Card disputes and chargebacks

How do we take a card dispute from any channel, get the form signed, file the network chargeback and keep the regulatory deadline?

Run the dispute as one case from the first contact. Callvu identifies the cardholder, prefills the transaction, classifies the dispute (unauthorized, not received, defective, billing error, duplicate), sends the dispute form to the cardholder's phone for signature, collects the evidence the reason code needs, starts the Reg E or Reg Z clock from receipt, files the chargeback with the network under the right reason code and its time limit, routes the analyst's decision, and sends the result notice by the deadline.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide

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Last updated November 6, 2026.

The problem today

The dispute form is mailed, the chargeback window closes, and the Reg E clock was running the whole time.

Today, without Callvu

A cardholder calls about a charge they do not recognize. The agent takes notes, mails a dispute form, and opens a case when it comes back signed, two weeks later. By then the network's chargeback window for that reason code has narrowed, and the Reg E investigation clock, which started on the call, is half gone. Provisional credit is late or forgotten.

Two sets of rules run at once. Reg E (debit) and Reg Z (credit) set the bank's obligations to the cardholder: the investigation period, provisional credit, the result notice. The card network's rules set the bank's recovery: the reason code, the evidence it needs, and the days from the transaction to file. A case that treats them as one process wins both; a case that treats them as paperwork loses both.

Fraud is a third thread. A dispute that is really account takeover needs the card blocked and the credentials reset, which a form does not do.

How it runs

From the requestto the system of record.

A cardholder disputes a transaction in the app, on the web, on a call, in a branch, or through an AI agent. Callvu identifies the cardholder, records the time of the notice, and opens the case with the transaction.

Customer: Identifies the transaction, states the reason, signs the dispute form and provides evidence on their phone, and receives provisional credit and the result.
Dispute analyst: Reviews the case in the Decision Desk, decides the claim and the chargeback, and records the finding.
Card network: Receives the chargeback under the reason code, returns the merchant's response, and arbitrates where needed.
Callvu: Identifies, prefills, classifies, chases the form and evidence, keeps both clocks, files the chargeback, routes the decision and sends the notices.

Identify, prefill and classify
The cardholder is authenticated for the channel. The transaction is picked from the card's activity, and the dispute is classified: unauthorized use, goods or services not received, defective or not as described, duplicate or wrong amount, cancelled recurring charge, or a billing error. The classification sets the regulatory track (Reg E or Reg Z), the network reason code, the evidence required and both clocks.
Chase and verify
The dispute form, prefilled, is sent to the cardholder by text or email and signed on a process-controlled screen. The evidence the reason code needs (a cancellation confirmation, a return receipt, correspondence with the merchant) is requested with upload links. A suspected unauthorized case blocks the card and reissues from the same step.
Clocks and provisional credit
The Reg E or Reg Z clock runs from the time of the notice. For a Reg E claim not resolved within 10 business days, provisional credit is posted and the customer told, and the investigation continues to 45 days (90 for the extended cases). For a Reg Z billing error, the acknowledgment goes within 30 days and the resolution within two billing cycles.
File the chargeback
The chargeback is filed with the network under the reason code with the evidence attached, inside the network's time limit from the transaction, and the merchant's response is tracked through representment and, where warranted, arbitration.
Decide
The analyst decides in the Decision Desk with the case, the evidence and the network's response, and only the allowed outcomes: resolve in the cardholder's favor, deny with the reason and the evidence the regulation requires, or request more. The decision is recorded with the person and the time.
Write back and notify
The resolution is posted (final credit, or reversal of provisional credit with the notice period), the result notice goes to the cardholder by the deadline with the required content, and the case with every clock, filing and decision is written to the dispute system.

Where it ends: The cardholder has the result notice inside the regulatory deadline, the chargeback was filed inside the network window, and the case holds the signed form, the evidence, both clocks and the decision. The Decision Trace shows the classification and the clocks; the Audit Trace shows every step and filing.

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.

Regulations

Reg E error resolution (12 CFR 1005.11): On notice of an error (oral or written) received within 60 days of the statement, the bank investigates and reports within 10 business days, or posts provisional credit within 10 business days and takes up to 45 days (90 for point-of-sale debit, foreign and new-account cases). The bank reports the result within three business days of completing the investigation, and on a denial gives a written explanation and the right to the documents relied on. It may require written confirmation within 10 business days but may not delay provisional credit for it unless it told the consumer so.
Reg E liability (12 CFR 1005.6): The consumer's liability for unauthorized transfers depends on the timing of notice; the time of the notice is recorded at intake.
Reg Z billing error resolution (12 CFR 1026.13): A written billing error notice received within 60 days of the statement is acknowledged within 30 days and resolved within two complete billing cycles (not more than 90 days); the disputed amount is not collected or reported delinquent during the investigation.
Card network rules on disputes and chargebacks: Each network sets reason codes, required evidence, time limits from the transaction (commonly 120 days for most codes) and the representment and arbitration process; the chargeback is filed under the right code inside the window.

Company policies

The time of the notice is recorded at intake and starts the regulatory clock.
The classification sets the track, the reason code and the evidence; the analyst does not re-decide them.
Provisional credit is posted on the Reg E clock by rule, not by request.
A suspected unauthorized case blocks the card at intake.
The dispute system is the system of record for the case; the core and the card system receive the credits.

Controls

Channel authentication and transaction selection from activity.
Classification with dual clocks and reason code.
Dispute form signed on a process-controlled screen.
Evidence checklist by reason code with upload links.
Provisional credit timer and notice.
Network filing inside the time limit, with representment tracking.
Decision Desk outcomes limited to the regulation's options.
Result notice content and deadline enforced.

Clocks and deadlines

Reg E or Reg Z error resolution (Reg E investigation): 10 business days, or 45 days (90 in the extended cases) with provisional credit by day 10; result within 3 business days of completion.
Reg Z billing error: Acknowledge within 30 days; resolve within two billing cycles and no more than 90 days.
Network chargeback window: By reason code, from the transaction date; the case shows the days left.

Documents and checks

The notice record with its time and channel
The signed dispute form
The evidence collected by reason code
The chargeback filing and the network's responses
The analyst's decision with reason
The provisional credit and result notices as sent

In the Decision Trace

The classification: track, reason code, evidence and clocks.
The provisional credit decision and its timing.
The chargeback filing and its window.
The analyst's decision and the notice it produced.

In the Audit Trace

Each contact with the cardholder and its time.
The form signature and each evidence upload.
Each network event.
The postings and the notices, with times against the deadlines.

The handoff

Between the front doorand the back office.

The front door

Any channel, including an AI agent over MCP: identity, the form signature and evidence uploads happen on process-controlled screens, never inside a chat.

The back office

The dispute analyst receives a classified case with the signed form, the evidence and both clocks, and decides in the Decision Desk. The network filing runs from the case.

The Decision Desk

The analyst decides with the case, the evidence and the network's response, and only the allowed outcomes: resolve for the cardholder, deny with reason and the documents relied on, or request more.
A case approaching a deadline is nudged and escalated before it slips.

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.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Banca Transilvania automated more than 100 workflows with Callvu.

BNK-04

Bank Leumi digitized all loan application and servicing workflows within six months, and dozens more processes since.

BNK-01

Questions

What buyers ask next,answered plainly.

When does the Reg E clock start?

At the time of the notice, oral or written, which Callvu records at intake. The clock does not wait for the signed form.

How is the dispute form signed?

On the cardholder's phone, from a text or email link, prefilled with the transaction. The signature and the time are on the case.

What about the network window?

The reason code sets the time limit from the transaction; the case shows the days left and the chargeback is filed with the evidence inside it.

Does Callvu decide the dispute?

No. The analyst decides in the Decision Desk with only the outcomes the regulation allows; Callvu classifies, keeps the clocks, files and notifies.

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