FAQs

Do you have to live in UK mainland to apply for finance?

To be able to apply for finance, you must live in either Northern Ireland, the UK mainland or Isle of Wight.

Can someone else apply on the customer's behalf?

Yes, someone else may apply for finance on behalf of the customer as long as everything provided is in that person's name. We cannot guarantee as to whether they will be accepted or not.

Can a customer apply using their business details?

All finance applications must be applied for with personal details, unfortunately, we do not allow business details to be used.

How long does my customer have to complete their application?

The customer has 90 days to sign their agreement and pay their deposit, before the application is cancelled due to inactivity.

The customer is receiving an error code when trying to apply, what do they do?

Here you can find a detailed explanation of our error codes. You can direct customers to email our support team at [email protected], and we will be more than happy to assist.

I have forgotten my password to login to Backoffice, how to I login?

Here you can reach our login page. Just click 'Forgotten Password, input your username and a password reset link will be sent to the email address linked to your account.

How do I create a test account?

Once logged in to Live Backoffice, click your name in the top left hand corner, then 'Create Test User'.

The application has been referred, how long will it take for a decision to be made?

It is likely the underwriting team at your lender require's some further information from the customer before decisioning the application. Check the notes at the bottom of the application as you will be able to see if an email has been sent to the customer. Refers are looked at within an hour during normal office hours.

Customer wants the goods delivered to an alternative address can we do this?

This is possible in some circumstances, however you will need to get approval from the underwriters before you can deliver the goods to an alternative address. You can contact them via the 'Email Underwriter' button on the application on Backoffice.

The customer wants to collect the goods in-store, is this allowed?

Unfortunately not, if the application was made online, the goods must be delivered and signed for at the address on the credit application.

What happens to the customer's payments when an application is part-refunded?

The customer's repayments will be recalculated and reduced to take the part refund into account. The lender will be in touch with the customer directly to discuss this.

I am trying to cancel the application via back office, but I am receiving an error, why is this?

This means their has been a failure to refund the deposit back to the customer, which is causing the cancellation to fail. Just email a cancellation request over to our support team, and we will be able to manually refund the deposit and cancel the credit application.

Do you have an integration guide?

Yes, here is a link to our integration guide.

If you have any other questions, please do not hesitate to email us at [email protected], and we will be more than happy to help.