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. 

The resulting decision is documented in the Case Audit Log.  This table is evaluated during the Collect stage and the results of the evaluation determine what information is communicated to the claimant during the Confirmation step.

Configuration

The following settings can be updated in Client Settings.

Basic Configuration

Auto Pay

• Automatically pay claims that are less than or equal to $________.

• When enabled there are two additional configurations.
  • Attempt recovery after paying? - A client has the option to pursue recovery even thought a final credit has been issued; by default recovery is not pursued on autopaid claims.
  • Skip merchant collaboration after paying? - A client has the option to opt out of pursuing recovery from third parties (Ethoca/Verifi); by default merchant collaboration is pursued on auto paid claims. 

Provisional Credit

• Automatically grant provisional credit to claims that are less than or equal to $__________.
• When auto provisional credit is enabled there are two additional configurations
  • Allow automatically granting provisional credit to claims that are not covered by Reg E or Reg Z?
  • Withhold provisional credit for chargeback docs? (Card Claims Only)

Expert Configuration

Auto Pay

• Card

  • Automatically pay fraud claims that are less than or equal to $________ and all transactions are below $________.

  • Automatically pay non-fraud claims that are less than or equal to $________ and all transactions are below $________.
• ACH / Check / Wire
  • Automatically pay claims that are less than or equal to $________ and all transactions are below $________.
• When  auto pay is enabled there are two additional configurations.
  • Attempt recovery after paying? - A client has the option to pursue recovery even thought a final credit has been issued; by default recovery is not pursued on autopaid claims.
  • Skip merchant collaboration after paying? - A client has the option to opt out of pursuing recovery from third parties (Ethoca/Verifi); by default merchant collaboration is pursued on auto paid claims.  (Card Claims Only)

Provisional Credit

• Card

  • Automatically pay fraud claims that are less than or equal to $________ .

  • Automatically pay non-fraud claims that are less than or equal to $________.
• ACH / Check / Wire
  • Automatically pay claims that are less than or equal to $________.
• When auto provisional credit is enabled there are two additional configurations
  • Allow automatically granting provisional credit to claims that are not covered by Reg E or Reg Z?
  • Withhold provisional credit for chargeback docs? (Card Claims Only)

Exceptions

By default, QFD will NOT automatically pay or grant provisional credit for:

• Missing Deposit claims
• Accounts opened in the last 60 days (if this information is made available to QFD)
• Claims containing temporary authorizations
• Claims containing manual transactions
• Claims containing an aged transaction (120 days or more old)
• Claims where the accountholder has been unduly enriched, such as a credit that should have been a debit

Advanced Settings

This pre-condition rule includes additional action types.

Claim Abuse Threshold

Set a flag for account holders who are potentially first-party fraudsters. By default, this configuration is set to 3 claims filed in the 180 days. The flag is triggered by the number of claims created by a specific customer/member ID and disallows auto-pay and auto-provisional credit on flagged account holder claims. 

Use the Potential Claim Abuse report to obtain an aggregated list of flagged account holders and their claims. 

Provisional Credit Actions

These actions determine if and how automation is applied to the provisional credit decision.

Claim Decision Actions

These actions determine when automation is applied to the claim decision.

Grant Immediate PC Actions

This optional action determines when Immediate PC is applied to the claim. To enable it, the user will need to private edit the rule and add a column with .GrantImmediatePC set as the property.

Reg E Documentation Requirement

This optional action requires the claimant to provide documentation, when regulatory or chargeback documentation is required, prior to PC being applied to the claim.  

References