Requesting Additional Data from Customers

Resolve's underwriting team may request additional financial information when performing a credit check on your customers' applications. This is most often in the form of collecting banking data via an open-banking tool (such as Plaid), requesting bank statements, and/or asking for a personal guarantee. To ensure your customers' data is handled securely, we encourage your customers to provide their banking data and sign personal guarantees through Resolve's Accounts Payable dashboard. 

To reduce manual work for both your team and Resolve, we have built a workflow into our product to invite your customers to securely provide any additional information through their Resolve dashboard.

Merchant control and settings

Resolve is aware of the sensitive nature of business relationships, and therefore allows you to indicate which of your customers we may or may not reach out to directly. When you submit a customer for a pre-approval credit check, you will be asked the following question: “Can Resolve contact this customer directly if additional financial documentation is required?”

• If you indicate "Yes", Resolve will reach out to your customer directly if additional financial information is needed (screenshot of the email your customers will receive is shown later in this article).
• If you indicate "No", Resolve will reach out to you requesting that you trigger the email to your customer (same email mentioned above).

If you have the preference to always answer one way or the other, we can set your default for you. Reach out to your assigned Customer Success Manager and they will update your account settings.

Merchant dashboard

Any of your customers that Resolve has asked for permission to contact will be clearly highlighted in the "Action required" table in the Overview page of your dashboard. This table includes any customer that Resolve has asked for additional from, whether they are awaiting a new credit check, an adjustment request, or reinstatement. Customers will remain visible in the table until one of the following occurs: (1) Resolve issues a decision on the pending credit check, adjustment, or reinstatement request, (2) you decline to forward the request to your customer, or (3) the buyer declines to provide the additional information.

Additionally, in the "In credit review" tab on the Customers page of your Resolve Dashboard you are able to see which customers pending new credit decisions Resolve has requested additional data from. You can easily trigger an email to your customer requesting additional financial information by clicking on the "Request additional data" button.

Alternatively, if you do not wish your customer to provide additional information you may decline Resolve's request. Declining our request will result in a declined credit decision.

Emails

This is the email that your customers will receive from Resolve (triggered either by Resolve or by you):

This is the email that you will receive when Resolve requests additional information from customers that you have indicated we cannot reach out to directly:

Buyer Experience

After clicking the through the email, your customers will be prompted to create an account with Resolve (if they do not already have one). After completing account creation they will be taken to the Overview page of Resolve's Accounts Payable dashboard, where they will see the pending requests in the "Actions required" table.

Verifying business revenue - your customers can link their bank accounts or upload bank statements through the "Financial accounts" tab in the Settings page of their dashboard.

Signing a personal guarantee - your customers can add a business owner and sign a personal guarantee in the "Personal Guarantee" tab in the Settings page of their dashboard.

Your customers may decline to provide additional data. If they decline our requests, they will be warned beforehand of any resulting decline in credit check, adjustment request, or reinstatement.