Self-service and Online Banking

Overview

QFD supports integration that allows accountholders to initiate dispute claims and check on existing claims using their online bank account or mobile banking app.

Claim Intake

The accountholder's claim creation experience will mirror that of bank employees who capture claims using QFD software.

Questionnaire

When the accountholder initiates a dispute claim using the self-service function, they will not need to search for or select an accountholder or an account. They will land in the Reason stage and be prompted to select the claim and dispute reason.

Requested Documents

The Documentation Requested screen will display to the accountholder when there is a required document for recovery. The following list includes card claim reasons that require documentation:

Paid by Other Means
Credit not Received
Fraudulent Application
Statement of Fraud or Dispute, if configured

The accountholder will see this screen after completing the additional questions in the Detail stage. The accountholder can upload the required document using the Attach new button, which will open a file browser to their machine.

The accountholder can submit the claim without uploading the required document by clicking the Continue button to move to the next screen.

Overrides

Overrides are optional functions that enable intake users to complete various tasks including withholding provisional credit automation, editing the contact date, and many others. Accountholders will not have access to overrides and cannot complete these actions.

Case Status

The Case Status screen is the page accountholders land on when following up on an existing claim.

Actions

Accountholders and intake users can take action on an existing claim.

Accountholders can:

Request case withdrawn
Request dispute is reopened
Upload a new file
View case notes
View Case Attachments
View Communication

QFD Knowledgebase