Automated Flows

Overview

QFD differentiates itself as a fraud and dispute management software application through a wealth of automated flows, from instant PC issuance to effortless retrieval of Arbitration decisions. Here are some of our key automated flows designed to elevate efficiency and streamline operations.

Account Maintenance

QFD uses provided data, such as status codes, to perform automated account maintenance tasks. These tasks include blocking and reissuing the card on fraud claims and credit bureau reporting for credit cards. Required information will be gathered as a part of Onboarding. This workflow is standard for the QFD software but can customized where needed.

Responsibilities

Quavo Responsibilities	Work with client to understand available account maintenance tasks available for automation (such as block and reissue of cards) For supported systems, provide requirements for automated maintenance actions (for example, which status codes to use for blocking a card) Develop/enable integration and work with client around refinements to supported operations
Client Responsibilities	Provide criteria for each account maintenance action to be completed within one month of phase kickoff Provide access to required APIs and systems to perform maintenance actions Support Quavo with integration efforts in a non-dedicated fashion, providing necessary information for refinements, operations and parameters
Third Party Responsibilities	If applicable - Provide access to required APIs and systems to perform maintenance actions

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Accounting

Quavo gains access to necessary APIs, file drops, etc. to enable QFD to perform accounting adjustments. When an action is completed on a claim that requires a monetary adjustment (write-off, provisional credit, etc.), QFD will execute the accounting call without the need for manual intervention. This workflow is standard for the QFD software but can be customized where needed.

Responsibilities

Quavo Responsibilities	Work with client to complete accounting plan Implement completed accounting plan in QFD
Client Responsibilities	Deliver completed accounting plan to Quavo within one month of phase kickoff Provide Quavo with access to necessary APIs, file drops, etc. to perform accounting adjustments within six weeks of phase kickoff
Third Party Responsibilities	If applicable - Provide Quavo with access to necessary APIs, file drops, etc. to perform accounting adjustments

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Authorization Matching

Allows accountholders to dispute temporary authorizations on fraud claims. This eliminates the need for accountholders to call back once authorization has posted and thus increases accountholder satisfaction.

Quavo Responsibilities	Immediately enable authorization dispute capability upon phase kickoff. Work with client resources to understand data availability and matching algorithm procedure. Development of matching algorithm in client QFD implementation.
Client Responsibilities	Provide production data samples suitable for development of authorization matching algorithm within two weeks of phase kickoff.

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Email

Accountholders will receive outbound correspondence via email. They can respond directly to emails and all communication, inbound and outbound, occurs directly on the case. This replaces paper mail, significantly reducing cost and improving accountholder satisfaction. If email is used today, often it is a completely separate process with shared mailboxes, lots of attachments back and forth and poor integration (if any) with the dispute system of record.

Responsibilities

Quavo Responsibilities	Set up inbound and outbound email server accounts for the client immediately upon phase kickoff.
Client Responsibilities	Provide any restrictions related to sending email to accountholders (example: an opt in procedure or poor data in the system of record, etc..) during phase kickoff session. Provide requirements for which roles can modify case email addresses during case creation: External User (accountholder), Intake User (front line), Fulfillment User (back office) during phase kickoff session.

Fee Matching

Matches a fee with a disputed transaction and processes fee accounting. For applicable fees, this feature will remove the need for a manual review of fees.

Responsibilities

Quavo Responsibilities	Work with client to refine and understand automated fee identification process. Implement automatic fee association logic based on requirements provided by client.
Client Responsibilities	Provide a way to identify automated fee refunds within two weeks of phase kickoff session based on data present in core integration transaction response.

Letters

All paper mail correspondence is sent through Quavo's preconfigured print vendor. This feature eliminates the cost to print, stuff, mark, and mail outbound paper communication. All outbound mail is individually tracked to USPS. If mail cannot be delivered, an assignment is created in QFD to deliver it through another method. This replaces manual printing and mailing of outbound communication.

Responsibilities

Quavo Responsibilities

Set up postal mail channel and test letter system in test environment, live capability in production environment immediately upon phase kickoff.

Client Responsibilities

Provide any restrictions related to sending email to accountholders (example: an opt in procedure or poor data in the system of record, etc..) during kickoff session.
Provide requirements for which roles can modify case email addresses during case creation: External User (accountholder), Intake User (front line), Fulfillment User (back office) during kickoff session.
Provide response address details for undeliverable or response letters within one week of kickoff session.

Merchant Refund

Matches a merchant refund with a disputed transaction, resolves the dispute, generates correspondence, and processes necessary accounting without human intervention. This feature eliminates the need for manual merchant refund review. Today, prior to almost any work, agents must check manually for merchant credits. Enabling this addon causes the system to automatically match and resolve cases if merchant credits are present.

Responsibilities

Quavo Responsibilities	Make automatic merchant credit matching available immediately for supported scenarios. Review and refine initial merchant credit matching algorithm with client and make necessary adjustments to client configuration.
Client Responsibilities	If adjustments are necessary to initial merchant credit matching algorithm, provide details to Quavo within two weeks of phase kickoff session.