One of the first questions we may ask ourselves is, "How do claims work?" The purpose of this article is to explain the life of a dispute in QFD.
We'll cover two types of assignments: recovery path assignments and ancillary assignments. Ancillary assignments must be completed as part of dispute work, but are not assignments that are a part of the recovery path; these assignments involve fees, accounting, and member responses.
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Life an ACH dispute
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. With the exception of the Process Liability assignment, this is the path ACH claims follow (1 - 5).
- 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.
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 Chargeback 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.
Process Chargeback (ACH) - 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 present 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.
Life an ATM dispute
QFD supports automated processes like accounting and lettering, however, recovery for ATM 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. With the exception of Enrichment and the Process Liability assignment, this is the path ATM claims follow (2 - 7).
- Enrichment
Enrichment is not needed for ATM claims. - Documentation
Note: The Review Documents assignment only generates when the Statement of Dispute is required and received. The claim will pend for 10 calendar days after Enrichment is skipped. If the Statement of Dispute 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 Statement of Dispute or proceed without documentation.
In this assignment, analysts will review the document to ensure it meets the Statement of Dispute requirement.
Review Documents - Provisional Credit
Note: The Provisional Credit Review assignment will wait for the Statement of Dispute if it's required. 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
In the Execute Chargeback and Process Chargeback assignments, analysts will submit the chargeback in their firm's system of choice. Know that only one of the two will present: Execute Chargeback or Process Chargeback. If the analyst determines the chargeback should not be submitted, they can select Cancel Recovery from the Other Actions button, which will move the dispute back into the Disposition node with the Disposition Case assignment applied.
Execute Chargeback or Process Chargeback - Disposition (Pending Response)
The dispute will move back to the Disposition node after executing the chargeback manually in the external system. The dispute will pend for 10 days while we complete the investigation outside of QFD. Once the investigation has been completed, we can manually end the pend period by choosing a response, selecting a response date, and entering our findings in the Notes box.
Pending Response - Disposition (Review Dispute Response)
In the Review Dispute Response assignment, analysts will determine how to handle the claim by reviewing the Acquirer's response. Analysts can move the dispute back into the Disposition Case assignment by selecting Pursue Other Recovery Options. Analysts can write off (pay) or deny the dispute by selecting the respective options.
Review Dispute Response - 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 present to analysts in ATM claims. This page explains the Collaboration node's role in ATM 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.
Service Block Reissue Card: Analysts will be presented with the Block Card/Block and Reissue Card assignment when there was a failure to do so through automated processes. Analysts will complete the required action in their firm's system of choice.
Fraud Reporting: Analysts will be presented with an assignment involving fraud reporting when there was a failure to execute fraud reporting or in cases where fraud reporting could not be completed by QFD.
Interest: Analysts will use the calculator tool to calculate the amount of the interest fee that should be refunded should the claim be paid. This assignment will only present on interest-bearing accounts.
Life a Card dispute
Card disputes have the most variability in their recovery path assignments. We'll explain the general life of a card dispute below. You can review specific assignments when prompted in it's respective node's parent page in the left sidebar.