Lost, stolen and damaged card replacement
How do we replace a lost, stolen or damaged card from any channel with the block, the reissue and the delivery address under control?
Run the replacement as one request with the fraud checks inside it. Callvu identifies the cardholder at the level the request needs, blocks the card at once, classifies the reason (lost, stolen, damaged, compromised), applies the Red Flags check when the delivery address differs from the one on file or was recently changed, reissues in the card system with the right delivery method, and confirms to the cardholder. Unauthorized transactions on a lost or stolen card open the dispute process from the same request.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 6, 2026.
The problem today
The replacement card goes to the address the caller gave, and the caller was not the customer.
A caller reports a lost card and asks for the replacement to be sent to a new address because they are traveling. The agent blocks the card, updates the address, and orders the card. The real cardholder discovers both when the statement arrives. In the branch, a customer with a damaged card gets an instant issue with no check at all.
The Identity Theft Red Flags rule names this pattern: a request for a replacement card shortly after an address change. Card issuers must validate the change before issuing. Reg E and Reg Z set the cardholder's liability for unauthorized use on a lost or stolen card, which depends on when the bank was told, so the time of the report matters.
The routine case is the volume: a damaged card, a card left at a restaurant. Each one should take a minute on the customer's phone and never reach an agent.
How it runs
From the requestto the system of record.
A cardholder reports a lost, stolen, damaged or compromised card in the app, on the web, on a call, in a branch, or through an AI agent. Callvu identifies the cardholder and opens the card.
- Customer
- Reports the card, confirms the delivery address and method, and receives the confirmation and the new card.
- Callvu
- Identifies, blocks, classifies, runs the Red Flags check, reissues in the card system, opens a dispute where needed, and confirms.
Identify, prefill and block
The cardholder is authenticated under the bank's policy for the channel, and Callvu prefills the card, its delivery address on file and recent activity from the card system. The card is blocked at once, with the time of the report recorded, since that time sets the cardholder's liability.
Classify the reason
Lost, stolen, damaged, or compromised (a data breach or a suspected skimming) sets what follows: a damaged card reissues with the same number where the policy allows; a lost or stolen card reissues with a new number; a stolen or compromised card prompts a review of recent transactions for a dispute.
Delivery address check
The delivery address is the one on file. A request to deliver elsewhere, or an address changed within the Red Flags window, holds the reissue for validation under the bank's Red Flags program: confirmation to the former address or the registered contact, or a step-up with the fraud team.
Reissue and write back
The card is reissued in the card system with the delivery method (mail, expedited, branch pickup or instant issue), the digital wallet tokens are updated, and the confirmation goes to the cardholder. Unauthorized transactions identified by the cardholder open the dispute process from the same request with the report time attached.
Where it ends: The old card is blocked with the report time recorded, the new card is issued to a validated address, and any unauthorized transactions are in the dispute process. The Decision Trace shows the classification and the Red Flags check; the Audit Trace shows the block, the reissue and the confirmation.
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. In a chat or with an AI agent, identification and the address confirmation happen on a process-controlled screen.
The back office
Nothing is keyed. The card system receives the block and the reissue from the request; the fraud team sees only the held cases.
The Decision Desk
- A reissue held by the Red Flags check goes to the fraud team in the Decision Desk with the card, the address history and only the allowed outcomes: validate and release, confirm with the cardholder at the former contact, or decline.
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.
Can the replacement go to a different address?
Only after validation under the Red Flags program: a confirmation to the former address or the registered contact, or a fraud team decision. The reissue is held until then.
Does a damaged card keep its number?
Where the bank's policy allows it. A lost, stolen or compromised card is reissued with a new number and the wallet tokens are updated.
What about charges made before the report?
The cardholder can flag them in the same request, which opens the dispute process with the report time attached, since that time sets liability.
Related processes
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