Research
- Devan Robertson
- Kristafanie Somers
- Hannah Richardson
QFD includes various options for automating a reasonable investigation, as well as helping to facilitate investigations performed by a user.
Anytime Investigation
Enabling this option provides users with an Investigation tab that can be used at any time to add investigation notes. When ARIA is enabled, automated investigation results are also displayed here.
Additional configuration options:
- Preset investigation topics and investigation results
- Define whether preset topics are automatically included or optionally added by users
In addition to user input, the system will also record automated investigation results here, such as those found during Initial Interaction and the results of any chargeback rights evaluations.
Resolution Overview
QFD version 23.05 includes a new view for investigators that provides details about each resolved dispute and the details of it's resolution. Additionally, an Investigation Overview Report has been added so that managers can quickly retrieve these details for all resolved disputes.
Required Investigation
This option includes all of the features available with Anytime Investigation, but also generates an assignment that prompts users to complete an investigation. If the assignment is not completed, the assignment is removed upon claim resolution but can be completed from the overview at any time.  Note: The system skips investigation on auto paid claims regardless if recovery is being pursued.Â
Additional configuration options:
- Define how many topics must be addressed to be considered complete
- Define which topics must be addressed to be considered complete
Enable Investigation
To enable Investigation features, see the Investigation tab in Client Settings.