Failed Repossession Attempt

Introduction

Repossession attempts can sometimes fail for various reasons. These new features will help the portfolio team track the number of failed repossession attempts for an account, enabling the team to decide whether to write off the account or not.

The process for recording a repossession as a failed attempt is as follows:

1. From the repossession action, there’s an option to record failed attempt

2. Clicking failed attempt gives the user a form to record the tiled repo attempt with the following fields:

   1. the field staff user attempting the repossession

   2. time/date of the attempt

   3. reason the repossession was not successful:

      • Unable to find the customer’s home

      • Home identified but customer not available

      • A home was identified but the customer was not available - spoke with someone else in the household

      • Product not found (lost/stolen/burnt/….)

      • The customer does not want to return the product (threatened/violent)

      • The customer promised to pay

      • Customer paid

      • Product issue that needs to be resolved before the customer starts to pay again (product taken)

   4. Reason for not paying

   5. free text comments box

3. If the reason selected is ‘Customer promised to pay’ then an additional field is populated

   1. The user should enter the promised to-pay date

4. Users can submit or cancel the failed repo attempt form

5. Failed repossession attempts should be considered as failed actions:

   1. shown as a done action in the actions list (with some reference and link to any outstanding repossession)

   2. demonstrated on the pending repossession (all failed attempts since the default state that created the pending repo)

   3. shown on the account page

6. After a failed repossession attempt, there should still be a pending repossession action

7. It should be possible to query # failed attempts and failed attempt reason for a defaulted customer (number of attempts since most recent default state)

8. # Failed attempts should be included in an export of the actions list so portfolio managers can determine batches of default accounts to write off

Checking the process in the pulse:

Step 1: Click on 9 dots and then actions

Open

Step 2: Filter by action type(repossession) and status (pending)

Open

Step 3: Repossession details display and the user can click on the failed attempt to proceed

After clicking on the failed attempt, a user should fill out the form and then click on Record

Step 4: To check the failed repossession attempt user filter status “Failed“

Exporting failed repossessions:

Field users can export the documents of failed repossession attempts. This document of failed repossession attempts includes the reason for the failure and the email address of the user who performed the action.