4 minutes Partner Reporting

Overview

Customers referred by partners may contact you with questions or issues about their SAPI advance. This guide explains how to triage effectively, what you can help with, and when to escalate to SAPI.

Triage Framework

Level 1: You Can Answer (General Information)

✅ Product questions:
- "What is payment-linked financing?"
- "How long does approval take?"
- "How do repayments work?"

Action: Answer using information from SAPI's Help Center articles. Don't provide financial advice.

Level 2: Direct to SAPI (Specific to Their Application/Account)

➡️ Application status:
- "Has my application been reviewed?"
- "Why was I declined?"
- "What documents are needed?"

Action: "Contact SAPI directly at [email protected] or +44 20 3868 4990 for your specific application status."

➡️ Account/repayment questions:
- "What's my current balance?"
- "When is my next collection?"
- "Can I get a top-up?"

Action: "Contact SAPI's servicing team at [email protected] or +44 20 3868 4990 for account-specific information."

Level 3: Escalate to SAPI Immediately (Urgent Issues)

🚨 Payment problems:
- "My Direct Debit failed"
- "I can't afford repayments"
- "I need forbearance"

Action: "This is urgent—contact SAPI immediately at +44 20 3868 4990 or [email protected]."

🚨 Complaints:
- "SAPI made an error"
- "I'm unhappy with service"
- "Collections practices are inappropriate"

Action: "Please raise a formal complaint with SAPI: [email protected] with subject 'FORMAL COMPLAINT'. They take complaints seriously and will investigate."

Response Templates

Template 1: General Product Question

Hi [Customer Name],  Thanks for reaching out!  [Answer general question using SAPI Help Center info]  For more detailed information specific to your situation, I recommend: - Reviewing SAPI's Help Center: [URL when available] - Contacting SAPI directly: [email protected] or +44 20 3868 4990  They can provide personalized guidance for your business.  Best regards, [Your Name]

Template 2: Application/Account-Specific Question

Hi [Customer Name],  For questions specific to your application or account, SAPI's team can provide the most accurate, up-to-date information.  Please contact them directly: - Email: [email protected] - Phone: +44 20 3868 4990 - Business hours: Monday-Friday, 9am-5pm GMT  They'll be able to access your account details and answer your question quickly.  Best regards, [Your Name]

Template 3: Urgent Issue Escalation

Hi [Customer Name],  This sounds urgent. Please contact SAPI immediately:  **For payment/collections issues:** - Phone: +44 20 3868 4990 (call now) - Email: [email protected]  **For complaints:** - Email [email protected] with subject "FORMAL COMPLAINT"  They prioritize urgent matters and will assist you promptly.  Best regards, [Your Name]

What NOT to Do

❌ Don't provide financial advice
"You should accept that offer" or "You shouldn't borrow that much" = regulated advice (unless you're FCA-authorized).

❌ Don't negotiate on customer's behalf
Don't call SAPI saying "My client thinks the rate is too high—can you lower it?" Direct customer to contact SAPI themselves.

❌ Don't get involved in collections disputes
If customer is in arrears or complaining about collections, stay out of it. Direct to SAPI's collections team.

❌ Don't share confidential information
Don't tell Customer A about Customer B's advance terms, approval, or situation.

❌ Don't make promises you can't keep
"I'll make sure SAPI approves you" or "I can get you a better rate" = inappropriate.

When to Loop in Your Partner Success Manager

Contact SAPI if:
- Customer is frustrated and you can't help → Your PSM may intervene
- Multiple customers asking the same question → May indicate SAPI needs to improve communications
- You notice a pattern of issues → Feedback helps SAPI improve
- Customer threatens legal action or regulatory complaint → SAPI needs to be aware

Email: [email protected] or your assigned partner success manager directly

Frequently Asked Questions

Q: If a customer complains to us about SAPI, are we liable?
A: No, unless the complaint is about YOUR actions (mis-selling, false information you provided). Complaints about SAPI's product, service, or decisions are SAPI's responsibility.

Q: Should we try to "save" deals where customers are declining offers?
A: You can ask if they have questions, but don't pressure. If they decline, it may not be the right fit. Let them make the decision freely.

Q: What if a customer asks us to pass a message to SAPI?
A: Better: Give them SAPI's direct contact. Faster and more reliable than messages passing through you.

Q: Can we offer to help customers improve their eligibility and reapply?
A: Yes. General guidance like "Build up 6 months of trading history and reapply" is fine. Specific financial advice is not (unless FCA-authorized).