FAQ

Frequently Asked Questions About QFD

General

QFD™ automates dispute processing workflows for financial institutions and integrates with their core systems and channels, allowing account holders to report a dispute through a self-service portal, call center, or branch on a seamless and user-friendly platform.  

ARIA™ is our AI solution that automates the reasonable investigation process and presents AutoPay, AutoDeny, and refer decisions in real-time to your account holders and agents on every channel. ARIA is the industry’s only AI who performs the investigation, like a human would, and collects the data required by law to complete the investigation.

Call Center, Branch, Online Banking and Mobile are all supported for both intake and status updates.

Credit Card, Debit Card, ATM, ACH, Checks, Wires, P2P, HSA

Visa, MasterCard, and more.

On-premise can be made available upon request, but comes with incremental costs.

After installing QFD our clients will see happier account holders, reduced expenses, elimination of regulatory errors, and higher recovery rates. Read about First Tech’s Success Story to learn more. 

Yes. Quavo’s fraud and dispute experts analyze pages of bi-annual association mandates and then work with our developers to automatically update Quavo’s software accordingly. Updates are provided to clients every April and October in accordance with any changes to network rules, significantly streamlining the fraud management process.

Features & Functions

Our fraud and dispute software‘s questionnaires are tailored specifically to achieve the following outcomes: reduced call backs from the account holder, regulatory compliance, network compliance and optimal recovery success. No customization is required to achieve these outcomes. However, the product team is always open to feedback on how to make these questionnaires better for both you and your account holders/members.

Yes, multiple transactions can be selected and worked together as part of the same case.

Transactions can be added to a claim manually at any point in the life-cycle of a case up to resolution of that case. 

Yes, temporary authorizations can be added to a case. They will automatically be matched off with their corresponding settled transaction in the back office as part of our proprietary matching algorithm.

Transactions can be removed from a case at any point in time.

Customer contact information (address, email, phone) can be updated on for a case at any point in time.

Disclosures and the “What Happens Next” sections of the solution come with Out of the Box settings, but can be customized to meet your needs.

Account holder correspondence comes with the base implementation of QFD’s settings, but can be customized to meet your needs.

Yes, suspect information can be collected at any point in the life-cycle of the case.

Yes, police report information can be collected at any point in the life-cycle of the case.

Yes, notes can be added to a case at any point in time.

All system and user actions are recorded for audit purposes at both the transaction and case level.

Account holders can both create a new case and check status of a case through online and mobile banking. QFD significantly improves customer experience.

Cases can be withdrawn by a Customer in self-service, a Call Center agent or a Back Office agent.

Documentation can be uploaded to a case by a Customer in self-service, a Call Center agent or a back office agent. 

There are 2 distinct types of Automation in QFD. 

The first type, automated decisions, are available for the following decision points: automatic pay, provisional credits, authorization to posted transaction matching, sales draft requests, fraud reporting, fee identification, Chargeback reason code determination, general ledger determination, automatic representative ment acceptance.

The second type, automated functions, are available for the following actions: block and reissue card, fraud reporting, accounting, letter sending (mail, email, secured messaging), chargebacks, representments 

For full automation the following integration points are required: Customer information, account information, transaction details, network integration, block and reissue, accounting, email, mail, document storage.

Yes, cases can be reclassified at any point up to the chargeback process.

A number of executive and productivity reports are available Out of the Box and additional reports can be customized for you.

Yes, data can be extracted and shipped to outside data repositories.

Implementations

Quavo strongly recommends a phased approach. Typically we suggest implementing agent facing intake with a largely manual back office process as Phase 1 allowing you to become accustomed to the workflow and immediately solve any SLA issues. From there we add in functions that solve typical pain points beginning with intake in digital channels, network integration and work through back office automation until all features you have requested are successfully part of your solution.

Depending on the scope of automation and availability of integration services required implementations can take from 4-6 weeks up to several months.

For more information on our Change Management process please contact us.