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QFD supports integration that allows account holders accountholders to initiate dispute claims and check on existing claims using their online bank account or mobile banking app. 

Claim Intake

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The account holderaccountholder's claim creation experience will mirror that of bank employees who capture claims using QFD software. 


Questionnaire

When the account holder accountholder initiates a dispute claim using the self-service function, they will not need to search for or select an account holder accountholder or an account. They will land in the Reason stage and be prompted to select the claim and dispute reason. 

Requested Documents

The Documentation Requested screen will display to the account holder accountholder when there is a required document for recovery. The following list includes card claim reasons that require documentation:

  • Paid by Other Means

  • Credit not Received 

  • Fraudulent Application

  • Statement of Fraud or Dispute, if configured

The account holder accountholder will see this screen after completing the additional questions in the Detail stage. The account holder accountholder can upload the required document using the Attach new button, which will open a file browser to their machine. 

The account holder accountholder can submit the claim without uploading the required document by clicking the Continue button to move to the next screen. 

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Overrides are optional functions that enable intake users to complete various tasks including withholding provisional credit automation, editing the contact date, and many others. Account holders Accountholders will not have access to overrides and cannot complete these actions. Image Removed

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Case Status

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The Case Status screen is  is the page account holders accountholders land on when following up on an existing claim.Image Removed

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Actions

Accountholders and intake users can take action on an existing claim. 

Accountholders can:

  • Request case withdrawn

  • Request dispute is reopened

  • Upload a new file

  • View case notes

  • View Case Attachments

  • View Communication

Demos

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Online Banking

Multimedia
nameSelfserve Demo.mp4

Mobile Integration

Multimedia
nameMobile App Demo.mp4