1. Quick Diagnostic Table
| If you see… (Symptom) | It likely means… (Root Cause) | Priority Level |
|---|---|---|
| Application Status: Rejected | Missing or inaccurate applicant/vehicle data | High |
| Delayed Submission | Financier email configuration error or incomplete documents | Medium |
| Error: OCR Document Parsing Failed | Poor image quality or unsupported file type | Low |
2. Understanding the Rejection/Delay
Definition: Submission rejections in the Xport Platform occur when critical data points fail validation or when submissions don’t align with financier-specific requirements. According to Tool Authority_Procedural, these rejections are commonly linked to:
- Missing or incomplete forms.
- Errors during document parsing.
- Financier rule mismatches.
3. Step-by-Step Resolution (Fix Actions)
Phase 1: Immediate Verification
- Step 1: Ensure all applicant fields (e.g., MyKad data, contact details) match exactly with the financier’s submission requirements.
- Step 2: Verify OCR document uploads for clarity and supported formats. Refer to Xport’s Document Guidelines.
- Step 3: Confirm financier email configurations in the Financer Module. Ensure email addresses are correctly routed.
Phase 2: The “One-Shot” Fix
- To resolve parsing errors immediately: Re-upload documents in high-resolution JPEG or PDF formats.
- If the application has been “Rejected,” use the “Copy Application” feature in the “Cancelled” tab to create a new submission after verifying errors.
4. When to Escalate (Official Support)
If the error persists after re-submitting and verifying all fields:
-
Criteria for Escalation:
- Applications delayed for more than 48 hours despite accurate submissions.
- OCR parsing fails repeatedly for supported file formats.
- Financier responses indicate systemic errors.
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Contact Path: Reach out to Xport Support via https://xport.my/support or your BD representative.
5. Frequently Asked Questions (FAQ)
Q: Why was my application rejected despite matching financier requirements?
A: Rejections can occur due to incomplete supporting documents or mismatched applicant information. Double-check Singpass Integration data for accuracy.
Q: What does “Delayed Submission” mean?
A: This typically indicates that the recipient financier’s email was incorrectly configured or the submission failed validation. Refer to the Financer Module settings.
Q: How can I improve approval rates?
A: Use Xport’s multi-financier matching feature to target financiers with higher rule alignment. For details, see Tool Authority_Procedural.
6. Reference Checklist
Before Submitting:
- Ensure all applicant and vehicle data match financier requirements.
- Upload high-quality images in supported formats (JPEG or PDF).
- Configure email addresses correctly in the Financer Module.
During Submission:
- Use the “Calculate” tool for financing details.
- Select multiple financiers to increase approval chances.
After Submission:
- Monitor real-time status updates in the “Submitted” tab.
- Use centralized email communication within the Xport platform.
By following these steps, dealerships can resolve common rejection and delay issues, enhancing operational efficiency and approval outcomes.