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Yes, if we can get that data in the transaction listing.

Foreign exchange fees and fees that are tied to a transaction with a 1:1 match are automated. Others fees, including fees that cannot be 1:1 matched to a transaction, will need to be entered manually.

https://quavo-inc.atlassian.net/wiki/x/R6FRF

Any dispute covered by Regulation E would be sent through the interest adjustment flow if the account is interest-bearing. Interest-bearing accounts are identified by the Core system, such as Silverlake’s “IntBearAccnt” field.

We use U.S. East N. Virginia as our primary zone, and U.S. W. Oregon as our secondary zone.

Yes. Users created through SSO are set as intake users, but this can be changed. There are additional information requirements to configure this.

Applying consumer liability adjustments can be done manually within QFD, however, there is no system-driven workflows for consumer liability. Adding a specific denial reason for consumer liability can be done through deny justifications.

https://quavo-inc.atlassian.net/wiki/x/_a9UF

Transactions older than 120 days are routed for a manual review. Here, users can manually apply the 60-day Rule by denying or writing off the disputes accordingly. Know that there is not automation or dedicated workflows for the 60-day Rule.

In the Administrator (Admin) Portal, there is a report called, “Operators by Access Group” which will identify who has made changes to a user.

No, the accountholder can reassert multiple times. Back-office users can deny the reopen request as part of the Review Reopen Request assignment.

No, the accountholder can reassert on a claim at any time, regardless of the claim’s age.

QFD waits five business days for the temporary authorization to post. This timeframe can be adjusted

if needed.

Deny and write-off (payment) justifications have a limit of 64 characters.

Compliance FAQs

QFD prevents compliance violations by automatically taking action and updating the case aligning with SLA regulatory mandates and time-sensitive rules.

Customer/member withdrawals allow a same-day debit.

Regulation E applies a full five business days to the deny debit date, including a partial deny due to merchant-issued credit.

Regulation Z applies a same-day debit, including a partial deny due to merchant-issued credit.

Users can manually adjust the deny debit date as part of the denial process.

When a Denial letter is manually sent from the Communication Hub, the Deny Debit date is blank and must be manually entered. We recommend only sending Denial letters as part of the denial process, where QFD applies a valid Deny Debit date based on regulatory requirements.

QFD defaults to using the claim creation date (Contact Date) for regulatory timers. If enabled, back-office users can adjust the Contact Date (earliest disputed transaction date and today's date), which impacts regulatory timers.

QFD defaults to using the claim creation date (Contact Date) for regulatory timers, not the temporary authorization’s posting date.

Yes, the Account Open Date is passed to QFD and is used to set regulatory timers. If the Account Open Date is not passed to QFD, then the system will default to applying the Reg E 10-day rule.

The Provisional Credit, Paid, and Denied letters are covered by Regulation E. At least one attempt to transmit the correspondence is required.

Yes, this regulatory requirement is satisfied when the transaction is reported as being disputed.

Yes, QFD will automatically grant provisional credit if the dispute is not reported as being disputed by this date.

API FAQs

The transaction information is passed to QFD via Silverlake. Aside from the standard transaction information, QFD is currently set to map the below details:

1. Company ID

2. SEC Code

3. Company Name

Manual enrichment is required to include the Trace Number, which is not passed by Jack Henry Silverlake.

QFD supports a wealth of automated workflows including card block and reissuance on fraud claims, general ledger accounting, temporary authorization processing, accountholder emails and letters, fee matching, applying the merchant refund, and more.

No, but if the description is too long it will not present well in the letters.

We can limit transaction types, like disallowing ACH claims from online banking.

QFD waits three business days (72 hours) for the refund to be received.

For new clients, Ethoca is highest priority unless otherwise mandated.

The single-page limit is 60, and double-sided is 30.

Use the Communication Hub to generate and send a new letter. Failures should be escalated via Quavo Communication Center (QCC).

LOB can take up to 3 days to send the letter. Accounting is adjusted so that it does not occur prior to the letter being mailed.

Card number, date, and ARN if provided. Once the dispute has completed enrichment, we use only the Case Number.

Other FAQs

While DRE does not offer intake as part of the offering today, we can satisfy the request by partnering with TaskUs and having them do the front-office call center staffing and intake and DRE can handle the backend processing.

The DRE team are recovery experts and will handle case work before and after the chargeback including provisional credit issuance, the first investigation, and post-chargeback work such representments, pre-arbitration filings, and arbitration escalations. The work volume that DRE does not handle is small and includes manual accounting adjustments, working accountholder inquiries, and other exception tasks that usually requires the use of the client’s internal system.

No, but we're currently incorporating AI into future improvements.

No. Raw data is available, but our reporting offerings do not analyze trends or data.