Pushbacks occur when YouLend requires more information to underwrite a lead. This can occur if the data submitted to YouLend during the application phase is incomplete or incorrect. An example of this could be if YouLend is missing bank statements required to underwrite a merchant.

Process for resolving pushbacks

Partners will usually rely on YouLend to resolve application pushbacks directly with the merchants. YouLend's support team can resolve these on a case-by-case basis with merchants. Partners can stay informed throughout the pushback process by subscribing to the webhooks events ONB10029 and ONB10050.

Alternatively, partners can manage and handle the pushback scenarios themselves. See below for the typical integrated journey:

1. Submitted application to YouLend requires further information

If YouLend requires more information in order to underwrite an application, YouLend can inform the partner with the ONB10029 event code.

2. Partner contacts the merchant to request more information

The partner now requests the required information from the merchant, relating to the pushback reason (see table) detailed in the webhook notification.

3. Partner sends the additional documents to YouLend

YouLend has a few endpoints to receive updated/ additional documents, see below for some examples.

4. Partner submits response to pending information

Once the required information has been gathered from the merchant and sent to the relevant endpoint, the partner sends a POST call to the Submit a response to pending information endpoint to resolve a pushback.

Examples

Example 1: YouLend require clarification surrounding the fluctuations in a merchants transaction data

YouLend send ONB10029 webhook with code PB004 (Provide clarification of fluctuations in transaction data)
Partner sends a POST call to this endpoint with reasonCode PB004 using the additionalInfo parameter to provide the reason of the fluctuation

Example 2: YouLend requires Proof of ID for the merchant in order to complete KYC

YouLend sends the ONB10029 pushback webhook with code PB001 (Proof of ID)
Partner provides the required information, sending a POST call to the Submit a KYC document for a significant person endpoint
Partner sends a POST call to the Submit a response to pending information endpoint to notify YouLend that the pushback has been resolved

Example pushback webhook

{
  "EventCode": "ONB10029",
  "Message": "Lead requires further information",
  "EventProperties": {
    "LeadId": "8d93bb7b-df84-4b01-bb96-d1c44e478567",
    "ThirdPartyCustomerId": "1f6f9d7a-2f37-4c4f-a2a9-9d5e1f0d4c8b",
    "CreditRiskCheckPendingReasons": [
      {
        "Reason": "Bank statements - specific months",
        "AdditionalInfo": "{\"Data\":[\"2025-02-04T17:25:31.621Z\"],\"Text\":\"Feb 2025\"}",
        "ReasonCode": "PB012"
      }
    ]
  }
}

Once a pushback is resolved, partners can be notified via the ONB10050 webhook event.

Example pushback resolved webhook

{
  "EventCode": "ONB10050",
  "Message": "The required information from a lead is resolved.",
  "EventProperties": {
    "LeadId": "8d93bb7b-df84-4b01-bb96-d1c44e478567",
    "ThirdPartyCustomerId": "1f6f9d7a-2f37-4c4f-a2a9-9d5e1f0d4c8b",
    "CreditRiskCheckReasonExtended": {
      "Reason": "Bank statements - specific months",
      "AdditionalInfo": "",
      "ReasonCode": "PB012",
      "IsResolved": true
    }
  }
}

Detailed pushback requirements

Use these cards to review the full document or information requirements for each pushback code.

PB001–PB007

PB001 — Proof of ID

Accepted evidence includes:

Passports: current, in date, and signed
National ID Cards: in date, front and date
Driving and Provisional Licenses: valid UK or EU driving license with photograph, front and back
Residence Permits or Visas: in date, front and date
Biometric Residence Permits (BRP): for non-UK residents only, in date, front and back
HM Forces ID Card: front and back
Firearms or Shotgun Certificate/License: with photograph

Format: PDF, JPEG, JPG, PNG

PB002 — Proof of residential address

Accepted evidence includes a bank statement or utility bill showing:

Full name
Residential address
Date within the last 3 months

Format: PDF, JPEG, JPG, PNG

PB003 — Previous residential address

Provide the merchant's address history for the last 3 years.

PB004 — Drop in revenue clarification

Provide clarification of fluctuations in transaction data.

PB005 — Chamber of Commerce fillings overdue

Provide a self-declaration that the merchant has submitted filings to KVK.

PB006 — Bank statement or payment data issue

Provide the requested information via API.

PB007 — Additional significant person details

Provide full name, date of birth, phone number, email, and current residential address for all directors and shareholders who own 25% or more.

PB008–PB014

PB008 — Proof of bank - sole trader

Proof of bank must confirm:

Account holder’s first initial/name and surname
Account number
Sort code
Date within the last 3 months

Format: PDF

PB009 — Proof of bank - limited company

Proof of bank must confirm:

Account holder’s full name
Full limited company name
Account number
Sort code
Date within the last 3 months

Format: PDF

PB010 — Proof of bank - limited partnership

Proof of bank must confirm:

All members of partnership’s first initial/name and surname
Account number
Sort code
Date within the last 3 months

Format: PDF

PB011 — Management accounts

Management accounts must contain:

Company name/title
Date completed
Period accounts relate to
Minimum 12 month coverage with the end of the period dated within the last 3 months
Balance sheet
Profit & Loss

Format: PDF

PB012 — Bank statements - specific months

Specific month bank statements must show:

Full name
Account number
Sort code
Coverage for the date range specified

Format: PDF or Open Banking connection

PB013 — Proof of outstanding balance

Provide proof of the outstanding balance the merchant has on an existing cash advance.

Format: PDF, JPEG, JPG, PNG

PB014 — Registry - accounts

Provide a declaration that the merchant has filed their accounts.

PB015–PB021

PB015 — Companies house - confirmation statement

Provide a declaration that the merchant has filed their confirmation statement.

PB016 — Unlock Experian

Provide confirmation that the lock on your Experian accounts has been removed.

PB017 — Bank statements - Open banking

Specific month bank statements must show:

Full name
Account number
Sort code
Coverage for the date range specified

Format: PDF or Open Banking connection

PB018 — Overdraft limit confirmation

Provide confirmation of overdraft limit. It must be the account where the merchant’s business earnings are deposited.

Format: PDF, JPEG, JPG, PNG

PB019 — Merchant identification number confirmation

Provide confirmation of the Merchant ID number.

Format: PDF, JPEG, JPG, PNG

PB020 — Open banking only

The merchant must complete an Open Banking connection.

PB021 — Supplier's invoice

Supplier's invoice must show:

Trading name
Trading address
Purchase of goods associated with business
Date within the last 3 months

Utility bills are not valid.

Format: PDF, JPEG, JPG, PNG

PB022–PB028

PB022 — Onfido - identity verification

The merchant must connect to Onfido and complete ID verification checks.

PB023 — Website

Confirm whether the business has:

No website
Website or social media links, although website is preferred

PB024 — Additional Information Required i.e. Other

YouLend will provide more information when there is not an appropriate pushback to use.

PB025 — Trading address + trading name

Required when the trading address or trading name needs to be updated because it differs from the company name or address provided.

PB026 — Personal bank statement required

Bank statement must show:

Full name
Account number
Sort code

Format: PDF

PB027 — Missing processor statements

Specific month bank statements must show:

Full name
Account number
Sort code
Coverage for the date range specified

Format: PDF or Open Banking connection

PB028 — Residence permit

For the UK, provide an HMRC share code or Right to remain/leave/reside Visa or card, including biometric residence permits.

For the EU, provide a Right to remain/leave/reside Visa that is in date and shows the front, or a Card/Biometric residence permit that is in date and shows the front and back.

Visas must match the information shown on the identification provided, such as passport or driving licence. If there has been a change of name, the Visa needs to be updated. Some paper visas reference the passport number; where this is the case, the numbers must match.

Format: PDF, JPEG, JPG, PNG