ACH Questionnaire
Intake
The response to the question "Is the issue you are reporting related to a transaction made with your card?" changes the intake questionnaire flow.
Yes will follow the card dispute path.
No will follow the non-card dispute path.
| Which of the following would you like to report? | Claim Reason |
|---|---|
| I did not authorize a debit or credit to my account. | Unauthorized |
| I previously authorized a debit to my account, but since revoked the authorization. | Revoked |
I authorized a transaction, but it is incorrect.
| |
| I authorized a transaction, but it is missing. | Missing Deposit |
I authorized this purchase, but there is a problem and I need to dispute it. |
Select Transactions
On the Select Transactions screen, only relevant transactions will be displayed (non-card credits and debits). Only one transaction can be selected per ACH claim.
I did not authorize a debit or credit to my account.
Have you or any authorized signer on the account ever done business with any of these disputed merchants?
Yes
No
Is it possible that this is a planned, recurring transaction, such as a monthly or yearly subscription?
Yes - The claim reason will be updated from unauthorized to revoked.
No
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No
I previously authorized a debit to my account, but since revoked the authorization.
Was this a recurring transaction?
Yes
No
What date did you revoke authorization?
Calendar tool
How did you contact the merchant to revoke authorization?
There will be a prompt to process a stop payment request if enabled. This prompt will include instructions for processing the stop payment if enabled.
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No
I authorized a transaction, but it is incorrect.
My account was debited/credited before the date I authorized.
My account was debited/credited for an amount different from what I authorized.
My account was debited by a third party, but the third party failed to make the payment as instructed.
I was charged/credited more than once.
A debit/credit to my account that was previously returned was improperly reinitiated.
My check was improperly processed electronically.
Which of the following best describes the reason the check was improperly processed:
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No
I authorized this purchase, but there is a problem and I need to dispute it.
Is this dispute in regards to merchandise or services not received?
Yes
No
Is this dispute in regards to a scam?
Yes
Who initiated contact for this purchase?
No
Do you have any additional information to provide about this dispute?
Yes - A freeform box appears
No
Documentation Required
If verbal attestation is not enabled, users will see this screen. ACH disputes require the Written Statement of Unauthorized Debit. This form will be sent to the cardholder for their completion. The form can be downloaded, completed, then uploaded to QFD if the claim is taken in person.
Claim Summary Screen
The Claim Summary Screen presents the disputed transactions and the accountholder's email or address that will be used for written communication regarding their claim. This is the last point in the claim intake process where the case can be canceled.
Click the Cancel button to withdraw the claim. Click the Submit button to finalize the case.
Verbal attestation can be enabled so that the WSUD requirement is satisfied with a verbal disclosure.
No verbal attestation
Verbal attestation - Yes
Verbal attestation - No
Confirmation Screen
The Confirmation Screen is the final screen in the claim intake process. The confirmation ID is the claim ID, which should be provided to the accountholder.
WSUD requirement satisfied
WSUD requirement not satisfied
