QFD supports automated processes like accounting and lettering, however, recovery for ACH disputes will occur outside QFD. Analysts will continue to complete the required assignments within QFD while working outside QFD to complete the investigation and pursue recovery.
ACH Claim Workflow
QFD supports both ACH credit and debit disputes. Provisional Credit is not issued for credit disputes.
- Enrichment
Note: Enrichment can be turned off for ACH claims. Refer to your firm's configurations to know if analysts will see this assignment.
In the Process Enrichment Manually assignment, analysts will input the requested information into the required data fields.
ACH required data points: Transaction Date, Transaction Amount, SEC Code, Trace ID, Company ID, Inbound Account Number, Individual Name
Process Enrichment Manually - Documentation
Note: The Review Documents assignment only generates when the Written Statement of Unauthorized Debit (WSUD) is received. The claim will pend for 10 calendar days after Enrichment is complete. If the WSUD is not received within 10 calendar days, this node will resolve and the Review Documents assignment will not generate. The dispute will move onto the Provisional Credit assignment where the analyst can submit a second request for the WSUD, proceed without documentation, or submit a Good Faith request.
In this assignment, analysts will review the document to ensure it meets the WSUD requirement.
Review Documents (WSUD) - Provisional Credit
Note: The Provisional Credit Review assignment will wait for the WSUD to be received and reviewed before it presents to an analyst. Analysts can enter the Provisional Credit node within the 10-day pend timeframe to work the Provisional Credit assignment by clicking on the Proceed without Documents button.
In the Provisional Credit Review assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Provisional Credit Review - Disposition (Disposition Case)
In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Process Liability assignment, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Disposition Case - Recovery
Note: The claim will be paid after the analyst completes the ACH return.
In the Process Return assignment, analysts will process the return in their firm's system of choice. If the analyst determines the return should not be processed, they can select Cancel Recovery from the Other Actions button or they can select Pend to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
ACH Recovery
Disposition (Process Liability)
Note: This assignment will present to analysts when recovery cannot be pursued due to an expired regulation resolution date.
In the Process Liability assignment, analysts will determine if the claim should be paid or denied.
Process Liability
Real-Time Payment (RTP)
QFD supports RTP credit and debit disputes.
- Enrichment
Note: Enrichment can be turned off for ACH claims. Refer to your firm's configurations to know if analysts will see this assignment.
In the Process Enrichment Manually assignment, analysts will input the requested information into the required data fields.
RTP required data points: Description, Transaction Amount, Transaction Date
Process Enrichment Manually - Disposition (Disposition Case)
In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Process Liability assignment, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Disposition Case - Recovery
Note: The claim will be paid after the analyst completes the ACH return.
In the Process Return assignment, analysts will process the return in their firm's system of choice. If the analyst determines the return should not be processed, they can select Cancel Recovery from the Other Actions button or they can select Pend to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
ACH Recovery
Disposition (Process Liability)
Note: This assignment will present to analysts when recovery cannot be pursued due to an expired regulation resolution date.
In the Process Liability assignment, analysts will determine if the claim should be paid or denied.
Process Liability
Zelle
QFD supports both Zelle credit and debit disputes. Provisional Credit is not issued for credit disputes.
- Enrichment
Note: Enrichment can be turned off for ACH claims. Refer to your firm's configurations to know if analysts will see this assignment.
In the Process Enrichment Manually assignment, analysts will input the requested information into the required data fields.
Zelle required data: Payee, Transaction Amount, Transaction Date
Process Enrichment Manually - Provisional Credit
Note: The Provisional Credit Review assignment will wait for the WSUD to be received and reviewed before it presents to an analyst. Analysts can enter the Provisional Credit node within the 10-day pend timeframe to work the Provisional Credit assignment by clicking on the Proceed without Documents button.
In the Provisional Credit Review assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Provisional Credit Review - Disposition (Disposition Case)
In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Process Liability assignment, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
Disposition Case - Recovery
Note: The claim will be paid after the analyst completes the ACH return.
In the Process Return assignment, analysts will process the return in their firm's system of choice. If the analyst determines the return should not be processed, they can select Cancel Recovery from the Other Actions button or they can select Pend to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
ACH Recovery
Disposition (Process Liability)
Note: This assignment will present to analysts when recovery cannot be pursued due to an expired regulation resolution date.
In the Process Liability assignment, analysts will determine if the claim should be paid or denied.
Process Liability
Ancillary Assignments
Collaboration for ATM and ACH Claims: The Check for Merchant Credit assignment may not be presented to analysts in ACH claims. This page explains the Collaboration node's role in ACH claims.
Execute Accounting: In the Execute Accounting assignment, analysts will use their firm's accounting system of choice to complete the accounting action.
Responses: This node houses several assignments that all function similarly to one another. In these assignments, analysts will review the message and take the appropriate action.
Fee Maintenance: In the Refund Fee assignment, analysts will match the account fee to the associated disputed transaction.
Fees: In the Review Fee assignment, analysts will match the account fee to the associated disputed transaction.
Note: This assignment can be turned off. Refer to your firm's configurations to know if analysts will see this assignment.
Stop payment: In the Execute Stop Payment assignment, analysts will process the stop payment in their firm's system of choice.