Repair booking and depot return
How do we book a repair after a claim is approved, issue the shipping label and the repair ticket, track the depot's progress and keep the customer updated until the product is returned?
Treat the repair as a tracked loop from the approved claim to the returned product. Callvu classifies the repair route from the claim (a mail-in depot, an authorized service center, an on-site technician, an advance replacement), generates the shipping label and the packing instructions or books the appointment, chases the customer to ship or to confirm the slot on a clock, reads the depot's status events (received, diagnosed, parts on order, repaired, shipped back) and checks them against the ticket, chases the depot when a status stalls past its service level, tells the customer each step in their channel, and writes the ticket, the statuses and the return to the order management system and the warranty system when the product is back.
In scopeComplex: multi-party handoffsCallvu moves: classify, chase and verify, write back
Last updated November 7, 2026.
The problem today
The customer shipped the laptop, heard nothing for nineteen days, and called to find it had been waiting on a part nobody told them about.
After a warranty claim is approved, the repair becomes somebody else's problem: a depot, a service partner, a parts supplier. The customer receives a label and a ticket number and then silence. The depot's system has a status; the retailer's system does not; the customer's calls land on an agent who cannot see either. The repair takes a month and the customer remembers only the silence.
A repair has a route, a ticket and a sequence of events with service levels: the customer ships or the technician visits, the depot receives, diagnoses, orders parts, repairs, tests, ships back. Each event can be read from the partner's feed, each has an expected time, and each is something the customer would like to know. The loop closes when the product is back and the order record says so.
A repair the customer can follow is a repair they do not call about.
How it runs
From the requestto the system of record.
A warranty or protection plan claim is approved with a repair remedy (through the claim processes). Callvu opens the repair from the claim.
- Customer
- Ships the product with the label or confirms the appointment, and follows the status in their channel.
- Depot or service partner
- Receives, diagnoses, repairs and returns, reporting status through its feed or link.
- Service desk
- Decides stalled repairs and scope changes in the Decision Desk.
- Callvu
- Classifies the route, issues the label or appointment, chases, reads statuses, updates the customer and writes.
Classify the route and issue
The product category, the fault, the claim's remedy, the customer's location and the partner network classify the route: a mail-in depot with a prepaid label and packing instructions, an authorized service center drop-off, an on-site technician appointment, or an advance replacement with a return label; the label or the appointment is issued and the ticket created with the partner.
Chase and verify the handover
The customer is chased to ship (the carrier scan confirms it) or to confirm the slot, on a clock with the claim's validity; the depot's receipt is read and checked against the ticket (the right product, the serial, the condition on arrival with the depot's photos), and a mismatch (a different unit, undeclared damage) is put to the customer and the desk.
Track and chase the depot
Each status event from the partner's feed (diagnosed, parts on order with an expected date, repaired, tested, shipped back with tracking) is read and checked against the ticket and the service level; a stalled status past its level is chased with the partner; a scope change (a fault not covered, a cost above the claim's authority, a product beyond economic repair) goes to the service desk in the Decision Desk with the depot's report and only the allowed outcomes (approve the scope, switch to replacement, return unrepaired with the reason).
Return and write back
The return shipment is tracked to delivery, the customer confirms receipt and function on a secure screen, the ticket with its statuses, the repair report and the return are written to the order management system, the system of record, and the warranty system, and the repair is counted for the partner's performance and the product's quality record.
Where it ends: The repair ran as a tracked loop from the approved claim to the confirmed return, with every status read, stalls chased and the customer told each step. The Decision Trace shows the route, the checks and any desk decision; the Audit Trace shows the handover, each status and the return 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 approved claim; the customer ships or confirms from their phone and follows the status there.
The back office
The service desk sees only stalls and scope changes; the partner reports through its feed.
The Decision Desk
- A scope change (an uncovered fault, a cost above authority, a unit beyond economic repair) goes to the service desk in the Decision Desk with the depot's report and only approve the scope, switch to replacement, or return unrepaired 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
Questions
What buyers ask next,answered plainly.
How does the customer know what is happening?
Each status event from the depot (received, diagnosed, parts on order, repaired, shipped back) is read and sent to the customer in their channel, and a stalled status is chased before they have to ask.
What if the depot finds something not covered?
The scope change goes to the service desk with the depot's report, and the customer is told before any cost or delay; the outcomes are approve the scope, switch to replacement, or return unrepaired.
When is the repair closed?
When the return is delivered and the customer confirms receipt and function, with the ticket and the repair report written to the order management and warranty systems.
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