Rejecting a Consumer Request

If a consumer request cannot be verified, then it will be rejected. Here are the various situations when a request will be rejected.

1. For all requests, the information provided by the consumer is at the top.

2. For some requests, a consumer is required to verify his or her email and phone number through an MFA process. If the consumer fails to verify the email and phone number within 24 hours, the request will be automatically rejected.

3. If a consumer verifies his or her email and phone number, you will see green check marks here.

4. The next step is for you to manually verify the consumer in your records. Check your CRM and DMS for the consumer's name and email. Mark yes or no depending on if the information in the request matches your records.

5. If you cannot match the name and email to your records, click "Reject."

6. If you can match the name and email, then you need to verify the consumer's phone number. Mark yes or no depending on if the provided phone number matches your records.

7. Depending on the type of request, you may also be required to verify other identifiers such as zip code, VIN number, address, etc. Once again, you will check your records and mark yes or no depending on if the provided information matches what you have on file.

8. If the manual verification does not meet the minimum requirement, you will reject the request. Click "Reject" and then "Next."

9. After you reject the request, an automated email will generate. You may edit this email if you would like. Click "Finish" and then "Confirm" to complete the request. The consumer email will be sent at this time.