Duplicate loyalty account merge
How do we merge a member's duplicate loyalty accounts with identity verified, the history combined under the program terms, and the duplicate closed?
Prove both accounts are the same person before anything merges. When a member reports two accounts, Callvu identifies the member on the account they are using, prefills both accounts (the names, the dates of birth, the contacts, the balances, the tiers, the activity, the account ages), verifies the member's ownership of the second account (a code to its contact, or an identity check against its data where the contact is dead), classifies the merge under the program terms (which account survives, how balances and tier qualification combine, what happens to expiring points and open redemptions), chases a mismatch in the identity data with the member, routes a merge the rules flag (differing names or dates of birth, an account under review, a recent redemption on the duplicate) to the loyalty desk in the Decision Desk, merges the history into the surviving account, closes the duplicate, and writes the result to the loyalty system, the system of record, with the member told and the data of the closed account handled under the privacy rules.
In scopeSimpleCallvu moves: chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The merge combined two accounts that belonged to a father and a son with the same name, and the son's points paid for the father's flight.
Members create duplicates: a second account with a different email, an account created by an agent at the airport, a maiden name and a married name. The member wants one account with all the points. The agent merges on the basis of the matching name, and sometimes merges two people. The program's rules on which account survives, how tier qualification combines and what happens to expiring points are applied by memory.
A merge is an identity decision first: the member must own both accounts, proven on each. Then a terms decision: the surviving account, the combination of balances and qualification, the open redemptions and the expiring points. Then a data decision: the closed account's data under the privacy rules the member can invoke. Each is a rule with a record.
A merge is irreversible enough that the proof should be on both sides.
How it runs
From the requestto the system of record.
A member reports a duplicate account in the app, on the website or by phone, or the program's matching flags a probable duplicate and asks the member. Callvu opens the merge.
- Member
- Verifies ownership of both accounts, confirms the surviving account and receives the result.
- Loyalty desk
- Decides flagged merges in the Decision Desk.
- Callvu
- Prefills, verifies both sides, classifies, chases, routes, merges and writes.
Prefill and verify both accounts
The member is authenticated on the account they use; both accounts' data (the names, the dates of birth, the contacts, the balances and expiry dates, the tiers and the qualifying activity, the open redemptions, the account creation dates and channels, any review flags) is prefilled; ownership of the second account is verified with a code to its contact on file, or where that contact no longer works, an identity check against the account's data and an identity document.
Classify the merge
The program terms classify the merge: the surviving account (the older, the higher tier, or the member's choice as the terms allow), how the balances combine and whether expiry dates carry, how tier qualification combines in the current year, what happens to open redemptions and pending accruals on the duplicate, and any fee; the member confirms the surviving account.
Chase and verify, and decide
A mismatch in the identity data between the accounts (a different date of birth, a different surname without a name change on record) is put to the member with the specifics and proof is chased through a link (a name change document); a merge within the rules with ownership verified on both sides proceeds by rule; a merge the rules flag (unresolved identity differences, an account under review, a recent high-value redemption on the duplicate, a pattern of merges) goes to the loyalty desk in the Decision Desk with both accounts and only the allowed outcomes (merge, merge with the balances held pending review, decline with the reason, or refer to fraud).
Merge and write back
The history, the balances, the qualifying activity and the open items are merged into the surviving account, the duplicate is closed with a reference to the surviving account, the result is written to the loyalty system, the system of record, the member is told the combined balance and tier, and the closed account's personal data is handled under the retention and privacy rules, with the member's privacy requests honored across both.
Where it ends: Both accounts were proven to be the member's, the merge followed the terms with the member's confirmation, the flags were decided by a person, and the loyalty system holds one account with the duplicate closed and its data handled. The Decision Trace shows both verifications, the classification and any decision; the Audit Trace shows the verifications, the confirmation and the merge 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 website or a call; the member verifies the second account on its own contact or with an identity check.
The back office
The loyalty desk decides only flagged merges; the loyalty system and the privacy handling run from the record.
The Decision Desk
- Unresolved identity differences, an account under review, a recent high-value redemption on the duplicate or a pattern of merges goes to the loyalty desk in the Decision Desk with both accounts and only merge, merge with balances held, decline with reason, or refer to fraud.
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
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
Callvu reads what the CRM, core or EHR already knows and prefills, so the customer only answers what is missing.
HND-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
How is ownership of the second account proven?
With a code to the contact on that account, or where that contact no longer works, an identity check against the account's data and an identity document; a matching name is not enough.
Which account survives?
The one the program terms designate (the older, the higher tier, or the member's choice as the terms allow), confirmed by the member, with the balances and the qualification combined under the terms.
What happens to the closed account's data?
It is retained for the retention policy's period and the legal obligations, then erased, with the member's privacy rights honored across both accounts.
Related processes
Bring this process, or the one that costs you most.
We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.