The system is pre-configured to request documents from the claimant in certain scenarios defined below. When the conditions for a document requirement are met, the following page will be displayed before the Summary page, during intake. If the documentation is available, it can be attached to the case directly on this page. If the requested document is not attached, a request will be included in the confirmation disclosure and the confirmation letter that is generated when the claim is submitted.
Selected Transaction Overview
The Selected Transaction Overview is availabl for reference, from the Gather Details and Gather Documents screens in intake. By default, the list of disputed transactions is collapsed, as shown below.
When expanded, all disputed transactions are displayed, as well as the total dollar amount of all transactions.
Document Requirements
Visa
The following documents are required by Visa for chargeback processing.
Dispute Category | Claim Reason | Required Document | Additional Criteria |
|---|---|---|---|
Fraud | Fraud Application | Statement of Fraud Application | Claim Reason = Fraud Application |
Processing Error | Paid by Other Means | Proof of Payment | Required when the other form of payment is not a card issued by the same issuer as the transaction being disputed. |
| Processing Error | Incorrect | Document detailing the correct transaction amount | "I was charged the wrong amount" must be selected |
Consumer Dispute | Merchandise/Services Not Received | Statement of Dispute | 3 or more Merchandise/Services Not Received disputes on same account, at same merchant, within a 30-day period |
Consumer Dispute | Credit Not Processed | Copy of Credit Transaction Receipt or Voided Transaction Receipt | A Credit Transaction Receipt or Voided Transaction Receipt was issued. |
Consumer Dispute | ATM Withdrawal | Statement of Dispute | 3 or more ATM disputes on same account, at same ATM, within a 30-day period (does not apply to proprietary ATM transactions) |
ACH
For unauthorized ACH disputes, a Written Statement of Unauthorized Debit (WSUD) is required for each disputed originator. QFD will generate one WSUD for each originator, based on the originator/merchant information provided by the system of record. In lieu of requiring a Written Form of Unauthorized Debit, when a claimant is fully verified via a supported intake channel, a verbal attestation can be used to satisfy the document required. This optional "Signer Disclosure" setting can be enabled via Client Settings. When enable, the following attestation is displayed to internal users on the Summary screen: The option to enable the Verbal Attestation is only available when the Intake Source Channel question is enabled. This setting will require the intake user to select from the following options to specify the source of the claim:Written Statement of Unauthorized Debit
ACH Verbal Attestation
ACH Self-service
When verbal attestation is enabled, the accountholder will see the following:
When "No" is selected:
Optional Document Requirement Configurations
To enable or disable all document requirements, see Document Requirements Pre-Conditions.
To establish if, and how long, provisional credit should be delayed while waiting for documents, see Pend for Customer Response.
To extend core document requirements by adding new conditions to enable/disable specific requirements, update DetermineRequiredDocsExtension.
To use softer "requested" verbiage instead of "required", set AreDocsRequired to false.