Goodwill credit and voucher issue

How do we let an agent offer a goodwill credit or voucher within their limit, require approval above it, and issue it on the record?

Make goodwill a decision with a limit, a reason and a record. When an agent wants to compensate a customer (a service failure, a complaint, a retention gesture), Callvu prefills the customer, the booking and the history (prior credits, the value of the relationship, the event that prompts it), classifies the request against the company compensation policy (the reason codes, the amounts by reason, the agent's authority, the form: a voucher, a credit, a refund, miles), decides a request inside the agent's limit by rule with the reason recorded, routes a request above the limit, a repeat credit to the same customer, or a reason outside the codes to the approver in the Decision Desk with the policy and the history, issues the voucher or the credit with its terms and expiry, and writes it to the booking system and the compensation ledger with who decided and why.

In scopeSimpleCallvu moves: decide, write back

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Last updated November 7, 2026.

The problem today

Two agents gave the same customer two vouchers for the same complaint, and finance found a third in the following quarter.

Today, without Callvu

Goodwill is necessary and ungoverned: agents are told to use judgment, the amounts vary by who answers the phone, the reasons are typed free-text or not at all, and the vouchers are issued from a tool with no memory of the last one. Finance sees the total at quarter end; the regulator, in a complaint review, sees the inconsistency.

A compensation policy has the structure a process needs: the reason codes, the amounts or ranges by reason, the agent's authority and the approver above it, the form of compensation and its accounting (a voucher is a liability with an expiry and breakage; a refund is money), the limits per customer and per period, and the record. Applied by rule, goodwill becomes consistent, auditable and cheaper.

The agent who can give the right credit in one step gives fewer wrong ones.

How it runs

From the requestto the system of record.

An agent (or an AI assistant under the policy) proposes compensation on a customer interaction, or a complaint resolution calls for it. Callvu opens the request on the customer and the booking.

Agent: Proposes the compensation with the reason code and sees the policy result.
Approver: Decides requests above the agent's limit or outside the codes in the Decision Desk.
Customer: Receives the voucher or the credit with its terms.
Callvu: Prefills, classifies against the policy, decides by rule, routes, issues and writes back.

Prefill and classify
The customer, the booking, the event (a complaint, a service failure recorded, a disruption) and the compensation history (prior credits and their reasons, the open vouchers, the relationship value) are prefilled; the agent selects the reason code and the proposed amount and form, and the request is classified against the company compensation policy: the amount range for the reason, the agent's authority, the per-customer and per-period limits, the form allowed for the reason.
Decide
A request inside the agent's limit, the reason's range and the customer limits is decided by rule with the reason recorded; a request above the limit, outside the range, a repeat credit to the same customer within the period, a reason outside the codes, or a refund where the policy allows only a voucher goes to the approver in the Decision Desk with the policy clause, the history and the agent's note and only the allowed outcomes (approve, approve a different amount or form with the reason, or decline with the reason to the agent).
Issue
The voucher or the credit is issued with its terms (the value, the expiry under the policy and the state voucher laws, the fare classes or products it applies to, the transferability), or the refund through the refund process, or the miles through the loyalty adjustment process, and the customer receives it with the terms in plain language.
Write back
The compensation with the reason code, the amount, the form, the terms, the decider and the approval is written to the booking system against the customer and to the compensation ledger (a voucher as a liability with its expiry), the customer's compensation history is updated, and the compensation report shows amounts by reason, by agent and by approver.

Where it ends: Goodwill was given inside the policy by rule or approved above it by the right person, issued with its terms, and recorded with the reason and the decider in the booking system and the ledger. The Decision Trace shows the classification and the decision; the Audit Trace shows the proposal, the approval and the issue 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

Company compensation policy: The policy sets the reason codes for compensation (a service failure, a complaint resolution, a disruption beyond the legal entitlement, a retention gesture), the amount or range for each, the forms allowed (a voucher, a credit, a refund, miles) and their accounting, the agent's authority by role, the approver above it, the per-customer and per-period limits, and the record required; the classification and the Decision Desk apply it.
State voucher and gift card laws and the accounting standards for vouchers: A voucher or a credit issued as compensation is subject in some states to the gift card expiry and fee rules (or exempt where issued without consideration, which the policy must track) and is recognised as a liability until redeemed or expired under the breakage accounting rules; the terms and the ledger entry apply these.
Consumer protection rules on compensation and the legal entitlements (EU261, the DOT rules): Goodwill is separate from what the law requires: a compensation or a refund the law makes due cannot be replaced by a goodwill voucher at the agency's choice, so the policy and the classification keep the legal entitlement in its own process and goodwill on top of it.

Company policies

Every compensation has a reason code, an amount inside the policy's range for it, and a decider.
The agent's authority and the customer limits are enforced by rule; the approver decides above them with the history in view.
A legal entitlement is never replaced by goodwill; it runs in its own process.
The booking system and the compensation ledger are the systems of record.

Controls

Prefill of the customer, the event and the compensation history.
Policy classification with reason codes, ranges and limits.
Rule-based decision inside authority.
Decision Desk above authority and outside the codes.
Issue with terms and expiry.
Booking system and ledger write with reporting.

Clocks and deadlines

Approval: The policy's service level for an approver's decision, while the customer waits on the interaction where possible.
Voucher expiry: The policy's and the state's period, on the voucher and the ledger.
Per-period limit: The customer's compensation window under the policy, checked at classification.

Documents and checks

The proposal with the reason code
The policy classification
The decision and any approval
The voucher or credit with its terms
The booking system and ledger entries

In the Decision Trace

The classification against the policy.
The decision and the decider.
Any approval and the person.

In the Audit Trace

The proposal with time and agent.
The approval with time.
The issue and the writes.

The handoff

Between the front doorand the back office.

The front door

The agent's screen on the interaction, or an AI assistant proposing under the policy; the customer receives the voucher on their phone.

The back office

The approver decides only above-limit and out-of-code requests; finance reads the ledger.

The Decision Desk

A request above the agent's limit, outside the reason's range, a repeat within the period, a reason outside the codes or a refund where only a voucher is allowed goes to the approver in the Decision Desk with the policy and the history and only approve, approve a different amount or form, or decline 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.

What can an agent give without approval?

A compensation inside their authority, inside the reason's range and the customer's limits under the compensation policy, with the reason code recorded; everything else goes to the approver.

Can goodwill replace a refund the law requires?

No. A legal entitlement (a DOT refund, EU261 compensation) runs in its own process; goodwill is on top of it, and the classification keeps them apart.

How are vouchers tracked?

Each is issued with its value, expiry and terms, recorded as a liability in the compensation ledger and against the customer in the booking system, with a report by reason, agent and approver.

Related processes

Refund request Future travel credit redemption Loyalty points adjustment Refund complaint under DOT rules Try it in the sandbox All travel and ecommerce processes

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