Points transfer and pooling
How do we process a points transfer or pooling request with both members' identities verified, the program's limits applied, and the balances updated?
Verify both sides before any points move. Callvu identifies the sending member with the authentication the program requires for a withdrawal of value, takes the transfer or pooling request (the receiving member, the amount, or the household pool to join or create), verifies the receiving member's identity and consent on their own device, checks the request against the program terms (the eligible relationships for pooling, the transfer limits per period, the fees, the receiving account's standing, the points' expiry and whether transferred points keep it), chases a missing consent or proof of relationship through a link, routes a flagged transfer (a new recipient after an account change, a pattern of transfers to one account, a receiving account under review) to the loyalty desk in the Decision Desk, and writes the movement to the loyalty system, the system of record, with both members told.
In scopeSimpleCallvu moves: chase and verify, write back
Last updated November 7, 2026.
The problem today
The points were transferred to an account created that morning by someone who had the member's password, and the program paid for the flight.
Transfers and pools move value between accounts, which makes them the fraudster's exit: take over an account, transfer the points to a fresh one, redeem. Legitimate transfers (a family pool, a gift to a child, points to a partner) are the same transaction from the program's side. An agent processes the transfer on the sender's word; the recipient is never asked; the limits are a guideline.
The program terms set the rules: who may pool (a household, named family members), the limits per period, the fees, whether transferred points keep their expiry, and the standing both accounts must be in. The fraud policy adds the flags: a recipient created recently, a transfer after a change of contact, a pattern to one account. Both members are parties; both should verify and consent.
A transfer both members confirmed on their own devices, within the limits, is one the program can honor.
How it runs
From the requestto the system of record.
A member requests a transfer or a pooling arrangement in the app, on the website or by phone. Callvu authenticates them and opens the request.
- Sending member
- Authenticates, enters the request and confirms.
- Receiving member or pool members
- Verify identity and consent on their own devices, and supply proof of relationship where the terms require it.
- Loyalty desk
- Decides flagged transfers in the Decision Desk.
- Callvu
- Authenticates both sides, checks the terms, chases, routes and writes.
Authenticate and take the request
The sending member is authenticated at the level the program requires for a withdrawal of value, and the request is taken: the receiving member (by member number and name), the amount, or the household pool to create or join with its members; the sender's account (the balance, the standing, recent account changes, prior transfers in the period) is prefilled.
Chase and verify the other side
The receiving member (or each pool member) receives a link on their own contact to verify identity and consent to the transfer or the pool, and to supply proof of the relationship where the terms require it for pooling (a shared address, a family relationship); the consent and the proof are read and checked, and the receiving account's standing is checked.
Apply the terms and decide
The request is checked against the program terms: the eligible relationship for a pool, the transfer limit per period for each side, the fee and its payment on a secure screen, the points' expiry treatment, both accounts in good standing; a request within the terms with both consents and no flags proceeds by rule; a flagged transfer (a recipient account created within the policy's period, a transfer within the fraud window after a change of contact or password, a pattern to one account, an account under review) goes to the loyalty desk in the Decision Desk with both accounts and only the allowed outcomes (approve, require additional verification, hold, or decline with the reason).
Write back
The movement is written to the loyalty system, the system of record, against both accounts with the consents and the fee, both members receive the confirmation, and a pool's membership and rules are recorded so accruals and redemptions follow them.
Where it ends: Both members verified and consented on their own devices, the terms and the limits were applied, the flags were decided by a person, and the loyalty system holds the movement against both accounts. The Decision Trace shows the authentication, the term checks and any decision; the Audit Trace shows both consents, the fee and the write 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 for the sender; the recipient on their own device from their own link.
The back office
The loyalty desk decides only flags; the loyalty system is written by the process.
The Decision Desk
- A transfer to a recently created account, within the fraud window after an account change, in a pattern to one account, or involving an account under review goes to the loyalty desk in the Decision Desk with both accounts and only approve, re-verify, hold, 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
Reviewers can be inside or outside the company. An outside reviewer needs no account: they open the case from a link sent by email or text and decide in the Decision Desk, never by replying to an email.
CAP-08 · 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.
Does the recipient have to do anything?
Yes. They verify their identity and consent on their own device from their own link, and supply proof of the relationship where the terms require it for a pool.
What limits apply?
The program terms' transfer limits per member per period, the fees, the eligible relationships for pooling, and both accounts in good standing, all checked by rule.
Why would a transfer be held?
When the fraud rules flag it: a recipient account created recently, a transfer soon after a change of contact or password, a pattern to one account, or an account under review; the loyalty desk decides.
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