Key Features

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. 

The External Case Status Widget is used to convey information about the case to external parties, such as contact center users or customers, where supported. It provides a summary of the case as well as bullet points of information that are relevant to the external user, such information about any credits that have been issued, any documents that may be required, and when they can expect the case to be resolved.  Additionally, users can interact with the claim in several ways via this tool.

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.

This is primarily utilized for calling association services to retrieve clearing and authorization details.  Local services are also supported. 

Initial Interaction Decision introduces automation during initial contact with the account holder, such as issuing temporary or permanent credit or escalating the case for special review. This decision point determines what automated actions are executed related to provisional credit and pay/deny decisions. 

Rule-based decision points at each step in the recovery process, as well as direct integration with Visa and Mastercard. 

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. 

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.

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.