Chargeback and fraud dispute

How do we handle a fraud claim or a chargeback by assembling the order, delivery and device evidence, deciding the response and recording the outcome?

Decide every fraud claim and chargeback on the same evidence, on the clock. When a customer claims a charge was not theirs or a chargeback arrives coded as fraud, Callvu classifies it (a customer's first-hand claim, a network chargeback with its reason code and deadline, a bank's inquiry), matches it to the order, the account and the payment, assembles the evidence (the device and session data, the address and authentication results, the delivery scan and signature, the account's history, prior undisputed orders with matching details), checks it against the fraud rules and the network's requirements, chases the carrier for the delivery proof where the record lacks it, routes the case to the fraud desk in the Decision Desk with the evidence and only the allowed outcomes (refund, fight, accept, refer to law enforcement), applies the account action (a block, a verification requirement), and writes the case and the outcome to the order management system with the chargeback submitted through the dispute evidence process.

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

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Last updated November 7, 2026.

The problem today

The same customer had claimed fraud on four deliveries signed for at their door, and each claim was refunded by a different agent.

Today, without Callvu

Fraud claims come two ways: the customer calls to say they did not make the purchase, or the bank sends a chargeback coded as fraud. Both are handled by whoever receives them, with the evidence they can find. True victims wait weeks; repeat claimants are refunded again and again; chargebacks are lost for lack of the delivery proof that was in the carrier's system all along.

The rules differ by channel and both apply: the card network's reason codes, deadlines and compelling evidence for a chargeback; the consumer's error resolution rights under Reg E for a debit card and Reg Z for a credit card, which the issuer handles but which shape what the merchant can expect; the retailer's fraud rules on velocity, device and address signals; and the PCI limits on the card data in any of it. The evidence is the same for every case, and so should the decision be.

A fraud case decided on the evidence protects the true victim and stops the repeat claimant.

How it runs

From the requestto the system of record.

A customer claims an unauthorized charge in any channel, or a chargeback or bank inquiry coded as fraud arrives from the processor. Callvu opens the case on the order.

Customer or cardholder: Makes the claim, provides the details the case needs on a secure screen, and receives the outcome.
Fraud desk: Decides each case in the Decision Desk with the evidence.
Carrier and payment provider: Provide the delivery proof and the authentication and risk data.
Callvu: Classifies, matches, assembles, checks, chases, routes, applies account actions and writes.

Classify and match
The case is classified (a first-hand claim, a network chargeback with its reason code and deadline, a bank inquiry), matched to the order, the account, the payment and any prior claims by the same customer, card or address, and the applicable rules are set (the network's evidence and deadline, the retailer's fraud policy, the refund policy).
Chase and verify the evidence
The evidence is assembled from the records: the device and session data at checkout, the address verification and the authentication results, the shipping address against the billing address and the account's history, the delivery scan, the signature or the photo at the door, the account's login history and changes, prior undisputed orders with the same details, the communications; the carrier's delivery proof is chased through its link where the record lacks it; the customer is asked on a secure screen for the details a true claim needs (when they noticed, whether the card is lost, whether anyone in the household ordered); the package is checked against the fraud rules' indicators and the network's compelling evidence.
Decide
The fraud desk decides in the Decision Desk with the evidence and only the allowed outcomes: refund the customer (a probable true victim or a weak case), fight the chargeback with the package through the dispute evidence process, accept the chargeback, or refer the case to law enforcement with the account blocked; a repeat claimant pattern, a high value or a first-party fraud indication is flagged to the desk with the history.
Apply and write back
The account action is applied (a block, a verification requirement on future orders through the fraud review process, a flag for the repeat claimant), the refund or the chargeback submission runs from the decision, and the case with the evidence, the decision, the person and the outcome is written to the order management system, the system of record, against the order and the account, feeding the fraud rules with the outcome.

Where it ends: Every fraud claim and chargeback was matched and decided on the same assembled evidence by the fraud desk, inside the network's deadline, with the account action applied and the outcome recorded for the rules to learn from. The Decision Trace shows the classification, the evidence checks and the decision; the Audit Trace shows the receipt, the chases, the decision and the submission 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.

Regulations

Card network rules: The Visa and Mastercard dispute rules set the fraud reason codes for card-not-present transactions, the merchant's response window from the chargeback, the compelling evidence accepted (prior undisputed transactions with matching device, IP, address or account identifiers; proof of delivery to the verified address; authentication results that shift liability to the issuer), the representment stages and the dispute ratio thresholds that trigger the monitoring programs and their fines.
PCI DSS: The case file and the evidence may not contain the full card number, the security code or the authentication data; only truncated numbers and the processor's references are stored, and the secure screen the customer uses keeps the card data out of the retailer's systems and the agent's hands.
Reg E and Reg Z error resolution (12 CFR 1005.11 and 12 CFR 1026.13): A debit cardholder must report an unauthorized transfer and the bank must investigate within ten business days (provisionally crediting where it needs more time, up to forty-five days) with the consumer's liability limited by how quickly they report; a credit cardholder may assert a billing error within sixty days and the issuer must resolve it within two billing cycles; the merchant's evidence and response to the issuer's inquiry shape these outcomes, and a customer who is a true victim is told to notify their bank as well.

Company policies

Every fraud claim and chargeback is a case decided on the same evidence by the fraud desk; no agent refunds on a story.
The evidence is assembled from the records and the carrier; the customer supplies only what a true claim needs, on a secure screen.
Repeat claimants and first-party fraud indications are flagged with the history before the decision.
The order management system holds the case, the decision and the account action, and the outcome feeds the fraud rules.

Controls

Case classification with the network deadline.
Matching to order, account, payment and prior claims.
Evidence assembly with carrier chases and secure customer questions.
Fraud rule and compelling evidence checks.
Decision Desk with required outcomes.
Account actions, refund or submission, and order management write.

Clocks and deadlines

Chargeback response: The network's window from the chargeback date, with escalation before it.
Customer claim: The retailer's service level with the customer told the status, and the advice to report to their bank inside the Reg E or Reg Z periods.
Carrier proof: Chased on a schedule inside the response deadline.

Documents and checks

The claim or chargeback and its classification
The matched order, account and prior claims
The evidence package and the checks
The decision with the person and the reason
The account action, the refund or submission and the outcome

In the Decision Trace

The classification and the rules applied.
The evidence checks and the flags.
The decision and the person.

In the Audit Trace

The receipt with time.
Each chase and evidence item.
The decision, the action and the outcome with time.

The handoff

Between the front doorand the back office.

The front door

The customer in any channel with a secure screen for the details; the processor's chargeback feed; the bank's inquiry.

The back office

The fraud desk decides every case with the evidence assembled; the carrier and the provider feed the record.

The Decision Desk

Every case goes to the fraud desk in the Decision Desk with the evidence and only refund, fight, accept, or refer to law enforcement with the account blocked; repeat claimants and first-party indications are flagged with the history.

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

Questions

What buyers ask next,answered plainly.

What evidence is assembled?

The device and session data, the address and authentication results, the delivery scan and signature from the carrier, the account's history and changes, prior undisputed orders with matching details and the communications, checked against the fraud rules and the network's requirements.

Who decides?

The fraud desk in the Decision Desk, with the evidence and the history, choosing only refund, fight, accept or refer to law enforcement; the outcome and the person are recorded.

What happens to a repeat claimant?

The pattern is flagged with the history before the decision, and the account action (a block or a verification requirement) is applied and recorded.

Related processes

Dispute evidence for chargebacks Order fraud review and customer verification Buy now pay later dispute Refund to a different payment method Try it in the sandbox All travel and ecommerce processes

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