Warranty exchange and repair
How do we confirm a device fault, check the warranty, and create an exchange or repair order tracked to the return?
Make the fault a guided diagnosis and the warranty a rule. Callvu authenticates the customer, prefills the device (the model, the identifier, the purchase or activation date, the manufacturer's warranty period and the carrier's exchange terms, any protection program, the prior exchanges), classifies the fault from a guided diagnosis on the customer's screen (the symptom, the tests run, the results, the photos), checks the warranty eligibility (inside the period, no physical or liquid damage the warranty excludes, no prior exchange that exhausted the terms), chases the evidence the decision needs (photos of the device and the damage indicators, a diagnostic result), creates the exchange or the repair order by rule where the fault and the eligibility are clear, routes an excluded damage, an out-of-warranty device or a disputed diagnosis to the device desk in the Decision Desk with the options (a protection claim, a paid repair, an upgrade), ships the replacement or books the repair, tracks the faulty device's return on the clock with the non-return fee rule, and writes the order and the device changes to the BSS, the system of record.
In scopeComplex: multi-party handoffsCallvu moves: classify, chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The customer was sent a replacement for a software fault a restart would have fixed, and charged for the original when it came back wet.
Warranty handling is where the carrier's cost and the customer's patience meet: a fault described on a call, an exchange shipped to be safe, the faulty device returned late or not at all, a non-return fee argued over, a liquid damage indicator discovered at the depot after the replacement is in use. Or the opposite: a real fault refused because the agent could not run a test, and the customer escalates to the manufacturer and the regulator.
A warranty decision is a diagnosis plus a rule: the symptom and the tests determine whether there is a covered fault; the warranty period, the exclusions (physical and liquid damage, unauthorized repair) and the exchange terms determine the entitlement; the return window and the inspection determine the fee. The manufacturer's warranty and the carrier's exchange program are written terms. The customer can run the tests and take the photos on the device itself.
A guided diagnosis with the warranty applied by rule is an exchange that was needed and a return that comes back.
How it runs
From the requestto the system of record.
A customer reports a device fault in the app, the web, the store or on a call. Callvu authenticates them and opens the case on the device.
- Customer
- Runs the guided tests, takes the photos, receives the replacement or the repair booking, and returns the faulty device.
- Agent
- Sees the diagnosis and the eligibility and sends the link for the tests and photos.
- Device desk and the returns depot
- The desk decides exclusions and disputes in the Decision Desk; the depot inspects the returned device.
- Callvu
- Prefills, classifies the fault, checks eligibility, chases evidence, creates the order, routes, tracks the return and writes.
Prefill and classify the fault
The device's model, identifier, purchase or activation date, the manufacturer's warranty period and terms, the carrier's exchange program terms, the protection enrollment and the prior exchanges are prefilled from the BSS; the guided diagnosis on the customer's screen takes the symptom and runs the tests the fault type calls for (a restart, a settings reset, a network test, a battery health reading, a screen test) and the fault is classified: resolved by the steps, a covered hardware fault, a software fault with the fix, a physical or liquid damage indication, or inconclusive.
Chase and verify the eligibility and the evidence
The warranty eligibility is checked by rule (inside the period, the fault type covered, no exclusion indicated, the exchange terms not exhausted) and the evidence the decision needs is requested through the link: photos of the device, the screen and the liquid damage indicators, the diagnostic result; the evidence is read and checked against the classification.
Decide
A covered fault inside the eligibility creates the exchange or the repair order by rule with the option the terms provide (an advance exchange with a hold on the payment method, a repair booking, a store exchange); an excluded damage, an out-of-warranty device, an inconclusive diagnosis, or a customer who disputes the classification goes to the device desk in the Decision Desk with the evidence and only the allowed outcomes: approve the exchange as a goodwill exception with the reason, offer the protection claim, offer a paid repair, offer an upgrade, or close with the reason.
Ship, track the return and write back
The replacement ships to the verified address or the repair is booked, the customer receives the return kit and the window with the non-return fee rule stated, the return is tracked in transit and inspected at the depot against the identifier and the classification (a liquid indicator or physical damage found changes the outcome by rule with the customer told), and the order, the devices, the return result and any fee are written to the BSS, the system of record, and billing.
Where it ends: The fault was diagnosed on the device with the customer's own tests, the warranty applied by rule, the exchange or repair created where it was due, and the faulty device's return tracked and inspected with the fee rule applied on evidence. The Decision Trace shows the diagnosis, the eligibility and any decision; the Audit Trace shows the tests, the evidence, the shipment, the return and the writes with time.
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
The app, the web, the store or a call with a link; the customer runs the tests and takes the photos on the device itself.
The back office
The device desk decides only exclusions and disputes; the depot inspects by rule; the BSS is written by the process.
The Decision Desk
- An excluded damage, an out-of-warranty device, an inconclusive diagnosis or a disputed classification goes to the device desk in the Decision Desk with the evidence and only approve as goodwill with the reason, offer the protection claim, offer a paid repair, offer an upgrade, or close with the 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.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
How is the fault confirmed?
With a guided diagnosis on the customer's own device: the symptom, the tests the fault type calls for and the results, plus photos of the device and the damage indicators.
What does the warranty check cover?
That the device is inside the warranty period, the fault type is covered, no exclusion such as liquid or physical damage is indicated, and the exchange terms are not exhausted, applied by rule from the written terms.
What happens if the returned device shows liquid damage?
The depot's inspection changes the outcome by rule with the evidence, the customer is told, and the fee or the reclassification follows the disclosed terms.
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