Skip to main content

Add a Rejection Reason

Applies to: Administrators, Compliance Officers, Customer Support Managers

Maintaining a list of clear, consistent rejection reasons is crucial for efficient operations and clear communication with customers.

Resolutions

Create a New Rejection Reason​

  1. Navigate to TR Settings > Resolutions.
  2. Click the Create button.
  3. Fill in the form:
    • Name: The internal name for this reason (e.g., "Document Unclear").
    • Caption: A longer internal description for team members.
    • Resolution Type: This is a critical step. Link this reason to a specific Type of request (e.g., "KYC Document Rejection", "Withdrawal Rejection"). Types are managed in Resolution Types.
    • Use the Enable dropdown to activate or deactivate the resolution.
  4. Click Submit.

Create resolution

Using Rejection Reasons​

When you reject a request (e.g., a withdrawal in Finance > Withdrawals or a document in Verification > Documents), a pop-up will ask you to choose a reason from the list you've created here.

Best Practices​

  • Be Specific: Create reasons for common scenarios (e.g., "Name Mismatch", "Invalid Proof of Address", "Insufficient Funds").
  • Be Professional: Ensure the "Message to Customer" is clear, polite, and instructs the customer on how to rectify the issue.
  • Review Regularly: Periodically review your reasons to ensure they are still relevant and effective.