VISA

Question	If Visa is paying the claim post-CB, will the claim automatically update to paid or will there be an assignment created?
Answer	If a recovery is successful, whether at chargeback, pre-arb, or Arb, QFD will automatically send the Paid letter.
Knowledge Base Article	Visa Recovery Options

Question	Will QFD pull in the documentation (journal of the transactions showing they're valid) from Visa for ATM disputes?
Answer	For Visa/PLUS network transactions, any documentation included with the dispute response is automatically uploaded to the claim. The docs are visible within the Attachments section of the Case Assets (far right side of the screen), as well as within the dispute assignments to make it easier to navigate on multi-dispute claims.

Mastercard

Question	What info fields do we send to Mcom
Answer	Card number, date, and ARN if provided Once enriched, we just use Case Number

Claims

Question	Can a claim be submitted on a closed account?
Answer	In QFD, yes Some APIs will not support this. JackHenry Symitar will not support this function

Accounting

Question	If the account was closed, can we change the account number for accounting postings?
Answer	This is a configuration setting we can support; this will only occur after the initial accounting call has failed.

Question	How often does the final accounting post?
Answer	All of our accounting is done via real-time API call. Depending on how the accounting was triggered, it can sometimes take a few minutes to kick off.
Knowledge Base Article	Execute Accounting Flow

Question	Will the fee assignment always be manual?
Answer	Not always. Foreign Exchange Feed are almost 100% automated. Other fees not tied to a transaction 1:1 can be automated but are usually manual.
Knowledge Base Article	Fees

Question	How does QFD know which disputes should have the interest adjustment assignments? How will QFD know which accounts are interest-bearing?
Answer	Any dispute covered by Reg E would be sent through the interest adjustment flow if the account is interest-bearing. When applicable, the interest-bearing accounts are identified from the Silverlake response, using the “IntBearAcct” field.

Question	When does the Accounting Batch File occur?
Answer	By default, once daily at the end of the day

SSO

Question	Where can we track user creation and updates/changes to the user permissions?
Answer	In the Administrator portal, there is a report called "Operators By Access Group" which will identify who has made changes to a user. We do not have a report for what was changed.

Automatic Recovery

Question	Which claim types will have automatic recovery?
Answer	Those over the Visa network, including PLUS.
Knowledge Base Article	Recovery

Letters

Question	How can we verify QFD is sending letters/emails correctly? Can we confirm the recipients are receiving the communication?
Answer	Paper letters are sent via SFTP. Each file export will include a metadata file with a list of letters included, which should be used as reconciliation. We also have a report in QFD, called Outbound Correspondence, that shows all communication sent, regardless of Channel.
Knowledge Base Article	Outbound Correspondence Automated Paper Letters

Question	Can we customize account holder letters?
Answer	We strongly recommend using the out-of-the-box letter package that are customized to your firm's branding but are not altered further. For more information on QFD's standard letter package vs. customized letters, see this article.

Core

Jack Henry

Symitar

Silverlake

Question	How is information tracked with ACH disputes since they're posted to Jack Henry - how does QFD support ACH disputes?
Answer	The transaction information is passed to QFD via Silverlake Aside from the standard transaction information, QFD is currently set to map the below ACH-specific details: Company ID SEC Code Company Name Manual enrichment is required to complete Trace Number (not provided by JH Silv response)
Knowledge Base Article	ACH Recovery Strategy

Fiserv CCM/DNA

TSYS

General Knowledge

Question	What Amazon primary and secondary zones does QFD use
Answer	We use US East N Virgina as our primary and US West Oregon as our secondary zone

Regulatory

Question

How does the system handle ACH claims post 60 days on Reg E?

Answer

ACH claims are always given Reg E protection in QFD, regardless of transaction age or the span of transactions. Under § 1005.6(b)(3), consumers are protected for the first statement, plus 60 days, and can be held liable for any subsequent transactions. Even still, § 1005.6(b)(4) requires that timeframe be extended for "extenuating circumstances", though no definition is provided. Since QFD is unable to determine a cause for delay, all transactions are considered protected. There are configuration settings that can be modified to ensure some automation is stopped on aged transactions, however if a user fails to take action by Reg45, QFD will resolve the claim and send a Paid letter to the accountholder.

Quavo Client Frequently Asked Questions