Overview: 

Visa 23.1 Mandate changes introduced new intake questionnaires within the Cancelled Recurring questionnaire. Additional questions were added to determine the contact method with the merchant and if another form of payment was provided for the transaction. Please see the Questionnaire page for more details. 

How it works:

Please see the Questionnaire page for more details. 

Overview: 

Visa 23.1 Mandates introduced a new requirement when a credit associated transaction is identified but the user choses to not apply it to the dispute. The user is asked to give an explanation of why the presented credit did not apply and additionally provide the ARN and date of the transaction to which the identified credit was applied to.

How it works:

Overview: 

Visa 23.1 Mandate changes added a new Pre-Arbitration reason RE for acquirers. This new reason is utilized when the cardholder had a previous undisputed non-fraud transaction. 

How it works:

The Pre-Arbitration reason RE, or "Remedy - Prior Undisputed Non-Fraud Transactions", is an available reason for acquirers. 

Overview: 

Updated Non-DPS RTSI schema to 23.1 by comparing 23.1 with 22.2.

Overview: 

Mastercard 23.1 mandates introduces a new requirement for chargeback 4837.  After 4/14/2023 users do not have chargeback rights under reason code ‘No Cardholder Authorization-4837’ to dispute a merchant-initiated transaction (MIT) that the issuer or cardholder determines is related to a prior authenticated cardholder-initiated transaction (CIT) identified with Security Level Indicator (SLI) values of 211, 212, 215, 217, 221, 222, 225, 242.

How it works:

SLI value 241 & 245 are removed from chargeback validation for Fraud Chargeback 4837. If the SLI value cannot be determined by QFD the chargeback rights will be set to indeterminate.  

Overview: 

Updated the options for the question "I made this purchase, but there is a problem and I need to dispute it." to provide clarity.

How it works:

Prior to this change the option "I was charged or credited incorrectly". This change updates the verbiage to "I was charged the wrong amount or the charge posted incorrectly" so users could easily identify the Dispute Reason. 

Overview: 

Updated the ATM Withdrawal dispute questionnaire from "How much money did the ATM dispense?" to "How much money did you receive from the ATM"

Overview: 

Added the ability for users to check for merchant credit in the different flows after a merchant response. 

How it works:

Alt Network claims have the ability to check for merchant credits at the Review Chargeback Response.

Visa claims have the ability for users to check for merchant credits at Review Visa Dispute Response and Review Visa Inbound Pre Arb

Overview: 

When a user performs a merchant credit check from the Other ellipse's menu, the action was not being recorded in QFD's Completed Actions. 

How it works:

This update ensures that merchant credit checks performed through the Other ellipses menu are properly captured on the Completed Actions section and the action is recorded in the Completed Dispute Assignments report. 

Overview: 

Updated multi-clearing scenarios to route to users review and allow users to select multiple auth matches to a posted record. 

How it works:

If a transaction is multi-clearing and matches to a posted authorization it is routed to the user for review instead of auto-matching. Additionally, users can multi-select records or single select if nothing is treated as a multi-clearing.

Overview: 

Updated the landing/home page My Worklist section and removed the Status column.

Overview: 

Added additional "Applicable to" options for Deny Justifications.

How it works:

Users can now add specific Deny Justifications for ACH, ATM, Balance Checks, and Convenience Check claims.

Overview: 

Resolved an issue where Alt Network 2nd Chargeback Accounting was not configurable in QFD accounting plans.

How it works:

This fix ensures that users are able to configure Alt Network 2nd Chargeback and Alt Network 2nd Chargeback Reversal accounting within their Accounting Plan.

Overview: 

Resolved an issue where once a pending arbitration ruling hits the 30 day SLA the case was not resumed. 

How it works:

This fix ensures that when the pending arbitration ruling hits the 30 day deadline, the case is routed to Review No Arbitration Ruling Received. This assignment provides instructions to review Mastercom Claims Manager and verify pending arbitration ruling. Users will have a primary action of "Record Arbitration Ruling" with secondary actions "Still Pending" and "withdraw Case Filing".

Overview: 

Updated Abandoned claims so users have the ability to revie the information that was collected at intake. 

How it works:

Prior to this change users were unable to see the information selected during intake. This change allows uses to see the Dispute Reason and Claim and dispute Details that are available in the Claim Rollup

Overview: 

Added an extension to QFD to to ensure account numbers are masked when external users initiate a claim using Jack Henry service.

How it works:

This fix ensures that when an external user initiates a claim through a self-service the account numbers presented at the Account Selection screen are all properly masked:

Overview: 

Added the ability to dispute non-fraud ATM transactions through QFD.

How it works:

This fix ensures that a cardholder can dispute an ATM transaction.

Overview: 

Resolved an issue where when a user worked an approval assignment the assignment failed and was unable to be worked.

How it works:

This fix ensures that when a case was routed to denial or write off approval the approver is able to work the assignment expected. 

Overview: 

Resolved an issue where if a user requests a withdrawal and it could not be done due to another user having a lock on the claim the UI showed successful and did not display that the request was not successful due to the existing lock. 

How it works:

This fix ensures that if a user has a lock on the claim and another user attempts to request a withdrawal message is displayed indicating the request was not successful.

Overview: 

Resolved an issue where when a Mastercard claim received a representment response and it was accepted by the user and they chose to deny the claim for a deny reason Merchant Credit an error message was displayed "This credit has been applied to this dispute".

How it works:

This fix ensures that when a representment response was received and the user is selecting to fully accept the response and deny for merchant credit, the credits must be equal to or greater than the remaining recovery amount. If a user selects a credit less than the remaining recovery amount a message will display to the user to go back and partially accept the representment response with a merchant credit. Additionally, validation exists to ensure that if a credit is selected that is greater that or equal to the remixing recovery amount and the user attempts to select another credit a message will display "The dispute already ahs fully applied merchant credits.'

Overview: 

Resolved an issue where when a Mastercard Chargeback Reject assignment was worked it was not checking the chargeback deadline date. Prior to this fix, if the Chargeback Reject assignment was pended and worked at a later date and the chargeback deadline date had past, the chargeback would be rejected again instead of not going our due to past deadline date

How it works:

This fix ensures that when a chargeback reject assignment is worked the chargeback deadline date is verified. If it is past the date. the assignment is routed to process liability.  

Overview: 

Resolved an issue where when a dispute was withdrawn through the External Case Status widget, it was not recording the withdrawal reason notes or the time of the submission. Additionally when the Withdrawal request is worked by a back office user the Audit indicates that the withdrawal was received and the dispute decision is set to CustomerWithdrew. 

How it works:

This fix ensures that when a dispute is denied as Withdrawn the audit the date and the withdrawal reason of the request.

Overview: 

Resolved an issue where when a user declined a request to reopen a dispute and selects to not send a letter, a letter was still generated, requiring a user to cancel the letter.

How it works:

This fix ensures that if during a reopen request a user selects to not send a letter, the letter is not generated by QFD. 

Overview: 

Resolved an issue where when a Mastercard Chargeback Reject assignment was worked it was not checking the chargeback deadline date. Prior to this fix, if the Chargeback Reject assignment was pended and worked at a later date and the chargeback deadline date had past, the chargeback would be rejected again instead of not going our due to past deadline date

How it works:

This fix ensures that if a claim is submitted for both pending and posted transactions and the decision is to grant provisional credit on the posted transactions, the credit will post as expected. When the pending transactions post and do not meet the criteria for automatic provisional credit, the transaction will route to review. 

Overview: 

Resolved an issue where AFD transactions that occurred on a chip-read device there are no recovery rights under Dispute Condition 10.3 for US merchants.

How it works:

This fix ensures that a validation rule verifies that if the AFD transaction occurred at a US merchant with a chip-reading device chargeback rights for 10.3 are not met.

Overview: 

Resolved an issue when a user was pursuing Mastercard Reason Code 4853 the chargeback dependency "Cardholder Not Present - Recurring Transactions" was looking for a value of 5 to determine if chargeback rights exist.

How it works:

This fix ensures that if a value of 4 was received the dependency is satisfied. If a value of 0 is received the dependency will fail. If any other value is received the dependency will be set to indeterminate. 

Overview: 

Resolved an issue where Mexico Domestic chargeback DE37 was incorrectly mapping to DE 38. 

How it works:

This fix ensures that when processing the ATM domestic chargeback document, DE 37 is mapping properly.

Overview: 

Resolved an issue where inbound emails were not persisted or viewable to the user through the Responses node.

How it works:

This fix ensures that when an inbound email is received the correspondence item is persisted and viewable to the user through the Response Node.

Overview: 

Resolved an issue where if a representment was received but documents from the association were not attached in QFD users would see an empty attachment. This could occur when the association had a planned outage and QFD was unable to properly attach the documents when the representment was received.

How it works:

This fix ensures that if the retrieve documentation fails to properly attach the documentation to the dispute, the dispute will pend for 1 day and retry for up to 8 days.

Overview: 

Resolved an issue occurring in 8.6.X environments where the browser tab showed claim ID rather than the environment name.

Overview: 

Resolved an issue where the interaction App back button updated the URL but did not update the users page.

How it works:

This fix ensures that the back button works as designed within the Interaction App.