Request for Information (RFI)

A Request for Information (RFI) is a request from StraitsX for more information about a user. It can be raised as part of the name screening process, and may happen during initial onboarding or at a later point.

An RFI does not change the user's KYC status on its own. Existing cards (if any) and transactions keep working while an RFI is open. The exception is expiry: if the RFI is not answered in time, the user's KYC is rejected.

How it works

RFI is a separate process that can be requested as part of name screening.

1. StraitsX raises an RFI when more information is needed about a user.
2. You are notified by webhook and surface the questions to the user.
3. The user provides their answers, and you submit them before the deadline.
4. StraitsX reviews the answers and resolves or rejects the RFI.

How you are notified

You receive a customer_rfi_status_changed webhook each time an RFI changes state. This is a separate event from customer_kyc_status_changed.

• sent: an RFI was raised, or a previous answer was rejected and the RFI is waiting again. Surface the questions to the user and collect their answers. If a question was rejected, only that one needs a new answer.
• received: the answers were received and are waiting for review. Nothing to do.
• completed: all required questions, and any optional ones that were answered, were accepted and the RFI is resolved.
• expired: the deadline passed without a complete response. The user's KYC is now rejected, and the user must go through the update or resubmission flow. See Updating User KYC Details.

How you respond

When an RFI is sent, surface its questions to the user and submit their answers:

1. Use the questions from the customer_rfi_status_changed webhook if you stored them. If not, retrieve the open RFI and its questions anytime with the Get RFI List API.
2. Collect the user's answers.
3. Submit them with the Submit RFI API.

On the first reply, all mandatory (non-optional) questions must be answered in a single submission. After a rejection, only the rejected answers need to be resubmitted; answers already accepted do not need to be sent again. See the Submit RFI API reference for answer formats and document requirements.

Deadlines

Under normal circumstances, an RFI's deadline will be 14 days (336 hours). Though, it can vary depending on Compliance's decision. Be sure to respond to RFIs as early as possible, as there will be no expiry extension on rejected reply. Compliance will typically respond to an RFI submission/reply within 2-3 business days.

Submit the answers before the RFI's expiry date. If the RFI expires, the user's KYC is rejected and the user must go through the update or resubmission flow to be verified again. On resubmission, it is recommended to resubmit most/all available field as user will most definitely end up getting assigned a similar RFI request.

Flow overview

sequenceDiagram
    actor Partner
    participant CardsAPI as StraitsX Cards API
    participant KYC as StraitsX KYC

    Note over KYC: StraitsX needs more information about a user

    rect rgb(235, 244, 255)
    Note over KYC,Partner: RFI raised
    KYC->>Partner: customer_rfi_status_changed (sent)
    Note over Partner: Surface the questions to the user and collect answers
    Partner->>CardsAPI: Submit answers
    CardsAPI->>KYC: Forward reply
    KYC->>Partner: customer_rfi_status_changed (received)
    end

    rect rgb(235, 255, 238)
    Note over KYC,Partner: Review outcome
    alt All answers accepted
        KYC->>Partner: customer_rfi_status_changed (completed)
        Note over Partner: RFI resolved
    else One/more answer rejected
        KYC->>Partner: customer_rfi_status_changed (sent)
        Note over Partner: Only the rejected answer(s) needs new reply
    else No response before expiry
        KYC->>Partner: customer_rfi_status_changed (expired)
        KYC->>Partner: customer_kyc_status_changed (rejected)
        Note over Partner: User must update or resubmit
    end
    end