Decline Handling Call

Before you dial

• The decline reason confirmed by the desk lead (or the specific screening minimum not met, if during qualification)
• The reason code and the wording you are allowed to share (your lead tells you what may be shared)
• Honest alternatives identified with your lead: another product, a re-check date, credit repair, or none
• Consent and calling window confirmed

The flow

1. Opening

You: Hi (MERCHANT NAME), this is (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. I'm calling with an update on your (PRODUCT) file. Is now a good time?

2. Deliver the news clearly

Say it early, in plain words. Do not make them wait through small talk.

You: I'm sorry to say that we're not able to move your file forward right now. You: The main reason is (APPROVED REASON IN PLAIN WORDS).

Examples of plain, approved reasons:

• "The programs we work with need at least (MINIMUM) months in business, and you're at (NUMBER)."
• "Monthly deposits need to be a bit higher than they are right now for these programs."
• "With the number of advances currently on the account, the funders we work with aren't able to add another one."
• "There's an open item, (BANKRUPTCY, TAX LIEN, JUDGMENT), that needs to be resolved first."

Why it works: clear bad news, delivered early and kindly, is more respectful than vague hope. Merchants can plan around a clear answer.

If they say "Why? Other companies said I was approved"

You: I understand that's frustrating. I can only tell you what the funders we work with have said. Nobody is approved until a funder reviews the file and makes an offer in writing. If someone has given you a real written offer, read it carefully and make the decision that's right for you.

If they get upset

You: I hear you, and I'm sorry. You put time into this, and it's not the answer you wanted. Let me tell you what I think could help from here.

Stay calm and kind. If they become abusive, end the call politely and note it. If they mention a lawyer, complaint or regulator, listen, note their words and escalate.

If the funder's reason may not be shared

You: The funder didn't share a detailed reason with us that I can pass on. What I can tell you is what usually helps files like yours, and when it makes sense for us to look again.

3. Offer honest alternatives

Choose only the options that genuinely fit. If none fit, say so.

Alternative 1: A re-check date

You: Time and history help a lot. Once you reach (MILESTONE, FOR EXAMPLE 6 MONTHS IN BUSINESS), things may look different. Would it be OK if we checked back in around (MONTH)?

Alternative 2: A different product

You: Based on what you told me, (OTHER PRODUCT) may be a better fit than (ORIGINAL PRODUCT). It works differently: (ONE-LINE PLAIN DESCRIPTION). Would you like me to have the team take a look?

Examples: an owner with strong personal credit but a new business might fit 0% Business Credit Cards (with full card disclosures). A business waiting on invoices from other businesses might fit Invoice Factoring. A merchant buying one machine might fit Equipment Lending.

Alternative 3: Credit repair

You: Credit seems to be holding things back. We offer a credit repair service that reviews your credit reports and disputes items that are wrong, outdated or can't be verified. I want to be clear: results vary, nobody can promise a higher score, and accurate information can't be removed. Would you like someone from that team to explain how it works?

The company handles contracts, disclosures and any fees. You never quote a fee or a result.

Alternative 4: Talk to their bank, or wait

You: Honestly, sometimes the best option is no new funding right now. If you have a relationship with your bank, it's worth asking them too. Banks are often the lowest-cost option when they can say yes.

Alternative 5: Heavy existing advances

You: You mentioned your current payments are heavy. Adding more funding usually makes that harder, not easier. Would you like someone from our team to talk with you about whether our MCA Bailout program could help? I can't promise it will lower your payments, and any option would show you the total cost side by side before you decide.

If they mention default or stopping payments, escalate the same day. Never advise them to stop paying a funder.

Why it works: an honest alternative turns a "no" into trust. A merchant who was treated well after a decline often comes back, or sends a friend.

4. Agree the next step

You: So, to confirm: (NEXT STEP). I'll note that, and (WHO) will reach out (WHEN). Is the best way to reach you still (CHANNEL)?

If they say "Don't contact me again"

You: Understood. I'll remove you from our list. Thank you for your time, and I wish you and the business all the best.

Process the opt-out in every system immediately.

5. Close

You: Thank you for your patience, (MERCHANT NAME). I'm sorry it wasn't better news today. If anything changes before then, you can always reach us at (COMPANY PHONE).

Objections

They say	Go to
"Can you just try one more funder?"	Objection Handbook: After a decline
"What if I send different statements?"	Objection Handbook: After a decline (and escalate)
"This is a waste of my time"	Objection Handbook: Trust and spam
"Can you help me fix my credit fast?"	Objection Handbook: Credit

After the call

DECLINE CALL · (DATE TIME) · (YOUR NAME) Product: (PRODUCT) · Reason code: (CODE) · Reason shared: (WORDS USED) Merchant reaction (their words): (TEXT) Alternative offered: (RE-CHECK, OTHER PRODUCT, CREDIT REPAIR, BANK, BAILOUT REVIEW, NONE) Merchant chose: (CHOICE) Re-check date: (DATE OR NONE) · Consent status: (STATUS) Escalations: (NONE, OR DETAILS)

Move the lead to "Declined" with the reason code, and to "Nurture" with the re-check task, or to "DNC" if they opted out.

Check yourself

1. Why do you share the decline early in the call?
2. A merchant asks, "If I send different statements, will that help?" What do you do?
3. Which three things must you say when offering credit repair?
4. When is "no new funding right now" the honest alternative?
5. What two stages might the lead move to after this call?

© Narqix Academy