Automate your dispute process with QFD. See how much you could save with a free ROI consultation.

Whether you are a financial institution or a servicer, dealing with payment disputes is a costly and time-consuming task.  And with the variety of new payment schemes coming online, this issue is only going to grow and become more complicated.  Disputes is a compulsory activity – it needs to be done and it needs to be efficient and it needs to be compliant.

At Quavo we are experts at the business of disputes and the automation of disputes (our product is called QFD).  We have lived fraud and non-fraud with debit cards, credit cards, ATMs, ACHs and wires, and have spent way too much time with Visa, MC and AMEX  – primarily on the Issuer side but some on the Acquirer.  We have implemented the “art of the possible”, have seen the results, and lived the mistakes.  We believe our experience can be applied to improve both your situation and the industries.

However, the start of this journey needs to be fully vetted in a rigorous analysis of your data to produce a realistic ROI.  Please fill in the form below and we will provide you with a full analysis of your situation.  If you are not into the details, please feel free to contact our ROI experts and we will set up an interactive session and work through this together.

Key concepts and required data

Dispute volume

For our model, we are going to need data on how many transactions are disputed per year, and projected growth. In reality, it is much more efficient to work at the claim level.  The claim is the unit of work actually performed, and may contain one or more disputed transactions.  QFD works at the claim level.

Dispute initiation

Disputes are normally initiated through three channels – the call center, the branch network, or with self service (Internet/mobile).  Driving initiation toward self service channels can be very cost effective, if done properly.  Data on how many disputes are originated from each source, the average time it takes each associate at both the call center and at the branch, as well as your strategy to change the channel mix going forward will be required.

Dispute Clarification and Call Backs

Call backs are often needed to clarify data or gather additional information.  How many callbacks are performed by your organization, and what is the average time per call back?

Staffing

An efficient system can eliminate manual work, increasing both efficiency and job satisfaction.  Data required includes number of FTE’s dedicated to disputes, the average fully loaded cost per employee, and the average yearly salary increase.  An additional cost is commonly observed in highly manual operations where the growth in claims volume magnifies the growth in required manpower, so it is not 1 to 1.  Does this happen in your organization?

Loss Line and Deflections

Your loss line can be reduced by making your chargebacks stick through timely submissions (meeting SLA’s) and accuracy (successful chargebacks).  Upfront deflections with good questions, and use of merchant collaboration with Ethoca and Verify allow more savings. What is your loss line per year, and what is your minimum claim amount?  Do you currently use Ethoca or Verify?

Subjective Risks

Compliance, reputational risk and customer satisfaction are difficult to measure, but of primary importance as input to the ROI model.  We will need to risk rate each factor as High, Medium or Low.

 

ROI Calculator

  • General Information

  • Volume

  • Dispute Initiation Sources

  • Clarification and Call Backs

  • Staffing

  • Loss and Deflections

  • Other Risks

  • Submission Form

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