QFD 24.01
- Hannah Richardson
- Kristafanie Somers
About the Release
Welcome to QFD Version 24.01!
This version introduces many exciting features designed to make QFD more efficient.
Additionally, customize the look and feel of QFD with new style configuration points! Reach out to your Customer Success Manager to get started!
Table of Contents
Self Configuration
Users will have the power to own and configure QFD settings in the Configuration App!
Gone are the days of waiting through a sprint cycle to see a simple setting change. Users will have the ability to make changes directly in their staging environment, test the change, and promote the change to production.
Within this application, users will have the ability to:
Manage existing client ID settings
Create new client IDs from templates or from scratch
Create standard templates for similar client info rules
Navigate comfortably through categories of settings
Update and commit changes to client settings
Promote configurations to production
There are many more settings and capabilities to explore. Check out Configuration Portal demo below and talk to your Customer Success Manager to get started!
Write-Off Justifications
Enable Write-Off Justifications to require users to enter a specified number of justifications when performing a write-off.
Clients can configure which claim types require Write-off Justifications and can view a user's decisions on the Investigation tab in QFD.
When a user performs a write-off in any stage of the claim, a drop-down is presented to the user to justify the write-off:
The justifications are stored on the Investigation tab:
Talk to your Customer Success Manager to get started!
Back Office Reopen and Deny
In OFD Version 24.01, users can submit a reopen request using the Other Actions menu, and a Review Reopen Request assignment is generated.
This change prevents all disputes from being immediately reopened when the user plans to maintain the previous denial.
When requesting a reopen from the Other Actions menu users will be prompted to complete the Reopen Questionnaire, which contains new questions to determine if the Reopen Confirmation letter should be generated:
Once the request is submitted, a Review Re-Open Request assignment is immediately created. Users can approve or deny the request:
Enhanced Efficiency
In an effort to reduce unnecessary touches, several workflow efficiencies were added in QFD Version 24.01.
| Summary | What efficiencies do we gain? | Additional Comments |
|---|---|---|
| Disposition Case and Review Representment assignments post Recovery Date | When a Disposition Case or Review Representment assignment was created and not resolved before the recovery date expired, a job will run to resolve the assignment and push the dispute to Process Liability. | Prior to this enhancement, users were required to work the assignment even though there was only one available action. |
| Combined Disposition Case and Review Chargeback assignments | When recovery rights are indeterminate or a dependency has not been met users are only required to work one assignment prior to processing the chargeback. | Prior to this enhancement, users could have two assignments to determine recovery rights and then another to satisfy dependencies. |
| Automatically accept Representments and write-off disputes under threshold | Users can set a configurable threshold for when to systematically accept a chargeback response or representment and write off the dispute. | See your Customer Success Manager or configure this setting in the Configuration App! |
| Job-based Process Liability assignment cleanup | Users can enable a setting to automatically write-off disputes when a user granted provisional credit but the dispute did not go through recovery and no new information was provided. | See your Customer Success Manager or configure this setting in the Configuration App! |
| Automatically write-off Process Liability assignments under threshold | Users can enable a setting to systematically write-off disputes in Process Liability that are under a specified threshold. | See your Customer Success Manager or configure this setting in the Configuration App! |
| Past Final Regulatory & Final Recovery Date cleanup | When a case exceeds the final regulatory and final recovery deadline and Customer Final Processing has occurred on the case, a job will write-off the disputes. | Prior to this enhancement, cases that exceeded final regulatory and final recovery deadline could remain in the Process Liability queue until worked manually by a user. |
Correspondence/Compliance Updates
| Letter/Variable Name | Description of Change |
|---|---|
| Confirmation Letter | Added a configurable paragraph that can be added to the Confirmation letter between the transaction grid and What Happens Next |
| Misrouted Deposit Deny Letter | Updated language in the Misrouted Deposit Deny letter to provide more clarity around dispute resolution, as well as notification of finality. |
| "Opening-Resolved" Variable | Updated the "Opening-Resolved" variable of the Paid letter to remove reference to a completed investigation, due to this variable being used for auto-paid claims where an investigation was not completed. |
| Added a hyphen to all letters containing "above-referenced" to ensure grammatical accuracy. |
| Statement of Dispute Cover | Removed all references to the written notification being an "affidavit". |
Assignment Name Changes
Under Regulation E and Regulation Z, banks/credit unions are required to investigate and resolve disputes within a certain timeframe. To better display adherence to these timeframes the following assignment names have been changed:
| Previous Assignment | New Assignment Name |
|---|---|
| Provisional Credit Review | Initial Investigation |
| Process Liability | Final Investigation |
Initial Investigation
Review your Provisional Credit decision within this assignment located in the Investigation node. The available actions within these assignments remain the same.
Grant Provisional Credit
Grant Final Credit
Pend
Deny all
Configurable action - Continue without credit
Final Investigation
When preforming a Final Investigation, users will determine if the case will be written off or denied.
Work Routing Enhancements
QFD 24.01 delivers additional feature and performance enhancements to Assignment Groups work routing based on your feedback.
Work Segmentation
Additional work segmentation can be configured, allowing users to segment High/Low Dollar assignments or Regulatory/Non-Regulatory assignments for specific Assignment Groups:
When configured, assignments will be segmented in Initial Review and Final Investigation Assignment Groups.
Renamed Assignment Groups
Two Assignment Groups have been renamed to match the assignment name changes.
- The Provisional Credit Assignments has been renamed Initial Review Assignments.
- The Final Reg Assignments has been renamed Final Investigation Deadline Assignments.
Dashboard Enhancements
Improvements have been made to the Assignment Groups Dashboards.
The volume graph will show volumes in the order work will be pulled vs. just days 0 - 7:
Added the ability to filter the dashboard view by claim type, claim reason, account type, reg/non reg, high dollar, etc.:
Added detailed descriptions of assignment groups including how work is sorted:
Added sort and filter to column headers in “All Work” view:
Data Accessibility
Many data points and more advanced reports are available for extended analysis inside the QFD Data Warehouse. This data warehouse consumes business events for all Quavo clients and lives in Snowflake. As an alternative to consuming business events and constructing your own data warehouse, users can utilize the QFD Data Warehouse directly.
For more information check out our Data Availability and Reporting article.
Additional Enhancements
Select All Transactions
On multi-select transaction cases, users can now Select All transactions within the filter range:
Card Claim Reasons
Card intake dispute reasons verbiage has been updated to provide cleared descriptions and remove the mention of "fraud":
Rich Texts in Notes
QFD Version 24.01 is reintroducing Rich Text in notes.
AI Framework
Quavo is researching Generative AI and how it can be used in our product in the future. A framework to support Generative AI within QFD is included in this release. No Generative AI models are currently being used by QFD and no data is being sent or collected for Generative AI. Since this is currently an active area of research there are no specific enhancements or details to announce at this time.
Mobile Experience
Significant improvements have been made to the UI experience through Case Intake and the External Case Status Widget for users viewing QFD through a mobile device.
State List Dropdowns for APO |
Overview:Added missing Army Post Office (APO) addresses to state dropdowns. AE, AP, and AA are now available states. QPS-9979 - Add APO Dropdowns to State List |
Opening Resolved Variable |
Overview:Updated the opening paragraph of the Paid letter to remove reference to a "completed investigation", as this letter is also used when the Reg Resolution date is reached without an investigation completed. How it works:Prior to this change the Paid letter contained the Opening-Resolved verbiage which read as: "We have completed our investigation of the dispute received from you on <Contact Date> for the following transaction(s):" With QFD Version 24.01, the Paid letter opening paragraph will read as: "We have resolved the dispute received from you on <<Contact Date>> for the following transaction(s):” QPS-10212 and QPS-9577 - "Opening-Resolved" - Partial Revert QPS-9577 |
Reg E Provisional Credit and Final Credit Date |
Overview:Updated the verbiage related to Provisional/Final Credit in correspondence to include the date, rather than "within one business day". How it works:Claims covered by Regulation E will display the date provisional credit or final credit is granted. Claims not protected by Regulation W will not display a date of when credit will be issued: “We are issuing a credit to your account in the amount of <<Claim Amount>>.” QPS-9962 - Letter Verbiage - Reg E Prov / Final Credit Date |