Executive Corner
A Message from Joseph McLean,
Quavo CEO & Co-Founder
Hello Clients and Partners,
I’m thrilled to share that Quavo has secured a $300 million strategic growth investment from Spectrum Equity, an exciting milestone that marks the next chapter in our mission to redefine fraud and dispute management.
Spectrum’s collaborative, founder-friendly approach aligns with Quavo’s culture, ensuring we remain agile as we scale. They were selected for their proven track record of growing SaaS businesses and their hands-on support through a dedicated team of operating partners. Their deep understanding of our fraud niche and strong alignment with our vision made them the clear choice among several outstanding contenders.
Spectrum’s investment focus perfectly aligns with our growth strategy as we focus on Product R&D, Go-To-Market, and Client Success. Partnering with a firm that has scaled companies like Verafin excites me for both the impact we’ll deliver to our clients and the growth opportunities ahead for the Quavo team.
Together, we will accelerate our product roadmap, leveraging advanced AI to tackle rising fraud threats in 2025 and beyond. Clients will benefit from faster, more cost-effective solutions and stronger outcomes as we scale our AI & Operations model and key add-ons like Advanced Data, Advanced Abuse Check, and Advanced Deflection.
Some of the most exciting developments in progress include:
- Investigation AI to detect first-part fraud vs. true fraud
- Streamlined complex processes using LLMs for tasks like automated accountholder correspondence and representment documentation
- Enhanced call center intake powered by generative AI
These innovations will keep Quavo at the forefront of our industry, delivering unmatched efficiency and value to our clients.
We’re incredibly proud of Quavo’s growth—bolstered by recent market wins—and excited to partner with Spectrum Equity to shape the future of fraud and dispute management.
On behalf of the entire Quavo team, thank you for your continued trust and partnership.
Sincerely,
Joseph McLean
CEO & Co-Founder
QFD® Need-to-Knows
A Quick Guide to Disputable Card Transactions
Not sure which card transactions can be disputed? Here’s a quick rundown to help you navigate the options and take care of accountholders on the first call.
For fraud-related claims, accountholders can dispute: pending and posted debits, and posted credits.
For non-fraud issues, like billing errors or service disputes:
You can dispute posted debit transactions. For recurring transactions, you may also be able to dispute pending debits. If a posted credit is incorrect (e.g., wrong refund amount), that can also be disputable.
Chargeback Document Breakdown
QFD® has you covered when it comes to chargeback document requirements. Our workflows have Visa and Mastercard recovery rules built in, so from the moment intake begins, QFD® knows exactly what’s needed to support a chargeback filing.
Since requirements vary by card network, be sure to check out Visa’s and Mastercard’s guidelines. Here’s a quick guide to common claim types and their required documents:
Charged More Than Once / Paid by Other Means
- Bank statement showing payment to the merchant
- Canceled check
- Receipt showing cash was used
Incorrect Amount
- Receipt or invoice with the correct amount
- Final hotel or rental bill
- Merchant email confirming the correct price
Credit Not Received
- Credit voucher
- Receipt showing a refund was due
Tips and Best Practices
CFPB Insights: 3 Ways to Improve Dispute Resolution
Credit cardholders file more than 10,000 complaints each year with the CFPB related to dispute resolution, making it the second most common credit card complaint.
Even when a denial is necessary, it doesn’t have to feel like a dead end. Here are three ways to improve the experience and strengthen trust with cardholders, even when the outcome is not what they expected:
Many denials stem from missing documents or incomplete information. If emails aren’t getting responses, try calling or reaching out at different times of day. A simple change in communication strategy can make all the difference.
Disputes can get emotional. It’s easy to feel like the cardholder is upset with you, but more likely, they’re frustrated by the situation, not the person helping them. Approach each case with fresh eyes and patience. Empathy and professionalism go a long way in building trust.
Silence breeds frustration. Even if you don’t have a final decision yet, regular updates can reduce anxiety and boost satisfaction. Let cardholders know where their case stands and what to expect next. Transparency builds confidence even during tough conversations.
Attach More Than Just Documents
Did you know you can upload more than just PDFs to a case in QFD®? From audio recordings of phone calls to images of damaged goods, even video footage confirming an ATM charge, you have the flexibility to attach the files that matter most.
Here’s what you can upload to a claim:
JPG, PNG, PDF, MP3, MP4, GIF, Word, Excel, TIFF, WAV
These are accepted for the claim itself, but not all file types are eligible for the recovery process.
Uploaded media files will stay attached to the case for as long as they’re stored (up to 7 years). While rich media can’t be played directly in QFD®, you’ll be prompted to download the file so you can view or listen on your device.
File size reminder: Each file must be under 45 MB. (Files included in recovery packets may have a lower limit.)
KPI Corner
Welcome to the Quavo Community!
Upcoming Events
Make sure to follow the Quavo LinkedIn or check our events page to stay up to date on our upcoming events!
- JAM Fintop Summit – Sept 3-5
- Finovate Fall – Sept 8-10
- Jack Henry – Sept 8-11
- LoanPro Conference – Sept 17-19
- Operations & Member Experience Council and Technology Council Conference 2025 – Sept 28 – Oct 1
- Money 20/20 – October 26-29
Quavo in the News
Quavo Fraud & Disputes Named “Best Dispute Management & Resolution Solution” by Fintech Futures
Quavo accepted the “Best as-a-Service Solution – Dispute Management & Resolution” award for its QFD platform at the 2025 Banking Tech Awards USA, hosted by Fintech Futures. Read the full press release.
Trust in Banking Infographic
In April we published our Trust in Banking Consumer Study. Our latest infographic distills the findings into Six Critical Lessons for financial institutions, based on real customer experiences with fraud and the resolution journey.
Featuring: David Chmielewski
Quavo CPO & Co-Founder
From Conflict to Resolution: Navigating AI’s Role in Fraud Dispute Management
Banks that combine end-to-end automation, deploy strategic AI and retain customer focus can create a framework to build trust and loyalty through personalized, data-driven interactions, but you need a solid foundation. Read more in the latest article.
Featuring: David Chmielewski
Quavo CPO & Co-Founder
Humanity at Scale: AI’s Potential for Community-Based Financial Institutions
AI handles the mundane tasks like parsing through regulatory documents and extracting key details from emotional customer complaints, freeing up staff to focus on what matters most: listening, understanding, and solving problems with genuine care.
Featuring: Rex Richardson
Quavo Director of Client Processing
Four Ways Banks Can Turn Fraud Into a Loyalty Play
Fraud can damage trust and lead to customer churn, but it doesn’t have to. By combining proactive communication, elevated service standards, and smart automation, financial institutions can turn a negative experience into a loyalty-building moment. Read more in our Financial Brand content hub.
Featuring: David Chmielewski
Quavo CPO & Co-Founder
Modernizing Fraud Disputes with AI: Balancing Cost, Compliance and Customer Trust
As fraud and regulation evolve in tandem, banks and credit unions are under immense pressure to resolve disputes quickly, maintain accuracy, and stay compliant. Financial institutions are increasingly looking to AI to modernize their dispute processes, but the challenge is introducing technology that’s regulatory-first, purpose-built, and future-ready for today and tomorrow’s compliance environments. Read more in our Financial Brand content hub.
By: Ryan Sorrels
Quavo CRO
Loyalty’s Bottom Line: Balancing Customer Acquisition, Retention, and Fraud Resolution Costs
Fraud events are on the rise, but so is customer sensitivity to how institutions handle them. The dispute process—often seen as a back-office function—has become a direct driver of brand loyalty, retention, and customer lifetime value. In other words, it’s no longer just a service issue. It’s a strategic one.
Dishing on Disputes
This quarter, we launched the third episode of our lunch-and-learn series, Dishing on Disputes, featuring James Richie, VP of Payment Services at Rogue Credit Union.
In this session, we explored what it really takes to navigate a technology shift, overcome common pain points in dispute operations, and why the member and employee experience is key to building long-term trust.
Tune in for an insights-driven conversation and stay connected for future episodes!
Coming Soon
The 2025 State of Dispute Management
We partnered with Auriemma Roundtables to conduct in-depth research on the KPIs that matter most in dispute management. Together, we analyzed performance trends across banks, credit unions, fintechs, and payment processors, benchmarking against Auriemma’s industry averages and Quavo’s best-in-class results.
The 2025 State of Dispute Management Performance Report reveals the metrics shaping customer satisfaction, operational efficiency, financial performance, and recovery excellence. Backed by real-world data, it delivers actionable insights to help you exceed expectations, streamline operations, and build lasting cardholder trust through smarter, faster dispute resolutions.
Here's a sneak peek at our data on Recaptured Dispute Dollars
Recapture rate, the inverse of combined losses, offers a clear view of financial performance by revealing how much disputed money issuers avoid writing off. With compliance-driven investigations, multi-point automation, and continuous monitoring, QFD® empowers issuers to recover more and lose less.
See the full picture in the State of Dispute Management Performance Report, releasing July 29 at quavo.com.
Blogs
By: Katelyn Powell
Director, PMO
From Kickoff to Success: Why Communication & Consistency Matter MOst
By: Ben Anderson
Director, Solutions Consulting
Tech, Data, and Decision-Making: A Cautionary Tale from History
