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 above two webhooks events.

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.

• Submit a KYC document for a significant person
• Submit account information
• Submit JSON payment data

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

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 endpoint
3. 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": "89ab144",
    "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": "89ab144",
    "CreditRiskCheckReasonExtended": {
      "Reason": "Bank statements - specific months",
      "AdditionalInfo": "",
      "ReasonCode": "PB012",
      "IsResolved": true
    }
  }
}

Pushback reasons table