In the self-service version of our application route for Openbank Pay Financing Germany, your customers fill out their application themselves as far as possible, either on their own smartphone or a device (e.g. tablet) that you provide to your customers in store.
Step 1 - Getting started
Customer's Smartphone: The customer uses their own smartphone to scan the QR code, which you have created in your payever account (see last step here) first and then printed on corresponding marketing materials. Most smartphones recognize QR codes automatically and show a small pop-up, which directly opens the application form in the browser (no additional app is needed to scan the QR code). The customer now enters the amount and thereby starts the application process. Requirements: The smartphone has a stable internet connection (mobile or wifi) and a camera.
Step 2 - Select Installments and Down Payment
The customer chooses the desired terms and can make a down payment, which has to be paid directly to you in store (you do not receive this amount from Santander). The loan response will show whether there is a down payment. If you don't want to receive any down payment, you can deactivate this field in your payever account.
Step 3 - ID Photos
The customer scans their ID with their own smartphone (passport or ID card, front and back for the latter). The data will be read by OCR and the corresponding fields in the next steps will be pre-filled. After submitting the loan request, the photos will be sent to Santander, where they are stored for the duration of the loan.
Step 4 - Data Entry
The customer enters the data in the remaining fields which are not filled-out automatically by hand.
Step 5 - Decision
The customer will receive the decision after a short loading time, directly after submitting the loan request.
The status of the request can be either directly accepted, pending or rejected.
Step 6 - Check the Request
Regardless of the outcome of the decision, the customer usually will be referred to the sales person for the next step.
This person logs into the payever platform with their personal credentials (further information on employee management here) and opens the transactions app there and clicks on the transaction for this customer to see the details and options (usually this will be one of the top transactions as they are arranged in chronologically with the most recent transaction at the top - but is also possible to explicitly filter for a customer name).
Rejected requests have the status Declined in the transaction overview, while approved and pending transactions have the status In Progress. You can see whether a transaction with the status In Progress is still pending in the loan response or in the PSP status (to add the PSP status to your transaction overview click here).
When you open a transaction, you will see the next actions in chronological order at the top. If you work through the actions in the order shown, you are definitely not doing anything wrong, so feel free to use the displayed actions in the order details as a guide through the credit application process.
You will also find a text box below the action with a text that explains the next step in more detail.
Under More you can find all available options, which may differ on the transaction status.
First, open the loan response and check if any additional documents are required. This is usually the case for amounts over 4,000€, but it can also happen for smaller amounts.
- General Case - Approval without Requirements: In most cases you will read "Approved - All Requirements met" - this means the automated credit check of the customer has been successful and no further requirements have to be met (e.g. provide a salary statement). You can directly continue with the Steps 7, 8 and 9.
- Special Case 1 - Transaction still in Progress: If you read here "Your loan request is currently being decided", the decision is still pending - in this case, you can still proceed with step 7 (ID check) and check afterwards for a status change in the loan response. If approved, customer can continue with step 8.
- Special Case 2 - More Requirements: For inquiries over 4,000€ a proof of income is usually required. You will then read the following text: "Please send the borrower's proof of payment or proof of pension with the loan contract". Please upload the corresponding proof (for employed applicants, proof of income for the last 3 months - e.g. if it is August, you will need proof for the months of May, June and July - and for retired applicants, a pension statement showing the amount of the pension) under Upload and wait with step 9 until the answer is updated and the status changed to Accepted. You can still proceed with steps 7 and 8.
If you have not initiated the signing process, you can still make changes on the contract. If, for example, you would like to add an individual reference or invoice number, click now on Change Reference to do so.
If the amount is incorrect (too low or too high) or you have detected a mistake in the name or address field, you can adjust this under Edit.
When Auto-Capture is used: If it is clear, that the items will be available for pick up in few weeks or months, enter the expected date of delivery under Change Delivery Date in the transaction overview.
Please note that in case you want to make any changes you have to apply them now, after step 7 this is no longer possible.
If Special Case 2 (More Requirements) applies to your request, upload all required documents under Upload. As previously done with the ID photos, you can upload scanned documents or use a camera to take a photo - please ensure that the scans or photos are legible. In contrast to editing the application, you can take this step at any time (the document upload is possible before and after the signature and identification).
Step 7 - Check ID
Now click on Identify and have the customer show you their ID card or passport.
Check whether the name on the ID matches the name displayed here and whether the photo on the ID seems to match the customer. Also check whether the ID is still valid and whether it could be a forgery.
Now read the last 5 digits of the ID number, enter them and click on Complete process.
Step 8 - Digital Signature
If the check was successful, the customer can click the Identification completed button on their smartphone and will then be redirected to the digital signature. If the customer has closed the window by mistake in the meantime, you can also send them the link to the digital signature again by email by clicking on Send eSign link. As a third alternative, you can also click on Generate eSign QR (to be found under More). A QR code will then appear on your screen, which the customer can scan with the camera of their cell phone to access WebID.
The customer is redirected to our partner WebID, where they gets the contract displayed as a PDF and digitally signs the contract with a TAN code, which is sent to their cell phone number via SMS.
The signed contract can then be downloaded and will also be sent to him again by email from our partner WebID.
Please note that for this step, mobile phone reception (for the SMS-TAN) is required in addition to Internet. It is also necessary that the customer has previously entered their real cell phone number correctly when applying, otherwise they will also not be able to receive an SMS with the TAN and accordingly not sign the contract.
Step 9 - Goods issue and payment
Now check again in the transaction overview whether the status has changed. As a rule (approval without conditions), the status should have changed to Accepted no later than 2 minutes after the signature has been completed (if you do not want to wait, you can also force a status update at any time by reopening the transaction overview).
If you are affected by one of the special cases 1 or 2, it still often happens that in the meantime, while you have performed the ID check and the customer has signed the contract, the check by Santander has taken place and the status is now already Accepted.
This status is to be considered as a final release from Santander and gives you the authorization to issue the goods to the customer or to order the shipment of the goods (if the goods must/should be delivered or are currently not available in the store and therefore cannot be taken directly).
Please do not hand out any goods as long as the status is not Accepted, because for these transactions you do not yet have a payout guarantee on the part of Santander and thus, in case of doubt, take a risk at your own expense if you nevertheless hand out the goods already, although, for example, a condition check on the part of Santander is still pending.
If the status is still In Progress after steps 7 and 8, please check the credit response again. If your conditions have already been checked, but there was something to criticize (documents incomplete, not readable, etc.), you will find feedback from the loan officer with corresponding instructions here. If the same text still appears here, your loan application has not yet been reviewed. If this is on a working day before 6 p.m., it may be worthwhile to let the customer continue to browse around the store for another half hour and then check again whether the status has now changed - on a Saturday or late in the evening, however, it can be assumed that the credit bureau is simply no longer staffed and the feedback will therefore not be received until the next working day. In this case, the customer must go home without goods for the time being and come back again on the next working day.
If you have set manual capture in your account:
After you have issued the goods, please still click on Goods shipped in the transaction overview. This confirms to the bank that the transaction is to be carried out - note that no money will be paid out to the merchant nor will any installments be collected from the customer until this step has taken place!
If the goods will be collected later or will be delivered afterwards, please click this button only on the corresponding date - especially if it is expected to take several weeks until the delivery or collection of the goods. This way you prevent your customers from having to pay the first installments before you have even received the goods.
If you have set the auto-capture in your account:
In this case, it is not necessary to click on "Goods shipped" - the transaction will be automatically activated by us in this case in the current calendar week (= default delivery date).
If it is clear from the beginning that the goods can only be delivered or collected in a few weeks or months, please enter the expected delivery date under Change delivery date in the transaction overview, so that your customer does not have to pay the first installments before receiving the goods.