Our credit and title are both fully integrated with the 3rd party provider (FNI) who processes these credit checks. These will both run automatically when the credit is run and is typically almost instantaneous. The two areas where support may be called is in the event of a “no match” or “error”.
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Please advise the customer that they will see a resolution or status updated within the app within 24 1 business hoursday.
Slack Kristi Traugh with the job info so she knows the issue been escalated to support and they should prioritize resolution.
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For example, to see if it’s an integration or webhook issue, DataDog is the most useful tool: Datadog
Or if you see an error code, you can search Sentry (Rick add new SOP link)
If that doesn’t work, and you don’t see any other reason for the error, reach out to you co-workers or enter a slack (with all relevant information) on the #SoftwareSupport channel
Samantha Lieberman is a SME on the Qualification phase and may also be able to help
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