Why does the report say that my client ‘declined to complete the activity’?
A key element of the Thirdfort app is the client's ability to skip any tasks that do not apply to them. This is integral to our service, as a client must have a way through a task if they're unable to complete it.
Skipping the ID task
The exception to the rule above is the ID task. If you have requested an Original or Enhanced NFC ID task from a client, they must attempt the task in order to proceed.
If your client is completing an Original ID task, they will only be presented with an option to skip the task once they have first attempted the task and a flagged result has been returned in processing. This is a necessary part of the process and allows us to process expired documents or other edge cases which may cause a flag.
Why has my client skipped a task?
A client will likely skip a task in the app if they are unsure why it has been sent to them or think it might be unrelated. This is why it's best that clients go into their verification with a full understanding of what is required from them, and how each section of the app journey relates to their transaction.
My giftor client says they didn't skip Source of Funds, but the report says they did
As part of the Giftor Source of Funds app journey, we ask the client to confirm that their gift is not repayable and they won't be a legal beneficiary of the property once purchased.
If the client indicates that the money is repayable or is not a gift for other reasons, they are not classed as a giftor and the Source of Funds report will not be included in your downloadable ID report - this will show as the client 'declined to complete the activity'.
For more information on this, please see our corresponding article here: Giftor Source of Funds
Need more help?
Check out the other articles in this section: Interpreting Thirdfort Results
These articles should answer most of your questions. However, if you have any further queries please click the live chat button in the bottom right of your screen to talk to a member of the client support team.
Furthermore, should your client have any queries about the process, our dedicated customer support hub will provide the answer to many of your client's questions. From here they can also chat directly with one of our consumer support team who can provide real-time help and assistance.