Fee waiver and refund request
How do we handle fee refund requests consistently, with the eligibility rules applied, approvals above a limit, and the reason logged?
Put the refund policy inside the process. When a customer asks, Callvu identifies them, prefills the fee and the account's refund history, classifies the request against the bank's eligibility rules, posts a refund inside the agent's authority at once, routes a refund above the limit or outside the rules to a supervisor in the Decision Desk, and logs the reason code with every decision so the pattern is visible.
In scopeSimpleCallvu moves: prefill, classify, decide, write back
Last updated November 6, 2026.
The problem today
Whether the fee is refunded depends on which agent answers.
A customer complains about an overdraft fee, a wire fee, a late fee. One agent refunds it to end the call; another refuses; a third asks a supervisor, who is in a meeting. The refund is posted as a miscellaneous credit with no reason, and the same customer gets the same fee refunded three times in a year.
Refund decisions are a fairness question regulators ask about: UDAAP expects consistent treatment and the Fair Lending rules reach any discretionary accommodation. A refund policy that lives in a training deck is applied unevenly, and the bank cannot show the examiner the pattern because the pattern was never recorded.
Some refunds are not discretionary at all. A fee charged in error, or an overdraft fee on a debit card transaction without an opt-in, is a correction the bank owes, and it should not depend on the customer asking twice.
How it runs
From the requestto the system of record.
A customer asks for a fee refund in any channel. Callvu identifies the customer, finds the fee on the account, and opens the request.
- Customer
- Asks, gives the reason, and receives the decision and the refund or the explanation.
- Contact center
- Starts the request, posts refunds inside their authority, and sees the decision on routed ones.
- Supervisor
- Decides refunds above the agent's limit or outside the rules in the Decision Desk.
- Callvu
- Identifies, prefills, classifies against the policy, posts or routes, and logs the reason code.
Identify and prefill
The customer is authenticated for the channel. Callvu reads the fee (type, amount, date, the transaction that caused it), the account's refund history and standing, and the relationship from the core.
Classify
The request is classified against the bank's refund policy: a correction the bank owes (a fee charged in error, an overdraft fee without an opt-in on record), a courtesy refund inside the rules (first occurrence, relationship tier, within the annual limit), or a request outside the rules. The classification sets the reason code and the authority required.
Decide
A correction posts at once. A courtesy refund inside the agent's authority and the rules posts at once with the reason code. A refund above the limit, a repeat beyond the annual allowance, or a request outside the rules goes to a supervisor in the Decision Desk with the account, the history, the classification and only the allowed outcomes: approve, approve a partial amount, or decline with a reason.
Write back
The refund is posted to the account in the core with the reason code, the decider and the policy rule applied, and the customer is told the outcome in their channel. A decline carries its reason, and a correction triggers a check for the same error on other accounts where the policy requires it.
Where it ends: The refund is posted, or declined with a reason, in the core, with the reason code, the rule and the decider on the record, so the bank can show the pattern of its decisions. The Decision Trace shows the classification and the authority; 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 agent starts the request on the same screens; a customer in the app or with an AI agent can start it themselves.
The back office
Nothing is posted as an uncoded credit. The core receives the refund with its reason code, and compliance sees the pattern across all decisions.
The Decision Desk
- A refund above the agent's limit, a repeat beyond the allowance, or a request outside the rules goes to a supervisor in the Decision Desk with the account, the history and only the allowed outcomes: approve, approve a partial amount, or decline with a reason.
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 an agent refund any fee?
Inside their authority and the policy's rules, yes, at once, with a reason code. Above the limit or outside the rules, a supervisor decides in the Decision Desk.
What is a correction versus a courtesy?
A correction is a fee the bank owes back, such as one charged in error or an overdraft fee without an opt-in; it posts without a discretionary decision. A courtesy is a refund the policy allows under conditions, such as a first occurrence.
What does compliance see?
Every refund and decline with its reason code, the rule applied and the decider, so consistency can be checked across agents and customers.
Related processes
Bring this process, or the one that costs you most.
We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.