Customer Notification Purposes and Triggers

The following table provides details of Customer Notifications available in the system.

The Purpose column describes actions implemented with default template texts. You can edit the texts, ensuring new purposes or removing some of them.

	Purpose	Triggering Event	Comments
General system notifications
Welcome message	Welcome new Customer in the company	A new Customer has registered in the system (via front office, back office, Customer import or public API)	SMS can only be sent if the phone number is available.
Password reset	Inform the Customer that a password reset has been requested Provide link to the password reset page	The Customer has requested a password (Login page) Manager resets the client's password (Tools → Customer Management)
Loan status notifications
Approved	Inform the Customer that the Loan Application has been approved Provide link to the schedule Provide contact point details	Loan status changed to Waiting for Customer signature or Approved
Rejected	Inform the Customer that the Loan Application has been approved Provide the rejection reason Suggest applying for a different loan	Loan status changed to Rejected
Waiting for a decision	Inform the Customer about the loan approval status Notify the Customer that they might be contacted by an Underwriter Provide contact point details	Loan status changed to Waiting for approval The loan application has passed all evaluations defined for the corresponding credit product and has been submitted for approval by an Underwriter.
Loan disbursement	Inform the Customer about the loan disbursement Provide contact point details	Loan status changed to Active The loan amount has been disbursed (according to the banking details provided by the Customer - to the Customer or vendor).
Written off	Inform the Customer that the Loan has been written-off Suggest applying for a different loan later	Loan status changed to Written-off	The loan can be written off manually by the Collector ("Collection" workplace) or automatically when the outstanding amount is less than the Write-Off Tolerance.
Full repayment	Inform the Customer that the Loan has been fully paid-off Thanks the Customer for cooperation Invite the Customer to apply for a different loan	Loan status changed to Repaid Full loan amount, including all the interests and fees has been paid off.
Canceled	Inform the Customer that the Loan Application has been cancelled Provide the cancellation reason Provide contact point details	Loan status is changed to Canceled.	The loan can be cancelled by the Customer or by any of the approvers at every stage of the loan application processing
Loan offer confirmation	Inform the Customer that the Loan offer has been prepared Invite the Customer to accept the Loan offer Provide contact point details	Loan status is changed to Loan offer confirmation The loan application has collected all the approval and has been approved by the Underwriter, but requires Loan Offer to be confirmed by the Customer.	The need for the loan offer confirmation depends on the credit product status The loan offer will be available to the Customer in the Borrower's portal.
Loan offer confirmation expired	Inform the Customer that the offer confirmation period has expired Inform the Customer that the loan application has been canceled Invite the Customer to apply for a new loan Provide contact point details	Loan status is changed to Loan offer confirmation expired Loan offer was made and hasn't been confirmed by the customer within the required term
Loan restructured	Inform the Customer that the loan has been restructured Provide contact point details	Loan status has changed to Loan restructure	Loan can be restructured by the Loan Manager ("Servicing" workplace)
Awaiting initial payment	Inform the Customer that the payment is expected Inform the Customer that the loan application will not be processed further until the payment is made Provide information about the payment expiry date Provide a link to check the payment schedule on the Borrower's portal	Loan application has been originated and its status has changed to Pending payment (pre-approval) Loan application has been approved and it status has changed to Pending payment (pre-disbursement)	Whether the payment is required depends on the credit product settings
Initial payment is expired	Inform the Customer that the initial payment period has expired Inform the Customer that the loan application has been canceled Invite the Customer to apply for a new loan Provide contact point details	Loan application was in the Pending payment (pre-approval) or Pending payment (pre-disbursement) state. AND Pre-approval or pre-disbursement payment was requested and has not been paid as of the expiry date. Loan status has changed to Initial payment expired
Payments
Partial payment	Inform the Customer that the payment has been received Inform the Customer that the amount paid is less than the scheduled payment amount Inform the Customer how much has to be paid to cover the scheduled payment amount Provide contact point details	Payment for an active Loan has been received but it is less then the scheduled payment amount. (The installment is repaid in part). Loan status is changed to Past due .
Full payment	Inform the Customer that the payment has been received Inform the Customer that the amount paid covers the scheduled payment amount Inform the Customer when the next payment is due Provide contact point details	Payment for an active Loan has been successfully performed and is enough to cover the scheduled payment amount (The installment is repaid in full).
Payment is greater than the scheduled amount	Inform the Customer that the payment has been received Inform the Customer that the amount paid covers the scheduled payment amount Inform the Customer that the payment exceed the scheduled payment amount Inform the customer about changes of the schedule, next payment date and next payment amount Provide links to payment schedules on the Borrower's portal Provide contact details	Payment for an active Loan has been successfully performed and is enough to cover the scheduled payment amount and some more funds are left. The leftover funds have been distributed in compliance with the repayment allocation purposes.	Allocation of the extra repayment depends on the credit product settings (repayment priority)
Partial debt repayment	Inform the Customer that the debt repayment has been received Inform the Customer that the amount paid doesn't cover the debt in full Let the Customer know how much more is needed to cover the debt in full Provide contact details	Loan is in Past due state, and a repayment has been received that only covers a part of the existing Past Due Debt.
Debt repayment	Inform the Customer that the debt repayment has been received Inform the Customer that the amount paid has covered the debt in full Provide information about the next scheduled payment date and amount.	Loan was in Past due state, and a repayment has been received that covers the existing Past Due Debt in full AND There are still regular scheduled payments on the loan Loan status has change to Active
Card expired	Inform the Customer that the bank card defined in their banking details has expired Request the Customer to update the information	Customer banking details are available in the system AND It is the first day of the month next to the last month of the card term.
Notice of NSF payment error	Inform the Customer that on the current data payment for a specific loan has fails due to non-sufficient-funds in the bank account. Give customer a hint that this could happen due to the additional fee of the bank Provide details of the contact point	Loan is in Active, Past Due or Pending payment status AND A payment has been made AND The payment failed due to insufficient funds on the account
Notice of payment error	Inform the Customer that funds couldn't be automatically charged from their banking account Provide details of the contact point	Loan is in Active or Past Due status AND Auto-charge is enabled to automatically collect the scheduled amount on the due date AND Payment has failed for a reason other then NSF error.
Upcoming card expiration	Inform the Customer that a bank card defined in their banking details is about to expire	Customer banking details are available in the system AND It is a certain number of days to the end of the card validity term	Number of days before the notification is adjustable per company
Initial payment is paid partly	Inform the Customer that a payment has been received Inform the Customer that the amount received doesn't cover the whole initial payment Provide information on the full amount to be paid and how much is missing. Inform the customer that the loan application will not be processed until the payment is done in full Provide contact point details	Loan application is in the Pending payment (pre-approval) or Pending payment (pre-disbursement) state. AND Pre-approval or pre-disbursement payment was received but the amount paid is not enough to cover the payment
Initial payment is paid in full	Inform the Customer that a payment has been received Inform the Customer that the amount received fully cover the whole initial payment Provide contact point details	Loan application is in the Pending payment (pre-approval) or Pending payment (pre-disbursement) state. AND Pre-approval or pre-disbursement payment has been fully paid
Repayment transaction reversed	Inform the Customer that a transaction has been reversed Provide the loan ID and payment date	A payment transaction has been received from the Customer (regardless of the payment purpose) AND This transaction has been reversed by a back-office user	This usually happens following contact with the Customer, however this notification ensure that the Customer is aware of any such changes
Repayment transaction edited	Inform the Customer that a transaction has been reversed Provide the loan ID and payment date Inform about the new amount	A payment transaction has been received from the Customer (regardless of the payment purpose) AND This transaction has been edited by a back-office user
Promise to pay
PTP reminder	Remind the Customer about the promise to pay a past due debt Provide the payment amount and date	Loan is in the status Past Due AND Customer's promise to pay has been registered in the system AND It is certain number of days before the promised payment date	Number of days before the notification is adjustable per company
PTP past due	Remind the Customer about the promise to pay a past due debt Provide the payment amount and date Inform the customer that the payment has not been received in time Specify the Loan ID and debt amount Provide contact point details	Loan is in the status Past Due AND Customer's promise to pay has been registered in the system AND It is the next day after the promised date and the payment has not been received
Payment holiday
Rollover approved	Inform the Customer that payment holiday request has been approved Identify the Loan ID Provide the day of the payment holiday end Provide contact point details	Loan is in the status Active or Past Due AND Customer has requested a Payment Holiday (AKA Payment Rollover) AND This request has been approved by a back-office user
Rollover rejected	Inform the Customer that payment holiday request has been rejected Identify the Loan ID Provide contact point details	Loan is in the status Active or Past Due AND Customer has requested a Payment Holiday (AKA Payment Rollover) AND This request has been rejected by a back-office user
Loan Agreement
Agreement signature reminder	A recurring notification: Inform the customer that loan agreement is to be signed Provide the Loan ID Provide the date when the relevant email was sent Provide the contact point details	Loan is in Waiting for customer signature status Loan hasn't been yet signed Signing term hasn't expired	A recurring notification. Sent every several days until the term for signing the loan has expired. Period between reminders can be adjusted per company.
Agreement signature expired	Inform the Customer that the agreement signature period has expired Inform the Customer that the loan application has been rejected Invite the Customer to apply for a new loan Provide contact point details	Loan was in Waiting for customer signature status Loan hasn't been yet signed It is the next day after the last dat of the signing signature Loan status has changed to Rejected
Bank providers
Bank Account Verification Request	Inform the Customer that bank verification is required Inform the Customer that loan fund will be disbursed after the verification Provide the loan ID As the Customer to verify the he loan request has been approved and Customer is required to verify the bank account.	Loan status is changed to Bank account verification The loan application has collected all the approval and has been approved by the Underwriter, but requires Bank Account Confirmation.
Bank account verification reminder	A recurring notification: Inform the Customer that bank verification is required Inform the Customer that loan fund will be disbursed after the verification Provide the loan ID Warn the Customer that the loan application will be rejected if the bank account is not verified in time Provide the verification term expiry date Provide contact point details	Loan status is Bank account verification No information about verification of the bank account has been registered in the system. The loan verification term is not over yet.	A recurring notification. Sent every several days until the term for signing the loan has expired. Period between reminders can be adjusted per company.
Bank account verification expired	Inform the Customer that the bank account verification period has expired Inform the Customer that the loan application has been rejected Invite the Customer to apply for a new loan Provide contact point details	Loan status was Bank account verification AND No information about verification of the bank account has been registered in the system. AND It is the next day after the end of the bank account verification expiry date