Loyalty points adjustment
How do we handle a missing points or goodwill request so the claim is checked against proof, the agent's limits apply, larger adjustments need approval, and it is all on the record?
Make the adjustment a claim with proof and an authority. When a member says points are missing or asks for goodwill, Callvu identifies the member and prefills the account and the activity in question (the booking, the stay, the partner transaction, the promotion), classifies the request (a missing accrual, a promotion not applied, a goodwill gesture after a service failure, a correction of an error), chases the proof the program terms require through a link (the boarding pass, the folio, the receipt, the partner reference), checks it against the program's accrual rules and the partner's feed, computes the points due, applies the agent's authority limit, routes an adjustment above the limit or a goodwill above the schedule to the loyalty supervisor in the Decision Desk, posts the adjustment with its reason code, and writes it to the loyalty system, the system of record, with the member told.
In scopeSimpleCallvu moves: chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
Goodwill points were posted without a reason code by whoever was on shift, and the program's liability grew with nobody able to say why.
Missing points are the most common loyalty contact: a flight that did not post, a hotel stay under a slightly different name, a promotion the member registered for. Goodwill is the second: an apology in points after a delay or a service failure. Agents post what calms the caller; limits are a guideline; the reason is a free-text note. The program's accounting cannot explain its liability, and the auditors ask.
The program terms set the accrual rules (what earns, how much, within what window a claim may be made, what proof is needed) and the goodwill policy sets the schedule (what failure earns what gesture) and the authority (what an agent, a supervisor and a manager may post). A missing accrual is a check of proof against the rules and the partner's data; a goodwill gesture is a decision within a schedule. Both need a reason code and an approver on the record.
An adjustment with proof, a limit and a reason code is a liability the program can account for.
How it runs
From the requestto the system of record.
A member reports missing points or an agent proposes goodwill, in any channel. Callvu identifies the member and opens the adjustment.
- Member
- Describes the activity, uploads the proof through a link and receives the outcome.
- Agent
- Classifies with the member, proposes within authority, and sees the status.
- Loyalty supervisor
- Approves adjustments above the limit in the Decision Desk.
- Callvu
- Prefills, classifies, chases, checks, computes, applies limits, routes, posts and writes.
Prefill and classify
The member's account, the activity in question (a booking, a stay, a partner transaction, a promotion registration) and the accrual already posted are prefilled from the loyalty system and the partner feeds; the request is classified: a missing accrual, a promotion not applied, a goodwill gesture for a service failure (with the failure's record), or a correction of an error, each with its rules, its claim window and its proof requirements.
Chase and verify the proof
The proof the program terms require for the claim type is requested through a link (the boarding pass or the ticket number, the hotel folio, the partner receipt with the reference, the promotion registration confirmation) and read on arrival; it is checked against the accrual rules (the eligible fare class or rate, the member number on the booking, the claim window, the activity's date) and against the partner's feed for a duplicate accrual.
Compute and decide
The points due are computed from the rules (or the goodwill from the schedule for the failure type); an adjustment within the agent's authority with proof that passes posts by rule; an adjustment above the limit, a goodwill above the schedule, a claim outside the window, or proof that does not match goes to the loyalty supervisor in the Decision Desk with the computation and the proof and only the allowed outcomes (approve, approve a different amount with the reason, request more proof, or decline with the reason).
Post and write back
The adjustment is posted with its reason code, the approver, the proof reference and the activity, written to the loyalty system, the system of record, the member is told the points and why, and the partner is told where the feed missed the accrual so the root cause is fixed.
Where it ends: The adjustment was a claim with proof checked against the rules and the partner's data, posted within an authority or approved above it, with a reason code the program's accounting can use. The Decision Trace shows the classification, the checks, the computation and any approval; the Audit Trace shows the proof, the posting and the notice 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 member uploads proof through a link.
The back office
Agents post within authority from checked proof; supervisors approve above it with the computation; finance accounts from the reason codes.
The Decision Desk
- An adjustment above the agent's limit, a goodwill above the schedule, a claim outside the window or mismatched proof goes to the loyalty supervisor in the Decision Desk with the computation and the proof, and only approve, approve a different amount with reason, request more proof, or decline with 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
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
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
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 proof is needed for missing points?
What the program terms require for the activity: the boarding pass or ticket number, the hotel folio, the partner receipt with its reference, or the promotion registration, uploaded through a link and checked against the accrual rules and the partner's feed.
Who can approve goodwill?
An agent within their authority for the failure type's schedule; above it, the loyalty supervisor in the Decision Desk with the computation and the failure's record.
Why reason codes?
Because points are a liability the finance team accounts for; every posting carries a reason code and an approver so the liability can be explained and audited.
Related processes
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