Overview

What is Zelle?

Zelle is a peer-to-peer money transfer app that allows individuals to send and receive money within minutes.  Users access Zelle through their banking institution's banking app or online banking site.   User accounts are associated with a phone numbers, which allows other users to easily find the person they wish to send money to. Unlike other money transfer apps, Zelle does not charge a fee for an instant transfer.  More than 1700 banks include Zelle in their banking app.

Zelle claims are on the rise.  Due to the popularity of the app, fraudsters have devised new scams to lure users into traps and steal their money.  Unlike payment cards, Zelle does not currently provide complete liability protection to it's users.  In addition to the rise in fraud scams, many merchants are opting to accept Zelle as a payment method for goods or services to make it easier for consumers to do business with them.  The increase in re-sale activity, thanks to apps like OfferUp, has also led to a significant rise in peer-to-per transfers, and fraud claims.

QFD includes support for end-to-end Zelle dispute processing and provides many features to help mitigate losses for financial institutions and improve customer experience.  Continue reading to understand how QFD supports Zelle disputes.

Processing

Collect

The collect stage is generally referred to as “intake”. This is where the case is created and information is collected from the claimant in order to provide all the details that are necessary to investigate the claim. Rules are evaluated as the user navigates through the collection process so that content is based on the context of the case.  This is invisible to the user and developed in such a way that the user need not understand the underlying rules or have detailed knowledge of the claims process.  To see the process in action, check out a short video demonstration.

Intake Questionnaires

The following questionnaires are applicable.

Dispute Reasons

The following dispute reasons are applicable.

Unauthorized