Key Features

Stage	Feature	Feature Description	More Details
Collect	Multi-Channel Intake	Start or resume a claim in online banking, mobile banking, front office, back office, or branch.
Collect	Unified Intake Workflow	Support all transaction types (ACH, ATM, Check, Credit, Debit, P2P, and Wire) in a single system, with a consistent, user-friendly workflow.
Collect	Supporting Documentation	The supporting documentation step includes flows for collecting documentation that is needed to support claim fulfillment. The collection is broken down based on who provides the information.	Supporting Documentation
Collect	Correspondence Preferences	Support is included for print services, local printing, email, and secure messaging. The system can be configured to evaluate data, such as contact information and opt-in indicators to determine what correspondence channels are allowed.	Correspondence Correspondence Preferences
Collect	Disclosures	Disclosures are dynamically generated and include information about resolution time and any initial interaction automation that is applied.
Collect	External Case Status Widget	Clearly communicates case status and key actions taken and allows external users, such as customers, front-office, or branch users, to interact with the claim.
Collect	Duplicate Dispute Detection	Detect and prevent duplicate disputes.
Enhance	Pending Transactions	QFD supports the ability to include pending transactions in a claim. When pending transactions are included in a claim, QFD will check for new postings every 6 hours. When new postings are available, QFD will evaluate them and attempt to make an automatic match.	Authorizations
Enhance	Enrichment	Retrieve additional transaction details directly from the card network.
Analyze	Initial Interaction Decision	Introduce automation during initial contact with the customer, such as issuing temporary or permanent credit or escalating the case for special review.
Analyze	Provisional Credit Automation	Excerpt lookup error: excerpt "Description" was not found on page "Provisional Credit" (with ID 348160022) in space "QEK". If you're experiencing issues please see our Troubleshooting Guide.	Provisional Credit
Analyze	Fee Maintenance	Automatically detect fees that require review and perform fee maintenance.
Analyze	Merchant Collaboration	Automatic eligibility checks and case creation with Verifi and Ethoca to attempt recovery without any human interaction.
Analyze	Merchant Credit Checking	Automated checks for merchant credit allow claims to be resolved before resorting to a chargeback.
Analyze	Automated Risk Index	Page lookup error: page "Automated Reasonable Investigation Agent" not found. If you're experiencing issues please see our Troubleshooting Guide.	Automated Reasonable Investigation Agent
Analyze	Chargeback Rules	Automated claim evaluation to determine if the dispute is within chargeback time-frames and all the necessary information and documentation has been provided.
Analyze	Chargeback Automation	Rule-based decision points at each step in the recovery process, as well as direct integration with Visa and Mastercard.
Analyze	Regulatory Compliance	QFD is pre-configured with Service Level Agreements (SLAs) to ensure that regulatory requirements are satisfied. When applicable, regulatory SLA milestones are visible in Claim Details.	Regulatory Service Level Agreements
Analyze	Decision Review	Conditionally require additional approvals for Provisional Credit, Deny, and Write Off decisions.
Analyze	SAR Requirement Detection	Evaluates claim behavior to determine when a Suspicious Activity Report may be required and facilitates the reporting process.
Execute	Dispute Status Maintenance	Built-in connectors for placing transactions in dispute status.
Execute	Accounting	Simple and transparent accounting framework with pre-built connectors for common accounting services, as well as a batch file and manual accounting support.
Execute	Credit Bureau Maintenance	Update credit card tradeline reporting status.
Execute	Dispute Status Maintenance	Add and remove transactions from dispute status for accurate minimum payment and interest calculations during the dispute.
Execute	Card Maintenance	Report cards lost or stolen and reissue plastics.
Execute	Fraud Reporting	For most card networks, fraud reporting must be completed before a fraud chargeback can be submitted. The system facilitates automatic fraud reporting via direct integration with popular card networks. This step is only applicable to credit and debit card claims.	Fraud Reporting
Execute	Stop Payments	The Stop Payment feature enables issuers to process stop payment requests for preauthorized electronic funds transfers, such as automatic bill payments and installment payments, preventing future, unauthorized charges. The type and availability of requests will depend on the multiple factors, such as the association or acquirer network.	Stop Payment
Tools	Accounting Tool	Easily view, reconcile and perform accounting all in one convenient tool. See Accounting Tool for more details.
Tools	Communication Hub	See all outbound and inbound customer correspondence details and generate new correspondence in an easy-to-use tool.
Tools	Reporting	Real-time reporting for managers with full drill-down and export functionality.
Tools	Statement Viewer	View and download account statements directly from the case.
Navigation	Role-Based Portals	Information and functionality is limited based on user role, with out-of-the-box support for customers, contact centers, branch representatives, analysts, managers, compliance and audit.