayInlineCommentsInIncludes
false
Investigation
QFD includes various automated and human-supported investigation methods. Below is a list of settings available.
Setting
Description
Read Only?
Ticket Required?
Investigation Type
Required, Anytime, or Disabled. See .
Yes
Investigation Configuration
Headers, 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
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WriteOff Configuration
shouldDisplayInlineCommentsInIncludes
false
Write Off Configuration
The following settings allow customization of available write-off justifications.
Setting Name
Description
Read 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 Justifications
When 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
Description
Read Only?
Ticket Required?
Manual Accounting
Allow access to manual accounting? (Managers only.)
Use non-suspense resolution? Additional options to reverse PC at resolution.
Yes
Accounting Plan
Define all accounts and/or accounting codes to be used for Accounting. Allows for export and approval after configuration.
Yes
Approvals
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Approvals
shouldDisplayInlineCommentsInIncludes
false
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 Name
Description
Read Only?
Write Off Approval
Require approval if the amount of the dispute is greater than X dollars or the amount of the claim is greater than Y dollars
Deny Approval
Require 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 Exclusions
Exclude specific denial reasons, such as Merchant Credit or Withdrawn, from requiring approval. Only applicable when Deny Approval is enabled.
Provisional Credit Approval
Require approval if the amount of the claim is greater than X dollars.
Letter Approval
Require approval for specific letters.
Decision Automation
QFD provides a comprehensive set of configuration options for automating decisions that reduce overhead and improve resolution times.
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Initial 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 Name
Setting Description
Advanced Options
AutoPay Threshold
Upon 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 Threshold
Upon 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-Regulatory
Grant 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 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 Name
Options
Potential Claim Abuse
X claims have been filed in the last X days. Pend these items for Fraud Review instead of Provisional Credit Review?
Suspicious Velocity
More 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 Account
A new account has been opened with the same customer/member within X days of the contact date.
Early Transactions
A disputed transaction occurred within X days of the account opening.
Documents Required
One or more disputes require documentation.
Non-Protected Claims AutoPay
Exclude Non Reg protected claims from AutoPay and Auto-PC automation? This includes claims that are not protected by regulation, based on .
Account Takeover
Exclude Account Takeover (ATO) claims from AutoPay and Auto-PC automation?
Proprietary ATM
Exclude Proprietary ATM claims from AutoPay and Auto-PC automation?
autopayINLINEfalse
Provisional Credit
If provisional credit was not automatically granted as as a result of the Initial Interaction settings above, the following options apply.
Setting Name
Setting Description
Provisional Credit Review
When Provisional Credit is not automatically granted as
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
