---
updatedAt: 2026-07-09T11:38:05.000Z
agentTools:
projectIndex: https://docs.youlend.com/llms.txt
---
# Pushbacks
Resolve YouLend pushbacks by identifying the required information, API action, and accepted artifact type for each pushback code.
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](https://docs.youlend.com/reference/pushbacks-guide#example-pushback-webhook) 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](https://docs.youlend.com/reference/pushbacks-guide#pushback-reasons-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.
* [Submit a KYC document for a significant person](https://docs.youlend.com/reference/post_leads-leadid-documents-significantpersons-significantpersonid-kycdocumenttype)
* [Submit account information](https://docs.youlend.com/reference/post_leads-leadid-accountinfo)
* [Submit JSON payment data](https://docs.youlend.com/reference/post_leads-leadid-paymentdata)
## 4. Partner [submits response to pending information](https://docs.youlend.com/reference/post_leads-leadid-creditriskcheck-pendinginfo-process)
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](https://docs.youlend.com/reference/post_leads-leadid-creditriskcheck-pendinginfo-process) endpoint to resolve a pushback.
# Examples
### Example 1: YouLend require clarification surrounding the fluctuations in a merchants transaction data
1. YouLend send `ONB10029` webhook with code `PB004` (Provide clarification of fluctuations in transaction data)
2. 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
1. YouLend sends the `ONB10029` pushback webhook with code `PB001` (Proof of ID)
2. Partner provides the required information, sending a POST call to the [Submit a KYC document for a significant person](https://docs.youlend.com/reference/post_leads-leadid-documents-significantpersons-significantpersonid-kycdocumenttype) endpoint
3. Partner sends a `POST` call to the [Submit a response to pending information](https://docs.youlend.com/reference/post_leads-leadid-creditriskcheck-pendinginfo-process) endpoint to notify YouLend that the pushback has been resolved
### Example pushback webhook
```json
{
"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
```json
{
"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.
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
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
Provide the merchant's address history for the last 3 years.
Provide clarification of fluctuations in transaction data.
Provide a self-declaration that the merchant has submitted filings to KVK.
Provide the requested information via API.
Provide full name, date of birth, phone number, email, and current residential address for all directors and shareholders who own 25% or more.
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
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
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
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
Specific month bank statements must show:
* Full name
* Account number
* Sort code
* Coverage for the date range specified
**Format:** PDF or Open Banking connection
Provide proof of the outstanding balance the merchant has on an existing cash advance.
**Format:** PDF, JPEG, JPG, PNG
Provide a declaration that the merchant has filed their accounts.
Provide a declaration that the merchant has filed their confirmation statement.
Provide confirmation that the lock on your Experian accounts has been removed.
Specific month bank statements must show:
* Full name
* Account number
* Sort code
* Coverage for the date range specified
**Format:** PDF or Open Banking connection
Provide confirmation of overdraft limit. It must be the account where the merchant’s business earnings are deposited.
**Format:** PDF, JPEG, JPG, PNG
Provide confirmation of the Merchant ID number.
**Format:** PDF, JPEG, JPG, PNG
The merchant must complete an Open Banking connection.
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
The merchant must connect to Onfido and complete ID verification checks.
Confirm whether the business has:
* No website
* Website or social media links, although website is preferred
YouLend will provide more information when there is not an appropriate pushback to use.
Required when the trading address or trading name needs to be updated because it differs from the company name or address provided.
Bank statement must show:
* Full name
* Account number
* Sort code
**Format:** PDF
Specific month bank statements must show:
* Full name
* Account number
* Sort code
* Coverage for the date range specified
**Format:** PDF or Open Banking connection
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