Frequently Asked Questions

We can support this functionality by enabling users to change the account number after the initial accounting call has failed.

All accounting adjustments are done via real-time API call. Depending on how the accounting was triggered, it can take a few minutes to kick off.

Execute Accounting Flow

By default, once a daily at the end of the business day.

Yes, the accountholder will receive a completed WSUD form when verbal attestation is agreed to.

ACH claims are always given Regulation E protection, regardless of transaction age or the span of transactions included on the claim. Under § 1005.6(b)(3), consumers are protected for the first statement, plus 60 days, and can be held liable for any subsequent transactions. Even still, § 1005.6(b)(4) required that timeframe be extended for “extenuating circumstances” though no definition is provided. Since QFD is unable to determine a cause for delay, all transactions are considered protected. There are configuration settings that can be modified to ensure some automation is stopped on aged transactions, however, if a user fails to take action by Reg45, QFD will resolve the claim and send a paid letter to the account holder.

For Visa and PLUS networks transactions, any documentation included with the dispute response is automatically uploaded to the claim. Documents are visible in the Attachments section of the Case Assets and within

Yes, QFD can recognize internal transactions based on the information the core banking system passes. QFD will extend the resolution timeframe to 90 days in order to align with Regulation E.

Although this scenario is an error recognized by Regulation E, QFD does not currently support this claim reason. Often times this scenario is the result of the deposit being made after the business day cut-off time.

Paper letters are sent via SFTP. Each file export will include a metadata file with a list of letters included, which should be used for reconciliation. Additionally, there is a report in the Report hub within QFD called, “Outbound Correspondence” that shows all communication sent.

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Clients can configure the header, greeting, footer, closing, and branding elements within standard letters.

Quavo’s standard, default letters comply with Consumer Financial Protection Bureau (CFPB) requirements. Increasingly, the CFPB has taken active interest in defining the language used in consumer letters. Phrases like, “requested,” “required,” and “you have the right to,” are now specifically defined in these regulatory guidelines. As regulations evolve, Quavo immediately updates our letters with the necessary changes.

The letter package does not change based on card or non-card disputes. Both ACH and card disputes are considered electronic fund transfers (EFTs) by Regulation E and are governed under the same laws enforced by the CFPB.

Yes, QFD supports secure messaging. We can adjust the subject line as needed or take a more tailored approach depending on the email specifications.

No, that section can be left blank.

Foreign exchange fees and fees that are tied to a transaction with a 1:1 match are automated. Others fees, including fees that cannot be 1:1 matched to a transaction, will need to be entered manually.

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QFD supports claim submission on closed claims, however, some APIs and Core Banking prevent this function, such as Jack Henry Symitar.

A merchant authorization claim is an internal-only dispute reason used when a merchant failed to obtain proper authorization from the card issuer before settling a transaction. If the accountholder initiating the claim, this reason is never applicable and as such, do not include a Confirmation letter.

Examples:

1. Merchant didn’t receive an authorization response from the issuer

2. Although authorization was received, there were insufficient funds at the time of settlement

3. A technical error occurred in the authorization process

Eight hours is the default timeframe where incomplete claims can be resumed by users. This timeframe can be adjusted if needed.

Accountholders cannot resume incomplete claims.

Any dispute covered by Regulation E would be sent through the interest adjustment flow if the account is interest-bearing. Interest-bearing accounts are identified by the Core system, such as Silverlake’s “IntBearAccnt” field.

Yes, QFD handles the case creation in Association platforms and executes recovery for disputed transactions made on the Mastercard, Visa, Pulse, and PLUS networks. QFD will continue to auto-process recovery work by including merchant responses, updating Association cases, and supporting write-off and denial decisions throughout.

Recovery

If a recovery is successful, QFD will automatically send the paid letter.

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Yes, the claim in QFD can house attachments. These attachments can then be included in recovery actions.

We use U.S. East N. Virginia as our primary zone, and U.S. W. Oregon as our secondary zone.

Abandoned claims do not have a cost associated with them. Clients are charged per dispute, which abandoned claims do not have.

QFD supports risk flags to withhold auto-issuance of provisional credit and automated write-offs. Clients will need to work with their Project Manager to ensure indicators are included in their build.

Yes, for Visa and RTSI only. Manual stop payment is available for all other networks.

No, not currently. We use one email set-up per tenant.

Yes. Users created through SSO are set as intake users, but this can be changed. There are additional information requirements to configure this.

In the Administrator (Admin) Portal, there is a report called, “Operators by Access Group” which will identify who has made changes to a user.

No, the accountholder can reassert multiple times. Back-office users can deny the reopen request as part of the Review Reopen Request assignment.

No, the accountholder can reassert on a claim at any time, regardless of the claim’s age.

QFD waits five business days for the temporary authorization to post. This timeframe can be adjusted

if needed.

Deny and write-off (payment) justifications have a limit of 64 characters.

QFD prevents compliance violations by automatically taking action and updating the case aligning with SLA regulatory mandates and time-sensitive rules.

Customer/member withdrawals allow a same-day debit.

Regulation E applies a full five business days to the deny debit date, including a partial deny due to merchant-issued credit.

Regulation Z applies a same-day debit, including a partial deny due to merchant-issued credit.

Users can manually adjust the deny debit date as part of the denial process.

When a Denial letter is manually sent from the Communication Hub, the Deny Debit date is blank and must be manually entered. We recommend only sending Denial letters as part of the denial process, where QFD applies a valid Deny Debit date based on regulatory requirements.

QFD defaults to using the claim creation date (Contact Date) for regulatory timers. If enabled, back-office users can adjust the Contact Date (earliest disputed transaction date and today's date), which impacts regulatory timers.

QFD defaults to using the claim creation date (Contact Date) for regulatory timers, not the temporary authorization’s posting date.

Yes, the Account Open Date is passed to QFD and is used to set regulatory timers. If the Account Open Date is not passed to QFD, then the system will default to applying the Reg E 10-day rule.

The Provisional Credit, Paid, and Denied letters are covered by Regulation E. At least one attempt to transmit the correspondence is required.

Yes, this regulatory requirement is satisfied when the transaction is reported as being disputed.

Yes, QFD will automatically grant provisional credit if the dispute is not reported as being disputed by this date.

The transaction information is passed to QFD via Silverlake. Aside from the standard transaction information, QFD is currently set to map the below details:

1. Company ID

2. SEC Code

3. Company Name

Manual enrichment is required to include the Trace Number, which is not passed by Jack Henry Silverlake.

QFD supports a wealth of automated workflows including card block and reissuance on fraud claims, general ledger accounting, temporary authorization processing, accountholder emails and letters, fee matching, applying the merchant refund, and more.

QFD waits three business days for the refund to be received.

For new clients, Ethoca is highest priority unless otherwise mandated.

The single-page limit is 60, and double-sided is 30.

Use the Communication Hub to generate and send a new letter. Failures should be escalated via Quavo Communication Center (QCC).

LOB can take up to 3 days to send the letter. Accounting is adjusted so that it does not occur prior to the letter being mailed.

Card number, date, and ARN if provided. Once the dispute has completed enrichment, we use only the Case Number.

While DRE does not offer intake as part of the offering today, we can satisfy the request by partnering with TaskUs and having them do the front-office call center staffing and intake and DRE can handle the backend processing.

The DRE team are recovery experts and will handle case work before and after the chargeback including provisional credit issuance, the first investigation, and post-chargeback work such representments, pre-arbitration filings, and arbitration escalations. The work volume that DRE does not handle is small and includes manual accounting adjustments, working accountholder inquiries, and other exception tasks that usually requires the use of the client’s internal system.

DRE team leaders will host recurring business reviews to go over casework quality, volume health, recovery opportunities, and other wins. Clients can use QFD’s reporting browser, data warehouse, or business events streaming to aggregate their own data.

QFD has a built-in reporting browser that delivers volume and operational data to managers and internal auditors. Quavo has partnered with Snowflake to offer a data warehouse that includes analytical and forecasting details. Quavo offers a business event streaming service that can be tailored to a client’s exact needs.

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