When working through transfer rejections on the platform, we’ve designed a streamlined process to help you manage them efficiently.

On your dashboard, you’ll find three transfer tiles:

• Rejected to Review — Transfers that have been rejected and need attention
• Awaiting Client Action — Transfers that require the client to complete a step before progress can continue
• Recent Updates — Transfers that have had new activity or changes

Transfer Rejections

To review any of your client transfers that have recently been rejected you will need to complete the following:

Select the button to view any rejected transfers:

Click view and you will now see the transfers case. You now have the option to either:

• Resubmit the transfer
• Dismiss the notification

Resubmitting

If you select to resubmit, this will allow the original request to be amended and resubmitted quickly and in the usual way. 

If you refresh the page, you will now see that the transfer rejection has been removed from the tile on the homepage.

If the case is rejected again, the option to resubmit can still be found under the 'Action' button on the right hand side. 

To dismiss

If the transfer is not to be resubmitted, it can easily be dismissed by clicking on the 'Dismiss action' button. This generates a pop up at the bottom of the screen to confirm that the rejected transfer is being dismissed.  

This will add the 'Action dismissed' update into the transfer request history.

If in the future you decide that you do want to resubmit the transfer, don't worry. You can head back to the transfer, via the workbench by selecting 'Actions' and then resubmit transfer.

Client Actions

Client actions are used within the transfer workbench to alert you to any steps or updates your client must complete before the transfer can progress.

With client actions you also have 2 options. 

• Mark as complete — Use this option to indicate to the transfers team that the required client action has been fulfilled. For example, if your client needed to attend a MoneyHelper appointment before the ceding scheme could progress the transfer, you would first confirm with the client that the appointment has taken place. Once confirmed, you can mark it as complete so the transfer can move forward.
• Dismiss action — You can dismiss a client action if it’s no longer required. When you choose this option, a confirmation pop‑up will appear to verify that you want to proceed. Once the dismissal is complete and the page refreshes, an “Action dismissed” update will be added to the transfer request history. The option to Mark as complete will also be removed.