We aim to ensure every credit return request is reviewed fairly and consistently. When you submit evidence to support your request, our team uses a standardised checklist to validate that the information meets our quality and authenticity standards.
Here’s how we assess submitted evidence:
1. File Format
We can only accept evidence in image (JPG or PNG) or PDF format. If you’ve uploaded a different file type, we may ask you to resend it in one of the supported formats.
2. Source Authenticity
Screenshots must come from recognised platforms like email clients, messaging apps, or CRMs. If the source is unclear or not verifiable, we may reach out for clarification.
3. Image Clarity & Integrity
We look for clear, unaltered screenshots. If we detect editing (e.g. blurred areas, mismatched fonts, or visual inconsistencies), we may need to escalate the request or reject the evidence.
4. Matching Lead Details
The evidence should show clear contact details (such as email or phone number) that match the lead in our system. If these details are missing or incorrect, the evidence may be considered invalid. If we suspect the discrepancy is intentional, we may flag the account for further review.
5. Conversation Context
Valid screenshots must show a logical and complete conversation, including timestamps. If the message flow appears unnatural or staged, we may not accept it as valid evidence.
6. Submission Patterns
We also review your recent credit return submissions. If we notice a pattern—such as multiple claims with questionable or identical evidence—we may pause processing while we investigate further.
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