DISPUTE RESOLUTION EXPERTS POWERED BY QFD®

Disputes handled for you, visible to you

Add dispute experts when volume calls for it, and keep every case in QFD®, which runs each dispute from first report to final recovery. Trained on 25M+ disputes a year, Quavo’s AI decisioning gives our experts the full picture before they touch a claim.

Experts take the work off your team. Fraud investigation, chargebacks, and Reg E and Reg Z casework, scoped to one function or the full back office.
Every claim stays visible. Pull up any case to see where it stands, who worked it, and what they decided. No waiting on a vendor summary.
Your policies, enforced on every case. Credit timing, denial standards, and escalations follow your rules, with every action logged.

Claim 2026-08814

Card-not-present fraud – $1,240.00

In Recovery

WHERE IT STANDS

Intake

Decision

Recovery

Resolution

WHO WORKED IT

M. Reyes

DRE specialist

Picked up with evidence assembled and the claim scored by QFD.

WHAT THEY DECIDED

Provisional credit issued, day 3
Chargeback filed, reason 10.4
Letter sent to cardholder

Trusted by 650+ issuers and programs

WHAT MAKES DRE DIFFERENT

A team of experts that applies their knowledge to your policies & procedures

In most dispute operations a claim arrives and becomes one person’s job to move, chase, and remember. In Quavo’s QFD platform, the system holds the claim instead. Its AI assembles the evidence, scores the claim against how similar disputes resolved, applies the rules that govern that payment type, and tracks what is owed and when, so nothing stalls because nobody got to it. DRE specialists are the heaviest users of that platform, which is why the same person works a case faster here than they could anywhere else.

Every decision draws on the whole network

Your own history shows what happened at your institution. QFD’s AI shows how claims like this one resolved across hundreds of others, including which recoveries held, and your specialist starts from there.

Network mandates arrive as product updates

Intake is built backward from what the networks require to file and what an investigator needs to close. When the April and October mandates change what you have to ask, the change ships in the platform instead of becoming a project on your roadmap.

Your policy, enforced by  the platform

Set provisional credit timing, denial standards, and escalation thresholds to how your institution reads the regulation. We hold every case to your ideal approach.

QFD runs

The platform and system of record

DRE works

The specialists, inside QFD

You control

The rules every case follows

WHY TEAMS CALL US

Dispute operations break in
predictable places

Whether you run disputes in-house or already work with an outside provider, these are the situations we get called into. DRE takes the work on, learns your portfolio, and stays accountable for the cases it handles.

You're managing disputes in-house
or through a BPO

Either way, the exposure stays with you while fraud tactics and the rules keep changing. DRE takes on the work and the keeping-up, and because every case runs in QFD, you can open any of them yourself instead of waiting on a report.

Cases are aging faster than you
can close them

Overtime isn’t closing the gap, and Reg E deadlines are coming due. DRE takes the backlog so your team can stay on new claims, and QFD tracks every deadline until the queue is back under control.

Volume and capacity aren't matching up

Holiday fraud, a BIN attack, a merger, a portfolio conversion. Resignations and leaves that take the deep knowledge with them. DRE absorbs the swings without another hiring cycle or an onboarding delay, and scales back when things settle.

Recovery work isn't getting prioritized

Recovery is often the first thing to slip when a team is stretched. DRE takes on specific steps including representments and pre-arbitration, so you stop writing off money you are owed.

How it works

Expert judgment on the cases that need it,  all in one system of record

Quavo’s AI gathers the evidence and scores each claim, so our experts start every case with the full picture. They work it by your policies, in the same platform and audit trail your team relies on.

Your team takes the claim,
and the timers start on their own

Intake stays with your staff, your channels, and your first conversation with the accountholder. As soon as the claim is filed, QFD begins the regulatory timers for both Reg E and Reg Z claims. Automated actions run on the rules you configure, and nothing gets re-keyed into a vendor's system.

The evidence and the scores are attached before the case is assigned

Quavo's AI assembles the transaction detail and supporting evidence, then scores the claim on likely recapture, denial, chargeback win, and whether the recovery will hold. The recommendation and the reasoning behind it land on the case file.

Under your threshold the system acts, over it a specialist works the case

You set the thresholds. Clear calls are worked automatically on the recommended path. Everything else is routed alongside relevant scores and evidence to a DRE specialist who works the case inside your policies and documents the reasoning on the claim.

Every action logged, with the rule behind it

Cardholder correspondence goes out on time, the resolution posts, and each action is recorded with the rule that drove it. You review DRE's work the same way you review your own team's.

Deadlines are held by QFD, not by whoever is working the case

Every DRE case follows the regulatory and network requirements built into QFD, including Regulation E, Regulation Z, Nacha requirements, and card network rules. Timelines, correspondence, and documentation stay on track whether the work is automated or handled by a specialist, and every action is timestamped for examiners.

BENEFITS

Less exposure, less cost, more recovery.

Compliance stops being  a side job

Reg E and Reg Z timing, required letters, and each network mandate update are part of the service. Every action is logged with the rule behind it, so an exam request becomes a report you pull yourself.

More of the disputed dollars come back

DRE works every recovery path in order: merchant resolution, then chargeback, then representment, with a documented denial when a claim does not hold up. QFD tracks each step, so none get skipped.

Every claim gets worked the same way

Branch, call center, app, or API, every claim arrives with the same questions answered. From there it follows your policies and the network rules, whether automation closes it or a DRE expert works it.

The DRE team is quick to respond, and they are always open to suggestions or making changes to fit how we want to handle our members’ disputes.”

Trina Becker

Manager of Fraud & Disputes at Veridian Credit Union

Recapture rate

0 %

Recovery attempts won

0 %

FREQUENTLY ASKED QUESTIONS

Everything you need to know about DRE

How is DRE different from a BPO?

With a BPO, the work leaves your systems and comes back as a report. With DRE, every case stays in QFD as an end-to-end system of record where you can see who worked it and what they decided. Our experts apply your policies to every call and QFD logs the rule behind each one, so the outcome stays yours to own and defend.

What work does the DRE team handle?

DRE specialists handle case work before and after the chargeback, including provisional credit issuance, the first investigation, representments, pre-arbitration filings, and arbitration escalations. A small amount of work stays with you, mainly manual accounting adjustments, accountholder inquiries, and exception tasks that require your internal systems.

Do we need to be a QFD customer first?

No. DRE works whether or not you run QFD today. Existing customers keep their instance, workflows, and case history, and their specialists work inside it. If you’re new to Quavo, the platform is part of how the service is delivered, so there is nothing for your team to implement before the work starts.

Does DRE handle claim intake?

Intake stays with your team, your channels, and your first conversation with the customer.

What data and reporting do we get?

Everything DRE does is documented on the case in QFD. You get dashboards, the reporting browser, data warehouse access, and business event streaming, plus recurring business reviews with DRE team leads covering casework quality, volume health, and recovery opportunities.

How flexible is the scope?

DRE scales up and down with your needs, across card, ATM, ACH, and non-card disputes, with expertise across Visa and Mastercard and deep Reg E and Reg Z knowledge. Take on a seasonal spike, a single recovery step, a full back-office handoff, or anything in between.

See what DRE would take off your team's plate

Share your volume, your backlog, and the functions you want covered. We will show you what DRE would handle and what stays with your team.