Zelle Claims

A Zelle claim occurs when the accountholder disputes a Zelle transaction. QFD supports both Zelle credit and debit disputes. Provisional Credit is not issued for credit disputes.

1. Enrichment
   In the Process Enrichment Manually assignment, analysts will input the requested information into the required data fields.
   Zelle required data: Payee, Transaction Amount, Transaction Date
   Process Enrichment Manually
   
   
2. Investigation
   In the Initial Investigation assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Initial Investigation
   
   
3. Disposition (Disposition Case)
   In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Final Investigation assignment, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Disposition Case
   
   
4. Recovery
   In the Process Return assignment, analysts will process the return in their firm's system of choice.  If the analyst determines the return should not be processed, they can select Cancel Recovery from the Other Actions button or they can select Pend to pend the dispute for a variety of reasons. For more information on pending the claim, click here.

Disposition (Final Investigation)
Note: This assignment will present to analysts when recovery cannot be pursued due to an expired regulation resolution date.
In the Final Investigation assignment, analysts will determine if the claim should be paid or denied.
Final Investigation