Price adjustment and price match
How do we handle a price adjustment or price match request by checking the claim against the policy and applying the adjustment within limits?
Check the claim against the policy's data before paying it. When a customer asks for a price adjustment after a price drop or a match against a competitor, Callvu identifies them and prefills the order (the item, the price paid, the purchase date, the promotions applied, prior adjustments), classifies the request under the price adjustment policy (the adjustment window from purchase, the price drops that qualify and the exclusions such as clearance, doorbusters and marketplace sellers, the competitors and the conditions the match covers, the identical item and availability tests), chases the proof (the competitor's listing with the date, or the retailer's own price history is read directly), checks it against the policy's tests, applies the adjustment by rule within the agent's and the policy's limits, routes a claim outside the window, above the limit or with proof that fails to the pricing desk in the Decision Desk, and writes the adjustment to the order management system, the system of record, with the refund to the original method.
In scopeSimpleCallvu moves: chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The agent matched a price from a marketplace seller's listing the policy excluded, and the customer posted the trick in a forum.
Price adjustments and matches are a promise that invites gaming: a screenshot of a lower price with the date cropped, a competitor the policy excludes, a different model number, an item out of stock at the competitor. The agent, unsure of the policy's details, pays. The adjustment becomes a discount anyone can claim, and the policy's cost exceeds its purpose.
The policy has tests: the window from purchase, the qualifying price drops and the exclusions, the competitors covered and the conditions (an identical item, in stock, sold and shipped by the competitor, not a marketplace seller, not a clearance or a limited-time event), the limits per customer and per order. The retailer's own price history is data the process can read; the competitor's listing is proof the customer supplies and the process checks. The advertising rules require the match policy to be honored as advertised.
A match checked against the tests is a promise kept at a cost the retailer chose.
How it runs
From the requestto the system of record.
A customer requests a price adjustment or a price match in any channel. Callvu identifies them and opens the request.
- Customer
- Makes the request and uploads the competitor's listing where a match is claimed.
- Pricing desk
- Decides claims outside the window, above the limit or with proof that fails in the Decision Desk.
- Callvu
- Prefills, classifies, chases and checks proof, applies by rule, routes and writes.
Prefill and classify
The order (the item with its model number and variant, the price paid and the promotions applied, the purchase and delivery dates, prior adjustments on the order and the customer) is prefilled from the order management system; the request is classified: a price adjustment against the retailer's own price (the window from purchase, the exclusions for clearance, doorbusters, bundles and promotions), or a price match against a competitor (the covered competitors, the conditions).
Chase and verify the proof
For an own-price adjustment, the retailer's price history for the identical item is read directly and the qualifying drop computed; for a match, the competitor's listing is requested through a link (the page with the item, the price, the seller and the date) and read and checked against the policy's tests: the identical model and variant, in stock, sold and shipped by the competitor itself, not a marketplace seller, not a clearance, membership, limited-time or bundle price, the date within the window; a listing that cannot be verified is requested again or checked by the desk.
Decide
A claim that passes the tests within the policy's limits (the amount per order, the count per customer per period) is applied by rule; a claim outside the window, above the agent's or the policy's limit, with proof that fails a test or cannot be read, or on a customer above the adjustment threshold goes to the pricing desk in the Decision Desk with the proof and the history and only the allowed outcomes (apply, apply a partial adjustment with the reason, or decline with the reason and the policy cited).
Write back
The adjustment is written to the order management system, the system of record, against the order line with the policy test results and the proof, the refund of the difference goes to the original payment method, the customer is told the amount and the timing (or the reason for a decline), and the pattern (competitors matched, items, customers) feeds the pricing team.
Where it ends: The claim was tested against the policy on the retailer's own price history or the competitor's proof, applied by rule within the limits and decided by the pricing desk outside them, with the adjustment and the evidence in the order management system. The Decision Trace shows the classification, the tests and any decision; the Audit Trace shows the request, the proof and the refund 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
Any channel; the customer uploads the competitor's listing through a link.
The back office
The pricing desk decides only exceptions; the pricing team sees the patterns.
The Decision Desk
- A claim outside the window, above the limit, with proof that fails or cannot be read, or on a customer above the threshold goes to the pricing desk in the Decision Desk with the proof and only apply, apply partially with reason, or decline with the policy cited.
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
Callvu requests missing documents from the right party on a clock, reads them on arrival (OCR) and checks each against what the case needs.
HND-04 · Self-asserted · verified 2026-11-02
When a person must decide, the case goes to the right reviewer in the Decision Desk, with only the allowed choices, and the run waits for the decision.
CAP-07 · Self-asserted · verified 2026-11-02
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What makes a competitor's price eligible?
The policy's tests: the identical model and variant, in stock, sold and shipped by the competitor itself, not a marketplace seller, not a clearance, membership or limited-time price, and dated within the window.
How is a price drop on the retailer's own site handled?
The retailer's price history for the identical item is read directly, the qualifying drop is computed within the window, and the adjustment applies by rule unless an exclusion applies.
What does a decline say?
The policy test that failed, citing the published policy, so the customer and the record agree on why.
Related processes
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