FAQs
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Customers
How do I change a customer's phone number?
1. Go to the ‘Customers’ section and locate the relevant customer.
2. To quickly find the customer, click on the search bar and type any part of the customer's name to filter the list.
3. Click on the ‘Edit’ button on the right side of the customer row. This will open a pop-up dialog where you can change the customer's phone number.
4. Click the 'Save' button to update the customer details.
How can I find inactive customers?
1. Go to the Customers section and click on the ‘Filters’ button on the top right.
2. From the dropdown menu of the ‘Status’ filter, select ‘Inactive’ and then click the ‘Apply Filters’ button.
Contract Form
What's the difference between scheduled arrears and contractual arrears?
The terms outlined in a contract may differ from the scheduled terms. For instance, a contract might specify weekly payments, but the actual repayment schedule could be set on a monthly basis.
Scheduled arrears apply when a missed payment extends beyond the week of its due date.
In contrast, contractual arrears apply as soon as a week passes without receiving payment.
How do I update details in the contract form after the loan is live?
"I need to update the customer's income and expenditure."
Once the contract goes live, the details on the contract form are locked to preserve the historical information at the time of activation. Consequently, you cannot update the income or expenditure details.
A future release will introduce an additional income and expenditure section in the Customer area.
This new feature will allow users to update income and expenditure at the customer level while still preserving historical versions within the contract agreements.
What information is needed to send pre-contract and contract forms?
All required fields in the contract form are marked with an asterisk (*) next to each input field label.
How can a customer upload a wage slip or proof of benefits for the application process?
1. Go to the ‘Customers’ section and find the relevant customer.
2. Open the dropdown section by clicking on the down arrow on the right of the row.
3. Click on the kebab menu (the three dots icon) and select the ‘Send Vault link’ option, which opens a pop-up dialog for confirmation. Click on the ‘Continue’ button to send the link.
4. The customer can follow the link to access their Vault and click the 'Upload' button to add any necessary documents.
Payments & Arrears
How do I set up a CPA?
1. Go to the ‘Collection’ section within the contract form and select the CPA payment method.
2. Fill in the required fields and save your changes by clicking the ‘Save’ button in the top right of the contract form.
3. To complete the CPA setup, go to the ‘Tasks’ section of the contract form and activate the toggle buttons for both the "CPA Form" and "Register Card" tasks.
4. Once selected, click the "Send" button in the top right of the ‘Tasks’ section. This will send the tasks to the customer’s Vault and send an email to the customer with a link to complete the tasks.
How do I change a transaction that I've entered incorrectly?
1. Go to the Transactions list within the contract details dropdown section and find the relevant transaction.
2. Click on the kebab menu ( the three dots icon) and select the ‘Reverse transaction’ option. This will open a pop-up dialog where you can specify the correct amount and add a note explaining the reason for reversing the transaction.
3. Click the "Save" button to create a new reverse transaction, which will appear in the transactions list along with any notes you made.
Why did the customer's debit card fail to redirect to Acquired?
The most likely issue when trying to redirect to Acquired is that the customer’s email address has been entered incorrectly.
How can I find failed CPA transactions?
There are two ways to find failed CPA transactions.
Option 1:
1. Go to the Rounds section and select the relevant round. This will display a list of all customers assigned to that round.
2. Look at the status column on the right side of the rows which indicates whether a CPA has failed
3. In the search bar, type any part of the term ‘Failed CPA’ to filter the list to show only customers with failed CPAs.
4. Click on the desired customer row to view their details and take any necessary action.
5. Use the arrow navigation buttons in the top right corner to move through your filtered list of customers with Failed CPAs.
Option 2:
1. Go to the Transactions Report section and click on the ‘Filters’ button on the top right.
2. From the dropdown filter menus select the following:
‘Category’ - select ‘Actual’
‘Transaction Type’ - select ‘CPA’
‘Status’ - select ‘Failed’
3. After selecting the relevant filter options, click the ‘Apply Filters’ button.
How can I find contracts in arrears?
1. Go to the Rounds section and select the relevant round. This will display a list of all customers assigned to that round.
2. Look for the status column on the right side of the rows.
3. In the search bar, type any part of the term ‘In Arrears’ to filter the list to show only customers with contracts in arrears.
4. Click on the desired customer row to view their details and take any necessary action.
5. Use the arrow navigation buttons in the top right corner to move through your filtered list of customers in arrears.
Reports
How do I create a RegData report?
1. To create a RegData report, click on the main menu button on the top right of the header bar.
2. Select the ‘RegData’ option under the Exports section of the main menu. This will open a pop-up dialog where you can specify the dates to include in your report.
3. Click the ‘Generate’ button in the dialog box, which will download the RegData export to your device.
If any errors are found in the report, a message will appear in the dialog box with instructions on how to correct the report once downloaded.
The error report will include a column to correct the missing data, so once you've made the corrections, send the report to SDX via the email address provided in the dialog box. The SDX team will then update your database with the missing information. Once this process is complete, you can repeat steps 1-3 to download the complete RegData report.
What's the difference between a 'Report' and an 'Export'?
A 'Report' is an interactive report within the software, which includes relevant dropdown sections & functionality to enable various actions to be taken whilst analysing the data.
An 'Export' is also a type of report, which is a downloadable data set exported in spreadsheet format, for use in software such as Excel. This format is ideal for managing larger sets of data that require analysis tailored to your specific needs.
Surveys
How are we charged for surveys?
We offer survey packs that can be uploaded to your CCA Digital system.
Each time you send a survey, the number of available surveys will decrease by one.
Your credit balance can be found at the bottom of the main menu sidebar.
We use a similar counter to measure the number of document packs sent from the system.
The charge is applied once the survey is sent, even if it is not returned because SDX incurs the underlying SMS cost regardless of whether the survey is returned.
Contact us if you need to top up your credits.
How do I send a survey?
1. Go to the ‘Tasks’ section of the contract form and activate the toggle button for the Survey task.
2. Once selected, click the "Send" button in the top right of the ‘Tasks’ section. This action will send the tasks to the customer’s Vault and send an email to the customer with a link to complete the survey.
When should I send the Surveys?
The CCA recommends the following timeline for sending out surveys:
Start of Loan Survey: Send the first survey within two weeks of the loan commencement.
Mid-Term Loan Survey: For loan terms longer than 25 weeks, it is advisable to send a mid-term survey, approximately in the middle of the contractual loan term.
End of Loan Survey: The final survey should be sent two weeks before or after the completion or settlement of the loan.
How often should I survey my customers?
It depends on the size of the book and the number of loans granted.
If you conduct more than 100 loans per month, consider randomly sampling 50% of them.
If you conduct less than 100 loans per month, you could survey all of them.
Remember, there is no set rule; you know your customers best and should decide on that basis.
Can the wording in surveys be changed?
"I'm a sole trader and don't have agents, so the wording in the current surveys doesn't apply to my business. Can I change the wording?"
We can change the wording to reflect that you are a sole trader, replacing the word "Agent" with your preferred term.
Contact us if you need assistance with the wording.
Where are the survey results?
To view the Survey results, click on the main menu button on the top right of the header bar.
Select the ‘Surveys’ option under the Reports section of the main menu.
Do surveys expire?
By default, surveys do not expire, so if you send a survey and it's not completed for a while, it will still be active and accessible in the customer's Vault.
My customer hasn't received their survey and I don't want to waste money sending two, what should I do?
1. Go to the ‘Customers’ section and find the relevant customer.
2. Open the dropdown section by clicking on the down arrow on the right of the row.
3. Click on the kebab menu (the three dots icon) and select the ‘Send Vault link’ option, which opens a pop-up dialog for confirmation. Click on the ‘Continue’ button to send the link.
4. The customer can follow the link to access their Vault, where the Survey task will be available for them to complete.
How do I send a survey to a current customer without sending a loan application?
The process for sending a survey task is the same as sending a survey with a loan application; you simply select the survey task only.
1. Go to the ‘Tasks’ section of the contract form and activate the toggle button for the survey task.
2. Once selected, click the "Send" button in the top right of the ‘Tasks’ section. This action will send the tasks to the customer’s Vault and send an email to the customer with a link to complete the survey.
For more information, use the search bar, check through the help guide, or call the SDX team if you want to talk to us.
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