Unauthorized ACH claim (WSUD)
How do we take a consumer's unauthorized ACH debit claim, get the written statement signed, and file the return inside the Nacha 60-day window?
Make the claim a process that ends in a filed return. Callvu identifies the consumer, prefills the debits in question, takes the written statement of unauthorized debit on the consumer's phone, checks the settlement date against the 60-day window, files the return under the right reason code, credits the account, and runs the Reg E error resolution clock from the notice on the same case.
In scopeSimpleCallvu moves: chase and verify, classify, write back
Last updated November 7, 2026.
The problem today
The consumer signs the statement on day 58, and the return goes out on day 62.
A customer sees a debit they did not authorize. The agent explains that a written statement is needed, mails a form, and opens a ticket when it comes back. The Nacha rules allow the return of an unauthorized consumer debit within 60 calendar days of settlement; a return after that is dishonored, and the bank eats the loss or disputes it with the ODFI outside the rules.
At the same time the customer's report is a Reg E notice of error, with its own clock running from the call. Two clocks, one claim, and a paper form in the middle.
A revoked authorization (the customer told the merchant to stop) is a different return code from a never-authorized debit, and getting the code wrong is a dishonored return.
How it runs
From the requestto the system of record.
A consumer reports an unauthorized or revoked ACH debit in any channel. Callvu identifies the consumer, records the notice time, and opens the claim with the debit.
- Customer
- Picks the debits, states whether the authorization never existed or was revoked, and signs the written statement on their phone.
- ACH operations
- Files the return from the case and sees every claim with its window.
- Callvu
- Prefills, chases the statement, checks the window, classifies the code, files, credits, and runs the Reg E clock.
Prefill and classify
The debits are picked from the account's activity with their settlement dates and originators. The claim is classified: never authorized (R10), authorization revoked (R07), or an amount or date different from the authorization (R11), which sets the return code and the statement's content.
Chase and verify the written statement
The written statement of unauthorized debit, prefilled with the entries, is signed on a process-controlled screen. The settlement date of each entry is checked against the 60-day window and the days left are shown.
File the return and credit
The return is filed through the ACH system under the code inside the window, the account is credited, and the entries are recorded with the statement attached. A debit outside the window is explained to the customer and routed to ACH operations in the Decision Desk for the alternatives the policy offers.
Write back and run Reg E
The claim, the statement, the return and the credit are written to the core and the ACH system, and the Reg E error resolution clock runs from the notice time, with provisional credit and the result notice handled on the same case.
Where it ends: The return was filed inside the 60-day window under the right code, the account was credited, the statement is on file, and the Reg E clock from the notice is kept on the same case. The Decision Trace shows the code and the window check; the Audit Trace shows every step.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel. The written statement is signed on the consumer's phone from a link, minutes after the report.
The back office
ACH operations files from the case and reviews only out-of-window entries. Nothing waits for a mailed form.
The Decision Desk
- An entry outside the 60-day window goes to ACH operations in the Decision Desk with the alternatives the policy offers and only those outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
Does the customer have to mail the statement?
No. It is prefilled and signed on their phone, and retained with the claim for the ODFI.
What if the debit is older than 60 days?
The return cannot be filed under the consumer unauthorized rules. The customer is told, and the case goes to ACH operations for the alternatives the policy offers, while the Reg E claim continues on its own clock.
What code is used?
The one the classification sets: never authorized, revoked, or not in accordance with the authorization. The wrong code is a dishonored return.
Related processes
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