Travel and eCommerce

Starts when the airline schedule change or cancellation arrives; every connected hotel, car and transfer booking is rebooked or unwound and written to the booking system.

Parties: Traveler, Travel agent, Airline, Hotel and car suppliers. Rules: Supplier and fare rules; Travel policy. Callvu moves: classify, decide, write back.

Starts with a traveler or agent change request; the new option is checked against fare rules and travel policy, overrides go to an approver, and the change is written to the booking system.

Parties: Traveler, Travel agent, Approver. Rules: Supplier and fare rules; Travel policy. Callvu moves: prefill, decide, write back.

Starts from a cancel request or disruption; each booking is cancelled before its supplier cutoff and the refund goes to the original payment method.

Parties: Traveler, Travel agent. Rules: Supplier cancellation terms. Callvu moves: classify, write back.

Starts from a customer cancellation; flights, hotels, tours and insurance are cancelled in the right order before cutoffs, fees applied by rule, and refunds recorded.

Parties: Traveler, Travel agent, Suppliers, Payments team. Rules: US DOT refund rules (14 CFR); Supplier cancellation terms. Callvu moves: classify, chase and verify, decide, write back.

Starts when a supplier changes a schedule; the traveler accepts, picks an alternative or requests a refund on a secure screen, and the choice is written back.

Parties: Traveler, Travel agent. Rules: US DOT refund rules (14 CFR). Callvu moves: prefill, write back.

Starts with a missed connection; reaccommodation options are offered within policy, hotel and meal vouchers issued by rule, and the record updated.

Parties: Traveler, Airline agent, Hotel supplier. Rules: EU261; Carrier contract of carriage. Callvu moves: classify, decide, write back.

Starts when a sailing changes; passengers are notified, choose to keep, move or cancel, credits apply by rule, and the reservation is updated.

Parties: Passenger, Cruise line reservations, Travel advisor. Rules: Cruise ticket contract terms. Callvu moves: classify, decide, write back.

Starts when a departure is cancelled; each booked traveler is offered a transfer, credit or refund, suppliers are released, and the booking system updated.

Parties: Traveler, Tour operator, Ground suppliers. Rules: EU Package Travel Directive. Callvu moves: classify, chase and verify, decide, write back.

Starts with a name mismatch; the correction is checked against supplier rules and ID, approved where needed, and reissued.

Parties: Traveler, Travel agent. Rules: Supplier and fare rules. Callvu moves: chase and verify, decide, write back.

Starts from a refund request on any channel; eligibility is checked against fare and supplier rules and the refund goes to the original payment method on the clock.

Parties: Traveler, Refunds team. Rules: US DOT refund rules (14 CFR). Callvu moves: classify, decide, write back.

Starts when a booking is cancelled; the refund is claimed from each supplier, chased until received, and reconciled to the customer refund.

Parties: Refunds team, Hotel, car and tour suppliers, Finance. Rules: Supplier contract terms. Callvu moves: chase and verify, write back.

Starts with a passenger claim; flight data and eligibility are checked, documents collected, compensation decided, and payment recorded.

Parties: Passenger, Claims team, Airline operations. Rules: EU261. Callvu moves: prefill, chase and verify, decide, write back.

Starts with a passenger complaint; the response is built from the booking record and sent within the required time, with the outcome recorded.

Parties: Passenger, Customer relations, Compliance. Rules: US DOT refund rules (14 CFR). Callvu moves: classify, decide, write back.

Starts with a baggage report; receipts and photos are collected, the claim is assessed against liability limits, and settlement is recorded.

Parties: Passenger, Baggage services, Claims team. Rules: Montreal Convention. Callvu moves: prefill, chase and verify, decide, write back.

Starts when an agent offers compensation; the amount is checked against limits, approval is required above them, and the voucher is issued on the record.

Parties: Agent, Supervisor. Rules: Company compensation policy. Callvu moves: decide, write back.

Starts with a traveler holding a credit; its value, expiry and rules are checked, it is applied to a new booking, and the balance updated.

Parties: Traveler, Travel agent. Rules: Supplier and fare rules. Callvu moves: prefill, write back.

Starts when a traveler reports a covered event; documents such as receipts and medical notes are collected and checked, and a complete claim goes to the insurer.

Parties: Traveler, Travel agent, Insurer. Rules: Policy terms. Callvu moves: prefill, chase and verify, write back.

Starts when a booking breaks travel policy; the right approver, inside or outside the company, sees the policy and decides before ticketing.

Parties: Traveler, Travel manager, Approver. Rules: Corporate travel policy. Callvu moves: classify, decide, write back.

Starts with a trip request; cost, purpose and risk are checked, authorization is captured before booking, and exceptions are reported.

Parties: Traveler, Manager, Travel management company. Rules: Corporate travel policy. Callvu moves: prefill, decide, write back.

Starts after booking; every out-of-policy choice is captured with its reason and approver and reported to the travel manager.

Parties: Travel manager, Finance. Rules: Corporate travel policy. Callvu moves: classify, write back.

Starts when travel is booked to a flagged destination; security briefing, insurance and approval from security are required before ticketing.

Parties: Traveler, Security team, Manager. Rules: Duty of care policy. Callvu moves: classify, chase and verify, decide.

Starts at onboarding or a change; passport, loyalty numbers and preferences are captured once, checked, and written to the profile system.

Parties: Traveler, Travel management company. Rules: GDPR. Callvu moves: prefill, chase and verify, write back.

Starts when a ticket goes unused; the credit is recorded against the traveler, flagged before expiry, and applied to the next booking.

Parties: Travel management company, Traveler. Rules: Supplier and fare rules. Callvu moves: classify, write back.

Starts after a trip; receipts are collected, matched to bookings, missing ones chased, and the expense report sent to finance.

Parties: Traveler, Finance, Travel management company. Rules: Corporate expense policy. Callvu moves: chase and verify, write back.

Starts with a signed contract; policy, approvers, billing and traveler lists are collected from the client, checked, and configured in the booking tool.

Parties: Client travel manager, TMC account team, Finance. Rules: Contract terms. Callvu moves: chase and verify, decide, write back.

Starts when a trip is booked; passport, visa and health documents are requested by destination and date, checked on arrival, and missing ones chased on a clock.

Parties: Traveler, Travel agent. Rules: Destination entry requirements. Callvu moves: chase and verify, write back.

Starts with an itinerary; entry rules for each country are applied, the traveler completes required applications or forms, and status is tracked to departure.

Parties: Traveler, Travel agent, Visa service. Rules: Destination entry requirements. Callvu moves: classify, chase and verify.

Starts after booking; passport and secure flight data are collected once on a secure screen and written to the reservation before the deadline.

Parties: Traveler, Reservations. Rules: US Secure Flight; Advance passenger information rules. Callvu moves: prefill, chase and verify, write back.

Starts before travel; emergency contact and duty-of-care details are collected, checked, and stored where the duty-of-care team can reach them.

Parties: Traveler, Duty of care team. Rules: Duty of care policy. Callvu moves: prefill, write back.

Starts when an incident hits a destination; affected travelers are identified, asked to confirm status, and those who don't respond are escalated.

Parties: Travelers, Duty of care team, Security. Rules: Duty of care policy. Callvu moves: classify, chase and verify, decide.

Starts with a minor's booking; guardian details and consent letters are collected, checked against carrier rules, and recorded before travel.

Parties: Parent or guardian, Reservations, Airport staff. Rules: Carrier unaccompanied minor rules. Callvu moves: prefill, chase and verify, write back.

Starts weeks before sailing; documents, emergency contacts, health declarations and onboard account cards are collected and written to the reservation.

Parties: Passenger, Cruise line guest services. Rules: Destination entry requirements. Callvu moves: prefill, chase and verify, write back.

Starts before an excursion or tour; the participant reviews and signs the waiver, and the signed record is stored against the booking.

Parties: Traveler, Tour operator. Callvu moves: chase and verify, write back.

Starts with a request for wheelchair, medical or accessibility help; details are captured once and passed to the airline, airport and ground suppliers.

Parties: Traveler, Reservations, Airport and ground suppliers. Rules: US Air Carrier Access Act; EU Regulation 1107/2006. Callvu moves: prefill, classify, write back.

Starts when a traveler declares a medical condition; the medical form is collected from the doctor, reviewed by the medical desk, and the decision recorded.

Parties: Traveler, Physician, Carrier medical desk. Rules: Carrier medical rules. Callvu moves: chase and verify, decide, write back.

Starts with a request to travel with a service animal; required forms are collected and checked before the deadline and recorded on the booking.

Parties: Traveler, Reservations. Rules: US Air Carrier Access Act. Callvu moves: chase and verify, write back.

Starts with a pet booking; health certificates and destination import rules are checked and the booking is confirmed only when complete.

Parties: Traveler, Reservations, Veterinarian. Rules: Destination import rules. Callvu moves: chase and verify, decide, write back.

Starts during a call; the customer enters card data on a secure screen so it never reaches the agent, and payment is posted to the booking.

Parties: Customer, Agent. Rules: PCI DSS. Callvu moves: prefill, write back.

Starts at booking; the plan is set up, reminders sent before each due date, and payments written to order management.

Parties: Traveler, Reservations, Payments team. Rules: PCI DSS. Callvu moves: prefill, chase and verify, write back.

Starts before the final payment date; the traveler is reminded, pays on a secure screen, and unpaid bookings follow the cancellation rule.

Parties: Traveler, Reservations. Rules: PCI DSS; Booking terms. Callvu moves: chase and verify, decide, write back.

Starts when a group block is held; deposits and names are collected from the organizer and members by deadline, and the block is released or confirmed.

Parties: Group organizer, Group members, Hotel or cruise supplier. Rules: Supplier contract terms. Callvu moves: chase and verify, decide, write back.

Starts when someone pays for another traveler; the cardholder signs an authorization on their own device, and the signed record is kept for disputes.

Parties: Cardholder, Agent. Rules: PCI DSS; Card network rules. Callvu moves: chase and verify, write back.

Starts when a corporate client disputes an invoice line; the booking record and approvals are assembled, the dispute decided, and credit notes issued.

Parties: Client finance, TMC billing, Account manager. Rules: Contract terms. Callvu moves: chase and verify, decide, write back.

Starts with a redemption request; points balance and award rules are checked, and the redemption is booked and written to the loyalty system.

Parties: Member, Agent. Rules: Program terms. Callvu moves: prefill, decide, write back.

Starts with a missing points or goodwill request; the claim is checked against proof, agent limits apply, larger adjustments need approval, all on the record.

Parties: Member, Agent, Supervisor. Rules: Program terms; FTC. Callvu moves: chase and verify, decide, write back.

Starts with a member submitting proof of status elsewhere; proof is checked, eligibility decided, and the tier updated.

Parties: Member, Loyalty team. Rules: Program terms. Callvu moves: chase and verify, decide, write back.

Starts with a transfer request; identity of both members is verified, limits applied, and balances updated.

Parties: Member, Recipient, Loyalty team. Rules: Program terms. Callvu moves: chase and verify, write back.

Starts when a member reports two accounts; identity is verified, history merged, and the duplicate closed.

Parties: Member, Loyalty team. Rules: Program terms; GDPR. Callvu moves: chase and verify, decide, write back.

Starts when suspicious redemptions are flagged; the member is verified, the case is decided, points restored or blocked, and the record kept.

Parties: Member, Fraud team, Loyalty team. Rules: Program terms. Callvu moves: classify, chase and verify, decide, write back.

Starts with a change request before shipment; the change is checked against fulfillment status and policy and written to order management.

Parties: Customer, Agent. Rules: FTC. Callvu moves: classify, decide, write back.

Starts with a return request on any channel; one return policy decides, a label is issued, and the refund is written to order management.

Parties: Customer, Agent, Warehouse. Rules: FTC; State consumer protection. Callvu moves: classify, decide, write back.

Starts with an address change; carrier status is checked, the redirect is requested, and fraud rules decide whether it is allowed.

Parties: Customer, Agent, Carrier. Callvu moves: classify, decide, write back.

Starts with a where-is-my-order request; carrier data is checked, a trace or reshipment decided by rule, and the order updated.

Parties: Customer, Agent, Carrier, Warehouse. Rules: FTC Mail Order Rule. Callvu moves: classify, decide, write back.

Starts with a customer report; photos are collected, the claim is decided by policy, and a replacement or refund is issued.

Parties: Customer, Agent. Rules: State consumer protection. Callvu moves: chase and verify, decide, write back.

Starts with a request after a price drop; the claim is checked against policy and the adjustment applied within limits.

Parties: Customer, Agent. Rules: Price adjustment policy. Callvu moves: chase and verify, decide, write back.

Starts when an item cannot ship on time; the customer is notified and consents to the delay or cancels, and the order is updated.

Parties: Customer, Order management. Rules: FTC Mail Order Rule. Callvu moves: classify, write back.

Starts with a cancel or change request; the customer completes it in as few steps as they signed up, and the subscription system is updated.

Parties: Customer, Agent. Rules: FTC Negative Option Rule; State automatic renewal laws. Callvu moves: prefill, write back.

Starts with a lost or disputed gift card; proof of purchase is checked, and the balance restored or a replacement issued.

Parties: Customer, Agent. Rules: State gift card laws. Callvu moves: chase and verify, decide, write back.

Starts in any channel; one policy applies to store, web and phone changes, and the result is written to order management.

Parties: Customer, Store staff, Agent. Rules: FTC; State consumer protection. Callvu moves: classify, decide, write back.

Starts with a product fault; proof of purchase, serial number and photos are collected, coverage decided, and a repair or replacement ordered.

Parties: Customer, Agent, Manufacturer. Rules: Magnuson-Moss Warranty Act. Callvu moves: prefill, chase and verify, decide, write back.

Starts after a claim is approved; the shipping label and repair ticket are issued, status tracked, and the customer kept updated until return.

Parties: Customer, Repair depot, Carrier. Callvu moves: classify, chase and verify, write back.

Starts when a customer with a plan reports damage; plan terms are checked, the claim decided, and it is passed to the plan administrator.

Parties: Customer, Agent, Plan administrator. Rules: Plan terms. Callvu moves: chase and verify, decide, write back.

Starts after purchase; the customer registers the product once with prefilled order data, and it is written to the warranty system.

Parties: Customer. Callvu moves: prefill, write back.

Starts with a recall notice; affected buyers are identified, they choose a remedy, and returns and refunds are tracked to completion.

Parties: Customers, Product safety, Warehouse. Rules: CPSC recall rules. Callvu moves: classify, chase and verify, write back.

Starts after purchase; the slot, access details and haul-away are confirmed, the installer is dispatched, and completion is signed.

Parties: Customer, Scheduler, Delivery and installation partner. Callvu moves: prefill, chase and verify, write back.

Starts when a payment fails or checkout is abandoned; the customer completes payment on a secure link and the order is released.

Parties: Customer. Rules: PCI DSS. Callvu moves: prefill, chase and verify, write back.

Starts when a chargeback arrives; evidence is built from the record of what the customer saw and agreed to and submitted before the network deadline.

Parties: Disputes team, Acquirer. Rules: Card network rules; PCI DSS. Callvu moves: classify, chase and verify, write back.

Starts with a fraud claim or chargeback; order, delivery and device evidence are assembled, the response decided, and the outcome recorded.

Parties: Customer, Fraud team, Acquirer. Rules: Card network rules; PCI DSS; Reg E; Reg Z. Callvu moves: classify, chase and verify, decide, write back.

Starts when an order is flagged; the customer verifies identity on a secure screen, the order is released or cancelled, and the decision recorded.

Parties: Customer, Fraud team. Rules: PCI DSS. Callvu moves: chase and verify, decide, write back.

Starts with a dispute on an installment purchase; order and delivery evidence goes to the lender, and the plan is paused or resumed by outcome.

Parties: Customer, Merchant support, Lender. Rules: Lender dispute rules. Callvu moves: chase and verify, decide, write back.

Starts when the original card is closed; identity is verified, the new method captured securely, and approval is required before the refund is sent.

Parties: Customer, Agent, Finance. Rules: PCI DSS. Callvu moves: chase and verify, decide, write back.

Starts with a seller application; business documents, tax forms and bank details are collected and verified, and approved sellers are written to the marketplace.

Parties: Seller, Onboarding team, Compliance, Payments provider. Rules: KYC/KYB; INFORM Consumers Act. Callvu moves: prefill, chase and verify, decide, write back.

Starts on a schedule or a trigger; the seller updates documents and bank details, they are checked, and selling continues or is paused.

Parties: Seller, Compliance. Rules: INFORM Consumers Act. Callvu moves: chase and verify, decide, write back.

Starts with a business buyer's application; documents, references and tax exemption certificates are collected and checked, and credit terms decided.

Parties: Business buyer, Credit team, Sales. Rules: Sales tax exemption rules. Callvu moves: prefill, chase and verify, decide, write back.

Starts when a buyer claims exemption; the certificate is collected, checked for state and expiry, and stored before tax is removed.

Parties: Business buyer, Tax team. Rules: State sales tax rules. Callvu moves: chase and verify, write back.

Starts with a new hotel, ground operator or agency partner; contracts, insurance certificates and bank details are collected, checked, and set up.

Parties: Supplier, Contracting team, Finance. Rules: Contract terms. Callvu moves: chase and verify, decide, write back.

Starts with a new vendor; catalog, shipping terms and compliance documents are collected and approved, and the vendor is enabled in order management.

Parties: Vendor, Merchandising, Compliance. Callvu moves: chase and verify, decide, write back.

Starts when a customer is locked out or reports a takeover; identity is verified, access restored, and changes reviewed and reversed where needed.

Parties: Customer, Agent, Fraud team. Callvu moves: chase and verify, decide, write back.

Starts with a data access or deletion request; identity is verified, the request runs across systems, and the response is sent on the clock.

Parties: Customer, Privacy team, System owners. Rules: GDPR; CCPA. Callvu moves: chase and verify, classify, write back.

Starts at signup or a change request; consent is captured with its wording and time and written to the marketing system.

Parties: Customer. Rules: GDPR; CAN-SPAM; TCPA. Callvu moves: prefill, write back.

Starts when a restricted item is ordered; age is verified before shipment and the result recorded on the order.

Parties: Customer, Fulfillment. Rules: State age-restricted sales laws. Callvu moves: chase and verify, decide.