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Dispute Resolution Experts

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Quavo's Dispute Resolution Experts can work some or all back office dispute functions instead of client personnel

Benefits of using this Addon

Individual assignments can be worked by Quavo experts, requiring less overhead, training and expertise needed on the client's team.

What does it replace?

This may replace a currently outsourced operation or a backlogged current back office team.

What phase is this recommended in?

This is recommended in the initial phase.

How long from phase kickoff can this be implemented?

This can be implemented immediately as part of the initial release phase.

Who is responsible for what to implement this addon?  What information is required to implement this addon?

Quavo Responsibilities
  1. Configure QFD for shared work routing based on client expectations of work to be performed
  2. Provide appropriately staffed resources to work Quavo assigned tasks in a timely manner
  3. Work with client to understand assignment responsibilities for each company and the flow of work through the system
Client Responsibilities
  1. Provide appropriately staffed resources to work client assigned tasks in a timely manner
  2. Provide Quavo with shared work routing requirements within one month of phase kickoff
Third Party Responsibilities

What does a timeline look like for implementing this addon?


Weeks to completion/Responsibility mapping
PartyKickoff123456789101112
Quavo1

1 3

1 31 31 33333



Client12222







How is pricing determined?

MetricDescription
Provisional Credit Review/DecisionFees are assessed for expert review.  For automated items (such as an auto provisional credit rule), no fee is assessed.


Fee Review/Decision
Interest Calculation Review/Decision
Reasonable Investigation Review/Decision
Chargeback Review/Decision
Representment Review/Decision
Arbitration Review/Decision
Arbitration Chargeback Review/Decision
Manual match of a Pending Charge to a PostingFees are assessed for manual tasks.  For items completed through automation, no fee is assessed.
Merchant Refund Review/Decision
Accounting Exception Review/Adjustment
Manual Chargeback Process
Manual Representment Processing
Manual Arbitration Processing
Manual Arbitration Chargeback Processing
Manual Fraud Reporting Processing

What success criteria should be met prior to going live?

Work should route cleanly between both organizations for all workbaskets in the system.  There should be clearly defined expectations of work responsibility, volumes, escalations, approvals, etc..

Any best practices for implementation or things to know after going live?

Close coordination between the client and Quavo is important as the system goes live to make sure all work is being completed by one party or the other.

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