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Knowledge Base

INTRODUCTION

Knowledge Base

Welcome to the CCA Digital help guide, our new knowledge base, designed to help you make the most of the CCA Digital system.

It contains comprehensive information on every aspect of the system, including the latest developments. We invite you to explore it and share your feedback with us, so we can tailor the guide and the CCA Digital platform to suit your needs.

FAQs

Search

Use the AI-powered search tool at the top right of this help guide to search for keywords and ask questions.

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.

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.

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.

For more information, use the search bar, check through the help guide, or call the SDX team if you want to talk to us.

Contact Us

Feel free to contact our team if you need any help or advice.

We also welcome your feedback as it helps us improve the system and enables us to meet your needs more effectively.

Open Monday - Friday 9am - 5pm

AREAS

Contracts

The contracts area displays each contract, one by one.

Scan and search the list for vital information
Create new loans
View and edit contracts
Collect and record payments
Manage contracts with various actions
View contract summary, transactions, and notes

Search

Type in the search bar to filter the results of the contracts list.

Filter

You can easily filter the contracts list by selecting options from the dropdown menus in the round or status columns.

Create Contract

Select Customer

To create a new contract, first click "Create" on the right. Then, select the relevant customer and the new contract form will open with pre-filled customer details.

To create a contract for a new customer, first create a customer profile in the customer area which is found in the main menu.

Customer details which are pre-filled are the same as those in the customer section. However, other details, such as income and expenditure, must be filled in. To duplicate all details, click the "Reloan" button instead, but note that it's not for refinancing. It quickly creates a new loan with the same information as a previous one, without establishing any connection to the original contract.

Customer Tasks

Use the toggle buttons to select the relevant tasks that you would like to send to the customer.

Customer & Address

The customer details are auto-filled, with options to change the customer or edit the existing customer details.

If you edit customer details here it will update the changes universally.

Loan Agreement & Round

Fill in the required form fields to specify the contract terms, view the calculated rates and select the round for collection.

For customers with existing loans, make sure to assign the new loan to the same round to improve workflow efficiency.

Know Your Customer

Fill in the relevant form fields to specify the customer's identification and status.

Application & Employment

Fill in the relevant form fields to specify the customer's application request and employment status.

Requests & Privacy Consent

Confirm customer requests and privacy notice consent using the date pickers and toggle buttons.

Income

Fill in the relevant form fields to break down the customer's weekly income and view the calculated monthly totals.

Expenditure

Fill in the relevant form fields to break down the customer's weekly expenditure, view the calculated monthly totals and consider the affordability of the loan.

Send Customer Tasks

Scan through the loan form to check for any missing vital information and send the tasks to the customer.

Once the tasks have been sent, it is still possible to edit the loan form and you can also download or resend tasks.

Customer Tasks

When you send the tasks to the customer, they will receive an email and text message with a link to follow. Tasks are completed in order, one by one.

Customers will log in using their date of birth and postcode so make sure these details are correct before you hit send.

Lend

When the customer has completed the assigned tasks, the contract status will change to "Returned". To change the contract status to "Live", click the "Lend" button on the top right. Once the contract is live, it is not editable, so please make sure all the details are correct before confirming.

The system does not transfer outgoing payments to customers, so you need to transfer the money to the customer externally.

Resend Tasks

If you have forgotten to send certain tasks or need to resend tasks to the customer, click the kebab menu on the right and select the "Resend" option; once all tasks are selected, click the "Send" button.

At present, if the customer has not finished the initial tasks that were sent, you need to resend all the tasks again, as it will overwrite the previous tasks sent. Our team is currently working on resolving this issue so that, in the future, you will be able to send additional tasks without needing to resend everything.

Payments

Take and record payments using default options or a custom amount.

Select "Card (Acquired)" to make live card payments using the Acquired payment service. Select the payment type "Card (Manual)" to record card payments that are processed with a third-party service.

Non-Payments

Record a non-payment, specify the next payment date, and make notes.

Open Contract

Click the open button to view the contract form details. You can also void the contract, reloan to the same customer and send/resend tasks.

Once the contract is live, it is not editable.

Contract Summary

Click the arrow on the right of each row to expand and view the contract summary, transactions, and notes.

Vault

Click the "Vault" button to access the customer's historical documentation and upload new documents for your customer. The vault is accessible to both the company and the customer.

Reloan

If you want to create a new loan based on the same customer information, click the "Reloan" button. All information about the customer is auto-filled including income and expenditure. The only information you need to add is the "Loan agreement" and "Know your customer" sections.

If you create a new loan using the create button on the top right instead, it will only load the basic customer information.

The "Reloan" option is not a refinancing option and is not connected to any existing loan.

Manage Cards

To manage your customers' payment cards, click the "Cards" button. From there, you can add new cards, select primary and secondary cards, and store inactive cards. Our payment system is integrated with Acquired payment technology, ensuring secure payment processes for both your company and your customers.

Acquired store the card details, so you don't need to; your system only stores the last four digits, expiry date and customer name.

Prioritise Cards

Specify primary and secondary cards by clicking the kebab menu options.

Payments that fail with the primary card will attempt to charge the secondary card before it is considered a failed payment.

Call Customer

Call the customer using their current phone number, record a reason for the call and take notes.

The "Call" button has the ability to initiate phone calls on all devices that support call functionality.

No Answer

If the customer does not answer your call, toggle the "No Answer" button, specify a reason for the call, add notes and set a callback date if necessary.

Reschedule

To reschedule the contract agreement, click on the kebab menu on the right of the summary and select the "Reschedule" option. The input fields will be auto-filled with the current agreement details, which you can edit as necessary. Specify the reason for rescheduling, such as the need for breathing space, forbearance, or general rescheduling. You can also add a more detailed note to provide additional context if required.

Settle

If you want to settle the contract agreement, click on the kebab menu on the right of the summary and choose the "Settle" option. Then, select the payment type and settlement type and confirm.

This will change the loan status from "Live" to "Paid". If you'd like to update the status from "Paid" to "Closed", open the contract form and click the "Close" button on the top right.

We are working on improving this process to make it more efficient, and it will be updated in a future release.

Write-off

If you wish to write off the contract, click on the kebab menu on the right of the summary, choose the "Write-off" option and confirm. This will change the loan status from "Live" to "Closed".

Change Round

If you need to change the round for a customer's contract, select the "Change round" option in the kebab menu on the right of the summary, select the new round and save the change.

CPA Collection Time

To change the time for collecting a customer's CPA payments, select "Collection Time" from the kebab menu on the right of the summary, enter the new time, and save the changes.

Transactions

In the transactions section use the toggle bar on the right to switch between Actual, Scheduled, and Contractual lists. Click the chevron arrow in the date column to sort the list by date order.

The scheduled transactions may vary from the weekly contractual schedule, when payments are collected fortnightly or monthly instead of weekly.

Reverse Transaction

Select the "Reverse Transaction" option from the kebab menu on the right of the transactions list, specify the transaction you'd like to correct, select the reason, add a note and confirm the correction.

The transactions list is read-only to ensure accurate accounting. Reversing or correcting a transaction will create a new entry with notes referencing the original transaction.

Credit

To make a credit transaction, click the "Credit" option from the kebab menu on the right of the transactions list, specify the amount and reason for the credit and add any necessary notes. This will appear in your "Actual" transactions list.

Debit

To make a debit transaction, click the "Debit" option from the kebab menu on the right of the transactions section, specify the amount and reason for the credit, and add any necessary notes. This will appear in your "Actual" transactions list.

Notes

View all notes related to the customer and the contract and use the search bar to filter the results. To add a new note, click the "Create" button on the top right of the notes section, select the category, add notes about the customer or contract and save.

Consumer Duty Surveys

Send consumer duty surveys to customers at the beginning, middle and end of the contract cycle to fulfil FCA’s requirements.

To ensure compliance, the surveys have been developed in collaboration with the CCA.
The mobile-first design is user-friendly, allowing customers to answer the surveys quickly and efficiently.
Customers are asked questions in the form of statements and are given a scale of 1 to 5 to indicate their level of agreement or disagreement.

Send Survey

To send a survey to a customer, open the contract form, click the toggle button on the right in the task row, and click the "Send" button.

The CCA suggests the following timeline for sending out surveys:

Start of loan survey - The first survey should be sent within two weeks of starting the loan.

Mid-term loan survey - For loan terms over 25 weeks, mid-term surveys are recommended.

End of loan survey - The final survey is sent 2 weeks before/after completion of the loan.

Complete Survey

Once the survey is sent to the customer, they will receive an email and text message containing a link to access the survey. The customer can then login and review the statements provided. They will rate their level of agreement or disagreement on a scale of 1 to 5 by clicking on the numbered buttons. If the customer wishes to change their answers, they can use the arrows located in the top right corner to navigate through the questions and edit their responses. Once they are satisfied, they can click the "Send" button and a confirmation dialog will reassure them that their survey has been completed and sent successfully.

Customers will log in using their date of birth and postcode so make sure these details are correct when adding a new customer to the system or editing an existing customer's details.

Survey Results

After the customer has completed the survey, the customer task row in the contract form will change status from "Sent" to "Complete".

To view the results of all completed surveys, please go to the surveys page in the reports section:

Customer Upload

Customers can upload required documents such as proof of I.D. or address by clicking the "Upload" button on the top right of their "Vault".

The customer has access to the Vault from the very first time you send them a task to complete.

Customers

The customer area displays each individual customer, past & present.

Scan and search the customer list for vital information
Create and edit customer profiles
Create new loans
Collect and record payments
Manage customers and contracts with various actions
View customer summary, contracts, transactions and notes

Search

Type in the search bar to filter the results of the customers list.

Create Customer

To create a new customer click the "Create" button on the top right. Fill in the relevant details and click the "Submit" button.

Customers will log in using their date of birth and postcode so make sure these details are correct when adding a new customer or editing an existing customer's details.

Create Contract

To create a new contract for a customer first click "Loan" on the right of the customer row.

You need to create a new customer profile before you can create a new loan.

Customer Tasks

Use the toggle buttons to select the relevant customer tasks.

Customer & Address

The customer details are auto-filled, with options to change the customer or edit the customer details. If you edit customer details here it will update the changes universally.

Customer details which are pre-filled are the same as those in the customer section. However, other details such as income and expenditure need to be filled in. To duplicate all details from a previous contract, click the "Reloan" button instead, in the contract section. Please note that it's not for refinancing, it quickly creates a new loan with the same information as a previous one, without establishing any connection to the original contract.

Loan Agreement & Round

Fill in the required form fields to specify the contract terms, view the calculated rates and select the round for collection.

For customers with existing loans, make sure to assign the new loan to the same round to improve workflow efficiency.

Know Your Customer

Fill in the relevant form fields to specify the customer's identification and status.

Application & Employment

Fill in the relevant form fields to specify the customer's application request and employment status.

Requests & Privacy Consent

Confirm customer requests and privacy notice consent using the date pickers and toggle buttons.

Income

Fill in the relevant form fields to break down the customer's weekly income and view the calculated monthly totals.

Expenditure

Fill in the relevant form fields to break down the customer's weekly expenditure, view the calculated monthly totals and consider the affordability of the loan.

Customer Tasks - Mobile

When you send the tasks to the customer they will receive an email and text message with a link to follow. Tasks are completed in order, one by one.

Customers will log in using their date of birth and postcode so make sure these details are correct before you hit send.

Activate Loan

Once the customer has completed the requested tasks and you have transferred the loan amount to the customer, click the lend button to activate the loan contract.

The loan application cannot be edited once you confirm to lend so make sure all the details are correct before confirming.

The system does not transfer outgoing payments so you need to manually transfer the money before you click the lend button.

Resend Tasks

If you have forgotten to send certain tasks or need to resend tasks to the customer, click the kebab menu and select the resend option. Once all tasks are selected click the send button.

Edit Customer

To edit the customer details, click on the "Edit" button and change the relevant details.

Customer details will be updated throughout the system except in the original contract form during a live loan as it is intentionally uneditable.

Vault

Click the "Vault" button to access the customer's historical documentation and upload new documents for your customer. The vault is accessible to both the company and the customer.

Prioritise Cards

Specify primary and secondary cards by clicking the kebab menu options.

Payments that fail with the primary card will attempt to charge the secondary card before it is considered a failed payment.

No Answer

If the customer does not answer your call, toggle the "No Answer" button, specify a reason for the call, add notes and set a callback date if necessary.

Payments

Take and record payments using default options or a custom amount.

FAQs

Search

Use the AI-powered search tool at the top right of this help guide to search for keywords and ask questions.

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."

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.