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.

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.

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ACH
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Alternate Networks
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RTP
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Visa
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Zelle

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: Account Takeover Fraudulent Application Missing Deposit (ACH & Wire)	Yes
Fulfillment Only Dispute Reasons	Enable/disable the following dispute reasons (available only to fulfillment users): Authorization Chargeback Credit Posted as Debit Debit Posted as Credit Late Presentment	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? Account Takeover Fraudulent Application Card Lost Card Stolen Card Not Received		Yes
Add Transactions (External)	Can intake users/external client users add transactions to existing claims? If enabled, the following parameters must be set: Number of days of available transaction history (Credit) Start date of transaction history (Credit) Number of days available transaction history (Debit) Start date of transaction history (Debit)		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	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	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	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...

One network will be designated by the client as “primary”.
Collaboration requests will not be set to subsequent networks unless one of the following occurs:

The merchant does not participate with the primary network.
The merchant responds via the primary network with no promise of a credit/cancellation.
No response is received via the primary network within 72 hours of request.

Yes

Correspondence

Setting	Description	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.

Disabling Regulatory Protection

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.

Setting Name	Description
Regulatory Date Configuration	Allows regulatory dates and times to be buffered so that protection actions execute X number of days/hours prior to the calculated deadline.
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.

Setting Name

Description

Regulation E Statement Required (Card Only)

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:

None
Fraud Card Claims
Non-Fraud Card Claims
All Card Claims

Investigation

Denial Configuration

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.

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

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:

Fraud
Non-Fraud
Always
ACH
ACH Fraud
ACH Non-Fraud
ATM
ATM-Fraud
ATM Non-Fraud
Balance Transfer
Convenience Check
Credit Card
Credit Card Fraud
Credit Card Non-Fraud
Debit Card
Debit Card Fraud
Debit Card Non-Fraud

Investigation

QFD includes various automated and human-supported investigation methods. Below is a list of settings available.

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

Enabled?

Use System of Record Data?

Auto Decisioning (Pay, Deny, None)

Hours results are available for review prior to being ignored

Yes

Write Off Configuration

The following settings allow customization of available write-off justifications.

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	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

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

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.

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

By default, QFD will not automatically pay or grant provisional credit for:

ATM Missing Deposit claims
Accounts opened in the last 60 days (if this information is made available to QFD)
Claims containing manual (user-entered) transactions
Claims containing an aged transaction (120 days or more old)

The following settings are available for customizing exclusion criteria.

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

If provisional credit was not automatically granted as as result of the Initial Interaction settings above, the following options apply.

Setting Name

Setting Description

Provisional Credit Review

When Provisional Credit is not automatically granted as as result of the Initial Interaction settings, do one of the following:

Require user review for all claims to determine if Provisional Credit should be issued
Require user review for regulatory-bound claims only to determine if Provisional Credit should be issued
Skip and proceed to Recovery

Post Reg E 10 Provisional Credit Review

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:

Proceed to Recovery
Remain in Provisional Credit Review to require user 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