Configuration
- Devan Robertson
- Kristafanie Somers
- David Chmielewski
QFD includes support for many different transaction types, as well as numerous configuration options to help align with the way you do business. Here you'll find everything you need to know about what is supported in QFD and how you can customize the behavior of the application for your organization.
- Configuration#Supported Transactions
- Configuration#Configuration Model
- Configuration#Configuration Methods
- Configuration#Configuration Options
- Sample Configuration Files
Supported Transactions
To learn more about the different types of transactions that QFD supports, as well as the configuration options available for specific transaction types, select from the list below.
Configuration Model
Each Tenant has a large number of configuration options available to them. In addition, QFD is a multi-Client system. This means that a Tenant can have multiple Client configurations for applying different options in a way that best suits their business. Some examples of this are:
- An enterprise bank with multiple brands (such as a consumer prepaid or private wealth offering)
- A card servicer with multiple Clients of their own (such as a fully managed credit card offering to a bank)
- A processor with multiple consumers, each issuing cards, having their own needs for how disputes are managed - but there is still one back office
In addition, there are a multitude of settings available. As much as possible, these are managed at a Client level. It's important to note that a Tenant might simply have one Client only. This is the most common configuration.
Settings are made available for Tenants to configure in several different ways. The way settings are altered is primarily based upon how risky to change or difficult to understand the setting is. In some cases, settings may have direct dependencies on the underlying service layer, which will go through a development process to change.
Configuration Methods
Self Configuration
QFD includes a configuration portal, commonly referred to as "Config", which allows clients to customize application behavior and user experience. Configuration settings are typically broken down based on transaction type and/or the system/user process that is impacted. These settings can be viewed and changed directly by users with appropriate access.
Examples:
- Auto Pay/PC/additional monetary thresholds
- Client logos
- Notification email addresses
- Document requirements
- Regulatory settings
- Approvals
More details here. For any Clients not yet utilizing self configuration, all of these settings can be configured via the Quavo Configured path below.
Quavo Configured
These are settings that are maintained by Quavo staff and can be changed via support ticket. In many cases, changing these settings could have extensive compliance, financial or work management effects. These changes are considered development and will go through Quavo's change process, which includes testing, approval, etc.
Examples:
- Accounting plan/fee mapping
- Available transaction types
- Work queues
- Network/processor settings
- Authentication details
- International settings
Learn more below.
Quavo Development (Implementation Change)
Some settings are directly related to service integrations and changes to them require refinement, analysis, development, testing, etc. minor changes are usually included in your support agreement. Major changes (such as a core conversion, switching networks, etc..) may require a separate engagement.
Examples:
- Transaction type mapping
- Account status codes
- Communication channels
- Letter styling/content changes
- Adding a Client
- Certificate changes
Configuration Options
The following options are available for configuration. Items marked read only are viewable, but not modifiable. For read only items or any configuration changes not on this list, reach out to your Client Success representative. Some configuration changes require a support ticket, as marked.
Profile
| Group | Setting Name | Description | Read Only? |
|---|---|---|---|
| Basic Info | Client Label | ||
| Basic Info | Legal Name | This name field will be used in the closing of outbound correspondences. | Yes |
| Basic Info | Common Name | The Common Name field can be an alternate name used in outgoing correspondences. For Example, "Thank you for being a Quavo Member! Sincerely, Quavo Federal Credit Union" | Yes |
| Address | Attention | Used for return address on correspondence on claim statements. | Yes |
| Basic Info | Phone | Yes | |
| Basic Info | Fax | Yes | |
| Basic Info | Email Address | Yes | |
| Basic Info | URL Address | Yes | |
| Basic Info | Financial Institution Type | Yes | |
| Basic Info | Calendar | Yes | |
| Address | Address Section | Yes | |
| Logo | Logo |
Intake & Interaction
| Setting Name | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Dispute Reasons | Enable/disable the following dispute reasons:
| Yes | |
| Fulfillment Only Dispute Reasons | Enable/disable the following dispute reasons (available only to fulfillment users):
| Yes | |
| Claim Date Override | When enabled, intake users have the option to adjust the contact date to a previous date. This is typically used to support written claims. | Yes | |
| FCRA Override | Ask FCRA intake questions? | Yes | |
| Provisional Credit Override | Allow users to prevent any provisional credit automation from occurring. Can be applied to Fulfilment users, or Intake and Fulfillment. | ||
| Police Report | Ask for police report details during intake for the following claim reason?
| Yes | |
| Add Transactions (External) | Can intake users/external client users add transactions to existing claims? If enabled, the following parameters must be set:
| Yes | |
| Manual Transactions | Can intake users/external client users manually add transactions during intake? | Yes | |
| Card Issuance - Mailing Address | Confirm the mailing address for plastic delivery? | Yes | |
| Card Issuance - Branch | Allow the option of instant issue at a branch? (Card will be blocked, but not reissued.) | Yes | |
| Resolve Abandoned Timing | How long should an incomplete claim be available for resumption (up to 24 hours)? By default, 8 hours. | Yes | |
| Abandoned Case Workflow | Require review of all abandoned cases via the Abandoned Case Workflow? | Yes | |
| Collect Intake Channel | Require intake users to identify communication channel where the claim originated? | Yes | |
| Request Claim Details | Allow External Client Users to request additional details about the claim for audit purposes? This request must be fulfilled by a user. | Yes |
Back Office
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Pend Dispute Configuration | Specify default and maximum day values for pend reasons. | Yes | |
| Unworkable | Allow assignments to be marked as unworkable? | Yes | |
| Work Separation | Options for authorization claims, debit/credit, network and proprietary ATM, fraud/non-fraud Individual user routing for investigation assignment Workbasket suffixing for this Client Workbasket exclusions from suffixing | Yes | |
| 8 Digit BIN | Are 8 digit BINs supported? | Yes | |
| Merchant Credit Check (Post Resolution) | Should the system continue to monitor for merchant credits for up to 60 days after a claim is resolved? | Yes | |
| Audit Inquiry | Allow external client users to request claim details for audit purposes? | Yes | |
| Add Transactions | Allow fulfillment users to add transactions to existing claims? | Yes | |
| DRE Work Routing | Route work to Quavo. Requires DRE enrollment. | Yes |
Account Maintenance
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Credit Bureau Maintenance | Enable credit bureau report maintenance? | Yes |
Fees
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Rebill Fees | Reinstates fees if a dispute or claim is denied. | Yes | |
| Fee Configuration | Define the fee descriptions, search range (days before/after disputed transactions), trigger for automation or manual review. | Yes | |
| Overdraft Fee Review | Require a manual review for all overdraft fees identified by the system? | Yes |
Interest
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Interest Calculation Method | Calculate interest using Simple or Compound formula? | Yes | |
| Interest Day Convention | 365, 360 days | Yes | |
| Interest Maintenance Timing | Should Interest Maintenance be executed Immediately or post-Enrichment? | Yes | |
| Interest Refund Timing | Should Interest Refund Accounting be executed Immediately or during Final Processing? | Yes | |
| Dispute Status Maintenance | Enable Dispute Status Maintenance for adding and removing disputed amounts from dispute status. | Yes | |
| Dispute Status Maintenance Timing | Should the amount in dispute be removed after Final Processing or after Investigation? | Yes |
Recovery
The following options are available for customizing recovery rules.
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Defer Liability Processing | When enabled, a "Send to Process Liability" option is available in Review Recovery Response assignments where FULL liability is accepted. This option is in addition to the existing Deny and Write Off options. Coming in Version 24.01 | ||
| Recovery Minimum (Fraud) | Specify the minimum dispute amount for attempting recovery on fraud claims. | ||
| Recovery Minimum (Non-Fraud) | Specify the minimum dispute amount for attempting recovery on non-fraud claims. | ||
| Pin Preferring Chip Card (Deposit Account) Default | Specify whether debit cards are pin-preferring for use in recovery right evaluation. | ||
| Pin Preferring Chip Card (Credit Card) Default | Specify whether credit cards are pin-preferring for use in recovery right evaluation. | ||
| Issuer Country | Define the country of the card issuer for evaluating jurisdictional differences in recovery rules. | Yes | |
| Post-Resolve Merchant Credit Checks | When enabled, QFD will continue to look for matching merchant credits after a dispute has been resolved as paid. | Yes | |
| Recovery Currency | Settings for posted, settlement or local for AMEX, Visa and Default. | Yes | |
| Chargeback Review | Require review by a user for all potential chargebacks? This will prevent chargebacks from being automated. | Yes |
Collaboration
QFD supports collaboration with card merchants via Ethoca and Verifi networks. These integrations allow issuers to attempt recovery from the merchant before initiating a chargeback with the card association. Merchant collaboration currently only supports card transactions. For more details, see Collaboration.
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Merchant Collaboration - Ethoca | Enable merchant collaboration via the Ethoca network? Include pending transactions? | Yes | |
| Merchant Collaboration - Verifi | Enable merchant collaboration via the Verifi network? | Yes | |
| Merchant Collaboration Prioritization | Prioritize collaboration requests by Network? When enabled...
| Yes |
Correspondence
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Outbound Communication | When enabled, letters are generated automatically. | ||
| Email BCC | Specify a Blind Carbon Copy (BCC) recipient for all emails. | ||
| SOR Address Sync | Only allow the current System of Record (SOR) address to be used for correspondence? | Yes | |
| Email Auto-Reply | Automatically reply to incoming email messages. | Yes | |
| Routing Number | Specify the institution routing number to be used in the Forged Breach Disclaimer. (Only applicable to Check claims) | Yes |
Regulatory
Regulatory Coverage
Not all claims are protected by U.S. regulations. For details about which claims are, or aren't, covered, see Regulatory Claim SLA. By default, all claims have regulatory protection enabled by QFD. This ensures compliance with regulations for claims that are protected, and a consistent experience for claims that are not. However, not all institutions prefer this approach. The following options are available to customize regulatory protection for non-covered claims.
The following options are available disabling regulatory protection actions.
| Option | Description |
|---|---|
| Disable Regulatory Protection for All Claims | Enabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for all claims. When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter. This setting should only be applied in rare scenarios where regulatory compliance is managed outside of QFD. |
Disable Regulatory Protection for Non-Covered Card Claims | Enabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for Card claims that are not protected by Reg E or Z. When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter. This applies only Card (debit, credit) claims. |
| Disable Regulatory Protection for Non-Covered, Non-Card Claims | Enabling this setting will prevent QFD from applying regulatory timeframes and executing regulatory protection actions in association with those timeframes for non-Card claims that are not protected by Reg E or Z. When applied, a generic SLA of 90 days will be applied and communicated to the claimant in the confirmation letter. This applies to ACH, Bill Pay, Check, RTP, Wire, and Zelle transaction types. |
| Prohibit Collection Action (Reg Z) | Enforce Regulation Z requirement to avoid collection action on the disputed amount? Effectively, this will issue provisional credit on Day 3 for any account where dispute status maintenance is not used and the account is enrolled in Automatic Payment (or Automatic Payment enrollment status is unknown). |
Regulatory Timing
Regulatory protection actions are executed based on calculated dates and times that adhere to the rules defined by the applicable regulatory agencies. In some instances, it may be necessary to adjust this calculation in order to accommodate internal processes that affect regulatory requirements, such as accounting and correspondence. For example, if all accounting is batched at a specific time each day, it may be necessary to "buffer" the regulatory date/time to ensure that credits are posted in accordance with applicable regulations. The following settings allow these calculations to be manipulated. Allows regulatory dates and times to be buffered so that protection actions execute X number of days/hours prior to the calculated deadline.Setting Name Description Regulatory Date Configuration Count Weekends/Holidays as Day 0? When enabled, if the claim is initiated on a weekend or holiday, that day is "Day 0" when calculating regulatory timeframes. Claim Date Override When enabled, intake users have the option to adjust the contact date to a previous date. This is typically used to support written claims. Statement Cycle Date Set statement cycle dates used for calculating Regulation Z dates based on BIN/cycle date pair.
Regulatory Documentation Requirements
Regulation E allows issuers to a written statement from the claimant before granting provisional credit. The following settings allow customization of these requirements. When enabled, provisional credit is not automatically granted on claims covered by Regulation E unless the written statement has been received. One of the following options may be applied:Setting Name Description Regulation E Statement Required (Card Only)
Investigation
The following settings allow customization of available deny reasons and justifications. These settings determine what correspondence is sent to the accountholder. For more information about the denial process, see Denied. When enabled, deny justifications can be configured to require users to select one, or more, specific justifications for a "No Error" deny decision. These justifications are fully configurable by transaction type and fraud/non-fraud and allow the user to provide additional context to the accountholder via the resolution letter. The following "applicable to" options are supported: QFD includes various automated and human-supported investigation methods. Below is a list of settings available. Enabled? Use System of Record Data? Auto Decisioning (Pay, Deny, None) Hours results are available for review prior to being ignored The following settings allow customization of available write-off justifications. Denial Configuration
Setting Name Description Read Only? Deny Reasons Lists available deny reasons and their applicability to Claim types. Some reasons can be disabled so that they are not available for use. Yes Denial Commentary Require commentary when a user denies one, or more, disputes? Yes Deny Justifications Investigation
Setting Description Read Only? Ticket Required? Investigation Type Required, Anytime, or Disabled. See Research. Yes Investigation Configuration Headers, number of required items to complete assignment. Yes ARIA Configuration Yes Write Off Configuration
Setting Name Description Read Only? Write Off Commentary When enabled, commentary is required when a user grants final credit on one, or more, disputes that have not been fully recovered. Yes Write Off Justifications When enabled, write-off justifications can be configured to require users to select one, or more, specific justifications when granting final credit on one, or more, disputes that have not been fully recovered.. These justifications are fully configurable and allow the user to provide additional context to support their decision. Yes
Accounting
| Setting | Description | Read Only? | Ticket Required? |
|---|---|---|---|
| Manual Accounting | Allow access to manual accounting? (Managers only.) | Yes | |
| Second Operations | Include second operations? | Yes | |
| Non-Suspense Resolution | Use non-suspense resolution? Additional options to reverse PC at resolution. | Yes | |
| Accounting Plan | Define all accounts and/or accounting codes to be used for Accounting. Allows for export and approval after configuration. | Yes |
Approvals
QFD provides the ability to enable approval thresholds for important decisions made by users. Thresholds can be established to trigger the approval requirement, where applicable. When enabled, and the claim or dispute meets the criteria for approval, an assignment is created to prompt manager review. For more information, see Approvals.Approval Settings
Setting Name Description Read Only? Write Off Approval Require approval if the amount of the dispute is greater than X dollars or the amount of the claim is greater than Y dollars Deny Approval Require approval if the amount to be denied is greater than X dollars or the amount of the claim is greater than Y dollars Deny Approval Exclusions Exclude specific denial reasons, such as Merchant Credit or Withdrawn, from requiring approval. Only applicable when Deny Approval is enabled. Provisional Credit Approval Require approval if the amount of the claim is greater than X dollars. Letter Approval Require approval for specific letters.
Decision Automation
QFD provides a comprehensive set of configuration options for automating decisions that reduce overhead and improve resolution times. Initial Interaction options are available for applying automation to a claim at the time of initial contact with the accountholder. This includes settings for automatic issue of provisional credit, as well as automatically issuing final credit. These settings can be customized, based on transaction type. AutoPay can be enabled to automatically pay a claim during the initial interaction with the accountholder. This feature allows you to establish a dollar threshold for claims that should be automatically granted provisional or final credit. When the amount of the claim is below the defined threshold, and does not meet any specific exclusion criteria, a credit is issued and communicated to the accountholder immediately. This frees up users to spend more time on claims with higher loss potential and improves the customer experiencing by streamlining the process and providing a quick resolution to their issue. By default, QFD will not automatically pay or grant provisional credit for: The following settings are available for customizing exclusion criteria. If provisional credit was not automatically granted as as result of the Initial Interaction settings above, the following options apply. When Provisional Credit is not automatically granted as as result of the Initial Interaction settings, do one of the following: When the deadline to grant provisional credit on a claim covered by Regulation E has expired and provisional credit is automatically issued by the system, do one of the following:Initial Interaction
AutoPay
Setting Name Setting Description Advanced Options AutoPay Threshold Upon submission, automatically pay claims that are less than or equal to X dollars AND all disputed transactions are less than X dollars. Split thresholds for fraud and non-fraud. Auto-PC Threshold Upon submission, automatically grant provisional credit to claims that are less than or equal to X dollars. Split thresholds for fraud and non-fraud. Auto-PC Non-Regulatory Grant provisional credit on non-regulatory disputes? Exclusions
Setting Name Options Potential Claim Abuse X claims have been filed in the last X days. Pend these items for Fraud Review instead of Provisional Credit Review? Suspicious Velocity More than X claims opened within 24 hours. Previous Denial One, or more, disputes on the current or another claim by the same customer/member was previously denied. New Account A new account has been opened with the same customer/member within X days of the contact date. Early Transactions A disputed transaction occurred within X days of the account opening. Documents Required One or more disputes require documentation. Non-Protected Claims AutoPay Exclude Non Reg protected claims from AutoPay and Auto-PC automation? This includes claims that are not protected by regulation, based on Regulatory Settings. Account Takeover Exclude Account Takeover (ATO) claims from AutoPay and Auto-PC automation? Proprietary ATM Exclude Proprietary ATM claims from AutoPay and Auto-PC automation? Provisional Credit
Setting Name Setting Description Provisional Credit Review Post Reg E 10 Provisional Credit Review
Sample Configuration Files
The following files include default settings for all the configuration options available. These represent common settings as seen across numerous implementations and do not reflect any specific institution. These may be used to guide conversations about the available settings and collect configuration requirements for QFD.
QFD Configuration - Bank Default.xlsx
QFD Configuration - Credit Union Default.xlsx
QFD Configuration - High Risk Default.xlsx