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.

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": "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

Reason	Code	Description
Proof of ID	PB001	Passports; Current; In date & signed National ID Cards: In date, front & date Driving & Provisional Licenses: A valid UK or EU driving license with a photograph, front & back Residence Permits or Visas: In date, front & date Biometric Residence Permits (BRP): For non-UK residents only. In date, front & back HM Forces ID Card; Front & back Firearms or Shotgun Certificate/License; With photograph Format: PDF, JPEG, JPG, PNG
Proof of residential address	PB002	Bank statement OR utility bill Full name Residential address Dated within the last 3 months Format: PDF, JPEG, JPG, PNG
Previous residential address	PB003	Address for last 3 years
Drop in revenue clarification	PB004	Provide clarification of fluctuations in transaction data
Chamber of Commerce fillings overdue	PB005	Self-declaration that Merchant has submitted filings to KVK
Bank statement or payment data issue	PB006	Provide via API
Additional significant person details	PB007	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 - sole trader	PB008	Proof of bank confirming: Account holder’s first initial/name and surname Account number Sort code Must be dated within the last 3 months Format: PDF
Proof of bank - limited company	PB009	Proof of bank confirming: Account holder’s full name Full limited company name Account number Sort code Must be dated within the last 3 months Format: PDF
Proof of bank - limited partnership	PB010	Proof of bank confirming: All members of partnership’s first initial/name and surname Account number Sort code Must be dated within the last 3 months Format: PDF
Management accounts	PB011	Management accounts containing: 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
Bank statements - specific months	PB012	PDF - Specific month(s) of bank statements: Full name Account number Sort code Covered for the date range(s) specified Format: PDF or Open Banking connection
Proof of outstanding balance	PB013	Proof of the outstanding balance merchant has on existing cash advance Format: PDF, JPEG, JPG, PNG
Registry - accounts	PB014	Declaration that merchant has filed their accounts
Companies house - confirmation statement	PB015	Declaration that merchant has filed their confirmation statement
Unlock Experian	PB016	Confirmation that the lock on your Experian accounts has been removed
Bank statements - Open banking	PB017	PDF - Specific month(s) of bank statements: Full name Account number Sort code Covered for the date range(s) specified Format: PDF or Open Banking connection
Overdraft limit confirmation	PB018	Confirmation of overdraft limit. Must be the account where merchant’s business earnings are deposited Format: PDF, JPEG, JPG, PNG
Merchant identification number confirmation	PB019	Confirmation of Merchant ID number Format: PDF, JPEG, JPG, PNG
Open banking only	PB020	Open banking connection
Supplier's invoice	PB021	Suppliers invoice showing: Trading name Trading address Purchase of goods associated with business Dated within the last 3 months Not valid: utility bills Format: PDF, JPEG, JPG, PNG
Onfido - identity verification	PB022	Merchant has to connect to Onfido and complete ID verification checks
Website	PB023	Confirmation if business has: No website Website(s) - social media links are acceptable but website preferred
Additional Information Required i.e. Other	PB024	When there isn’t an appropriate pushback to use, more information will be provided by YouLend
Trading address + trading name	PB025	When we need to update trading address and/or trading name as they could differ from the company name/address provided
Personal bank statement required	PB026	Bank statement with: Full name Account number Sort code Format: PDF
Missing processor statements	PB027	PDF - Specific month(s) of bank statements: Full name Account number Sort code Covered for the date range(s) specified Format: PDF or Open Banking connection
Residence permit	PB028	For UK: HMRC share code or Right to remain/leave/reside Visa or card (this includes biometric residence permits) For EU: Right to remain/leave/reside Visa (in date, front) or Card/Biometric residence permit (in date, front & back) Visas must match the information seen on the identification provided (passport / driving licence) If there has been a change of name, either the Visa needs updated Some 'paper' visa will reference the passport number. Where this is the case they must match Format: PDF, JPEG, JPG, PNG