RFI FAQs

1. What triggers an RFI to be issued?

An RFI is triggered when a user's profile contains specific risk indicators that require additional information before verification or transaction can be completed. These include: watchlist matches, high-risk jurisdictions, or unusual transaction patterns.

For the majority of users, verification completes automatically with no RFI involved.

2. Is RFI for CP or CP+?

It applies to both CP and CP+.

3. What is the RFI flow?

Happy flow:

Error Flow: STX side is down

Error Flow: Merchant side is down

4. What are the different RFI statuses?

Status	Description	Action	User able to resubmit RFI?
`sent`	RFI has been issued and pending action on merchant end	Get end user to submit the necessary information	Yes (No limit as long as before expiry date)
`received`	RFI response has been received, undergoing review by StraitsX	No action for merchant and end user	Yes (No limit as long as before expiry date)
`completed`	RFI review is completed and all information has been accepted	No action for merchant and end user	No
`expired`	RFI has expired without the required information being provided	Profile will be rejected due to exceeding the RFI period; the customer will need to resubmit in order to reopen the account	No

5. How many days are we given to complete the RFI?

Onboarding State - Account Pending Verification: 14 calendar days
Post Onboarding State - Account Verified: 30 calendar days

6. How many outstanding RFIs can a CP have at one time?

A CP can only have 1 outstanding RFI at a time.

7. Can an RFI be cancelled or withdrawn?

No. Once an RFI is sent, it cannot be cancelled or withdrawn. The RFI will remain active until it is either completed (all information accepted) or expired (deadline passed without required information).

8. What question types are there?

Question Type	Expected Response
`TEXT`	Text response
`CHECKBOX`	Checkbox option response
`DOC`	Document URL upload

9. Can I submit a partial RFI response?

No. All mandatory questions must be answered in a single submission. Submitting a response with missing mandatory questions will return a 400 Bad Request error:

{
  "error": "All non-optional questions must have replies. Missing replies for: ID {question_id}: {question_text}, ..."
}

10. Are checkbox option values case-sensitive?

Yes. Checkbox option values must match exactly as defined, including case. For example, if the option is defined as Yes, submitting yes or YES will result in an error.

11. What happens if my RFI response is rejected after review?

If your RFI response is rejected, the RFI status will cycle back to sent, allowing you to resubmit the required information. You can continue to resubmit until the RFI expires or is completed.

12. Will I be able to resubmit if the RFI is expired?

No. You will receive an error message. If you still wish to open a CP+ profile for that end user, please create a new CP+ profile.

13. What will the CP+ status be if the RFI is expired?

It will be in rejected status.

14. When will I receive RFI callbacks?

You will receive the cpRfiStatusUpdated webhook event when the RFI status changes. This includes:

When an RFI is issued (sent)
When your response is received (received)
When the RFI review is rejected and resubmission is requested (status returns to sent)
When the RFI is completed (completed)
When the RFI expires (expired)

15. What is an example RFI callback?

You may refer to this page for an example.

16. What situations will we return an error?

RFI Question ID is invalid
RFI status is completed or expired
RFI submission is missing mandatory question
RFI submission when user doesn't have RFI
RFI submission using invalid replyType
RFI submission using invalid options for checkbox options (case sensitive)