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. | |
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 | 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. | External Case Status |
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 | This is primarily utilized for calling association services to retrieve clearing and authorization details. Local services are also supported. | Auto Enrichment |
Analyze | Initial Interaction Decision | Page lookup error: page "2020-05-29_21-11-40_Initial Interaction Decision" not found. If you're experiencing issues please see our Troubleshooting Guide. | 2020-05-29_21-11-40_Initial Interaction Decision |
Analyze | Provisional Credit Automation | { "errors": [ { "status": 404, "code": "NOT_FOUND", "title": "Cannot find a page with id [348160022]", "detail": null } ] } 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. This maintenance includes refunding fees and making the appropriate adjustments for reversed fees. | |
Analyze | Merchant Collaboration | Page lookup error: page "Merchant Collaboration" not found. If you're experiencing issues please see our Troubleshooting Guide. | Merchant Collaboration |
Analyze | Merchant Credit Checking | { "errors": [ { "status": 400, "code": "INVALID_REQUEST_PARAMETER", "title": "Provided value {att341011830} for 'id' is not the correct type. Expected type is long.", "detail": null } ] } If you're experiencing issues please see our Troubleshooting Guide. | Merchant Credit Check |
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. Page lookup error: page "2020-05-29_21-11-43_Review Chargeback Pre-Conditions" not found. If you're experiencing issues please see our Troubleshooting Guide. | 2020-05-29_21-11-43_Review Chargeback Pre-Conditions |
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 | Page lookup error: page "Decision Approval" not found. If you're experiencing issues please see our Troubleshooting Guide. | Decision Approval |
Analyze | SAR Requirement Detection | Page lookup error: page ".Suspicious Activity (SAR) Report v1.37" not found. If you're experiencing issues please see our Troubleshooting Guide. | Suspicious Activity (SAR) Report |
Execute | Dispute Status Maintenance | When an amount is placed in dispute status with the credit card processor, that amount is excluded from interest and minimum payment calculations until it is removed from dispute status. This is typically used for non-fraud claims where a chargeback has not been filed and a provisional credit has not been issued. | Dispute Status Maintenance |
Execute | Accounting | QFD performs general accounting operations required for claims processing. The system can be integrated with most real-time accounting service interfaces or support batch accounting file generation and delivery. When no services are available, these operations are performed by a user. Specific accounting rules can be configured for each transaction type and adjustment type to ensure all accountholder and GL to GL accounting needs are supported. Additionally, QFD performs account balancing to ensure that all require accounting is performed on-time. | Accounting |
Execute | Credit Bureau Maintenance | When enabled, this optional flow will generate the assignments necessary to update consumer credit reporting status. Unique parameters and/or instructions may be configured based on whether a case is created, accepted, or declined. | Credit Bureau Maintenance |
Execute | Dispute Status Maintenance | When an amount is placed in dispute status with the credit card processor, that amount is excluded from interest and minimum payment calculations until it is removed from dispute status. This is typically used for non-fraud claims where a chargeback has not been filed and a provisional credit has not been issued. | Dispute Status Maintenance |
Execute | Card Maintenance | QFD has the built-in capability to block cards and reissue new cards and account numbers to customers. The system can be configured to do this manually or via an API service and can be customized as such. | Block and Reissue |
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 | The accounting tool provides a summary and detailed views of accounting adjustments to assist the user in understanding what accounting has been completed and what additional accounting may be needed to resolve a case. This includes all accounting that has been completed for the entire claim. Additionally, the accounting tool includes functionality for performing manual accounting adjustments. It is accessible from the Tools section of the Case Assets panel that is displayed on the right-hand side of the screen when viewing a case. To view accounting details for specific disputes within a claim, see the Overview tab. | Accounting Tool |
Tools | Communication Hub | Page lookup error: page "Communication Hub" not found. If you're experiencing issues please see our Troubleshooting Guide. | Communication Hub |
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 are limited based on user role, with out-of-the-box support for customers, contact centers, branch representatives, analysts, managers, compliance, and audit. |
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