Application status request

Created by Chantelle Wessels, Modified on Fri, 9 Feb, 2024 at 10:38 AM by Chantelle Wessels

Do you find an application on the platform with any of the details of the applicant?

NO: Ask where/how they applied as we do not see any application on our side. Send them the Credit - General query canned response so they can apply.

YES: See below table for status meanings and what to say to client (scroll right on bar below):

CREDIT APPLICATION STATUS	MEANING	WHAT TO SAY TO APPLICANT
Lead	Client started filling in the wizard on capiteceducationfinance.co.za but did not complete it	We see that your application never went to the next step, please restart the application process on capiteceducationfinance.co.za and click continue application at the end so you can fill in the details required for an offer
Redirected to CP	Client clicked on "Continue" after filling in details on the wizard. Different scenarios can be applicable here:
	1. The applicant received a credit offer, but we have not started verification yet (there is a Student Registered YES email in FreshDesk if you search with applicant ID)	We received a notification to verify your application, but usually the verification can take up to 48 hours, can you please send us the invoice/statement from EI to help us speed up the application process
	2. They did not go right through to the end to click on one of the call to action buttons (when we do not have any email in FreshDesk with applicant ID number)	It seems like you were busy completing your online application, did you go through to the end and saw a credit offer or a message that said "You do not qualify for credit at this time"? If you saw an offer, did you click one of the buttons "not now" "i'll visit a branch" "call me"? Did you receive an email with an application reference number? If not, we advise you to go through the process again.
	3. The application was unsuccessful	It seems like you were busy completing your online application, did you go through to the end and saw a credit offer or a message that said "You do not qualify for credit at this time"? If you saw an offer, did you click one of the buttons "not now" "i'll visit a branch" "call me"? Did you receive an email with an application reference number? If not, we advise you to go through the process again.
Successful Offer	On the first step of the wizard, client selected "I just want to see what I could qualify for" and got a successful offer at the end	Are you interested in a loan? If yes, I need to update your application details and notify my verification team to verify your application with the EI. Once done, you will receive a SmartFunder Invoice and then we can ask Capitec to contact you to complete the application process. Update EI name, student number, course name and ask them to send invoice/statement showing balance due to applications@capiteceducationfinance.co.za with subject: Student name - Student ID number - invoice from EI name
Pending	We received a notification to verify the application, and triggered an email to the applicant to send us the supporting documents (EI statement or invoice)	Can you please email your EI invoice or statement to applications@capiteceducationfinance.co.za as we need it to verify your application
Pending Verification	We received a notification to verify the application, and triggered an email to the EI to confirm the student's details	We are just awaiting confirmation from the Educational institution to continue with your application. You can however assist us in speeding up the process by sending your latest invoice/statement to applications@capiteceducationfinance.co.za with subject: Student name - Student ID number - invoice from EI name
Verified	We were able to verify the application with the institution	Are you still interested in the loan? Have you been contacted by Capitec to complete the process? If not contacted yet, ask Chantelle/Marni on Slack channel - capitec_general to request call back. Info needed: CAP number - please ask Capitec to call as applicant is still interested in the loan
POP Received	Capitec made payment to SmartFunder, we are just awaiting additional information before we can make the payment to the institution	Check comments to see if we require anything from the applicant, otherwise explain that we received payment and as soon as it reflects on our side and we received the necessary info from Capitec, we will make payment to the institution and the applicant + EI will receive notice of payment
Paid	EI was paid and notification of payment sent to the applicant (if there is email address) and to the EI	We confirm your money has been paid to the Educational Institution, the applicant and institution would have received notice of payment
Verification Unsuccessful	We could not verify the EI / or the EI could not verify the student as being registered, and we had no info from the student either	We tried to verify your registration with the EI and with yourself but unfortunately could not get sufficient information to do so
Rejected by CP	Usually happens when a loan is reversed to Capitec	We see that the application was halted, let me get more info and get back to you
Credit Approved	We received proof of payment from Capitec and we sent the application for payment to finance team	Your application is sent for payment and payment will be made with our next payment run likely today, you and EI will receive notice of payment once done
Completed	Same as PAID status (Internal status for us at SmartFunder)	Say the same to applicant as for Paid status
Not taken Up	Applicant needed another type of loan / we could not reach EI or applicant within 5 days from Verification email	See sub status and comments to know what to say to applicant