Supplier refund recovery

How do we claim the refund from each supplier after a cancellation, chase it until it is received, and reconcile it to the customer's refund?

Treat each supplier refund as a receivable with a claim, a clock and a match. When a booking is cancelled, Callvu identifies every component the agency prepaid or will be charged for (the hotel through a wholesaler, the car, the tour, the cruise deposit, the airline ticket refunded through the settlement plan), computes the refund due from each under the supplier contract terms, raises the claim through the supplier's channel with the cancellation number and the terms cited, chases each supplier on the contract's payment period, reads the remittance or the credit note on arrival and matches it to the claim, routes a short payment, a refusal or an overdue claim to the accounts team in the Decision Desk, and writes the claim, the receipt and the reconciliation to the customer's refund in the booking system and the ledger.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, write back

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Last updated November 7, 2026.

The problem today

The agency refunded the customer in a week and chased the wholesaler for the money for four months.

Today, without Callvu

When an agency prepays a supplier and the booking is cancelled, the agency becomes a creditor: the customer's refund goes out under the agency's obligations, and the supplier's refund comes back when someone asks, in the supplier's format, on the supplier's schedule. Unclaimed and unmatched supplier refunds are a quiet leak in every agency's margin, and the reconciliation to the customer refund is reconstructed at month end.

Each supplier contract sets the refund due by notice period and the payment terms; the cancellation number proves the claim; the settlement plan or the wholesaler's portal is the channel; the remittance or the credit note must be matched to the claim and to the customer's refund. It is a receivable with a clock, and it should be run like one.

A claim raised the day of the cancellation, with the terms cited, is paid; one raised at month end is argued.

How it runs

From the requestto the system of record.

A booking with prepaid or agency-liable components is cancelled (through the cancellation processes). Callvu opens one claim per supplier component.

Suppliers and wholesalers: Receive the claims through their channels and remit or issue credit notes.
Accounts team: Decides short payments, refusals and overdue claims in the Decision Desk.
Customer: Receives their refund under the agency's obligations, independent of the supplier's timing where the rules require.
Callvu: Computes, claims, chases, matches, routes and writes back.

Compute and claim
Each prepaid or agency-liable component is identified from the booking with the supplier, the amount paid, the cancellation date and number, and the supplier contract's refund terms by notice period; the refund due is computed and the claim is raised through the supplier's channel (the settlement plan's refund application for air, the wholesaler's portal, the supplier's accounts email or API) with the cancellation number and the terms cited.
Chase and verify
Each claim is chased on the contract's payment period with the agency's reminder schedule; the remittance advice or the credit note is read on arrival and matched to the claim (the booking reference, the amount, the currency, any deduction), and the receipt is matched to the bank or the settlement statement; a deduction is checked against the terms.
Decide
A claim paid in full is closed by rule; a short payment, a refusal citing the terms, a claim overdue past the period, or a supplier in financial difficulty goes to the accounts team in the Decision Desk with the claim, the terms and the correspondence and only the allowed outcomes (accept the deduction with the reason, dispute with the contract clause, escalate to the supplier's management, write off above the threshold with approval, or claim under the supplier's bond or the insolvency protection).
Reconcile and write back
The claim, the receipt, the deduction and the decision are written to the booking system against the customer's refund and to the ledger, the customer's refund is confirmed as recovered or carried as the agency's cost, and the supplier's performance record is updated with the payment timeliness.

Where it ends: Every supplier refund was claimed on the day of the cancellation with the terms cited, chased on the contract's clock, matched on receipt, and reconciled to the customer's refund in the booking system and the ledger. The Decision Trace shows the computation and any decision; the Audit Trace shows the claim, each chase and the receipt 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

Supplier contract terms: Each supplier or wholesaler contract sets the refund due on cancellation by notice period, the deductions permitted, the refund channel and the payment terms (commonly within thirty days of the claim), and the dispute process; the airline refund runs through the settlement plan's refund application with the carrier's processing period; the claim cites the clause and the computation applies it.
US DOT refund rules (14 CFR 260) for the customer's refund where the agency is the merchant: A ticket agent that is the merchant of record must refund the passenger within the DOT periods regardless of when the carrier refunds the agent, so the customer refund and the supplier recovery run as separate clocks and the reconciliation records the gap.
Supplier insolvency and bonding protections (the airline settlement plan's default rules, the state seller of travel bonds, the EU package travel insolvency protection): Where a supplier fails, the agency's recovery runs through the settlement plan's default procedures, the supplier's bond or the insolvency protection, which the accounts team invokes from the Decision Desk with the claim record as evidence.

Company policies

Every prepaid component gets a claim on the day of the cancellation with the terms cited; nothing waits for month end.
Each claim has a clock from the contract and is chased on it.
Receipts are matched to the claim and to the customer's refund; deductions are decided by a person.
The booking system and the ledger are the systems of record for the claim and the reconciliation.

Controls

Component identification and refund computation under the terms.
Claim through the supplier's channel with the cancellation number.
Chases on the payment period.
Remittance and credit note matching.
Decision Desk for short payments, refusals and overdue claims.
Booking system and ledger write with reconciliation.

Clocks and deadlines

Claim: Raised on the day of the cancellation.
Supplier payment period: The contract's period (commonly thirty days), with chases before and escalation after.
Customer refund: The agency's obligation on its own clock, independent of the recovery where the rules require.

Documents and checks

The claim with the computation and the cancellation number
Each chase and the supplier's responses
The remittance or credit note and the match
Any decision
The reconciliation in the booking system and the ledger

In the Decision Trace

The computation and the terms applied.
The match and any deduction check.
Any decision and the person.

In the Audit Trace

The claim with time.
Each chase with time.
The receipt and the reconciliation.

The handoff

Between the front doorand the back office.

The front door

None for the customer; the claim starts from the cancellation; suppliers receive it through their channels.

The back office

The accounts team decides only short payments, refusals and overdue claims; the claims and the matching run by rule.

The Decision Desk

A short payment, a refusal, an overdue claim or a supplier in difficulty goes to the accounts team in the Decision Desk with the claim and the terms and only accept the deduction, dispute with the clause, escalate, write off with approval, or claim under the bond.

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.

When is the supplier claim raised?

On the day of the cancellation, through the supplier's channel, with the cancellation number and the contract's refund terms cited and the amount computed.

What if the supplier pays less?

The deduction is checked against the terms and goes to the accounts team to accept with the reason, dispute with the clause, escalate or write off with approval.

Does the customer wait for the supplier?

Not where the rules make the agency liable on its own clock; the customer refund and the supplier recovery are reconciled, and the gap is recorded as the agency's cost until recovered.

Related processes

Full trip cancellation and unwind Hotel and car cancellations Refund request Corporate invoice dispute Try it in the sandbox All travel and ecommerce processes

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