This article will help you:
- Understand what exceptions are, and why they occur.
- Search for reports which are Pending due to exceptions, and help resolve them.
- Direct applicants to the Applicant Portal or the appropriate link to provide information needed for their report to process.
This article is for the following user roles: Admin, requester, user
What is an exception?
An exception is an event that prevents a candidate's background report from being processed. Exceptions are usually the result of inadequate or inaccurate candidate information, and are often resolved by a request for more information from the candidate.
For example, if Checkr is unable to validate the name and date of birth of a candidate, or if Checkr is unable to pull a candidate’s electronic Motor Vehicle Report, then Checkr will raise an exception describing the issue and a possible resolution. Once the information requested is provided, the report will resume processing.
When an exception occurs, Checkr updates the candidate's report to display a card which describes the exception, lists the time at which the exception occurred, suggests a solution, and provides a link to upload the required documentation. Checkr also automatically sends the candidate an email notification which includes this information, and provides a secure upload link to resolve the issue.
- If the exception is related to the candidate’s name or date of birth (DOB), Checkr will request a photo of a government-issued ID.
- If it’s related to a motor vehicle record (MVR), a photo of a valid driver license is required.
NOTE: If the candidate does not respond within seven days, the report is placed in Suspended status. Suspended reports can be updated and processed if the required document is provided within 60 days of the report's creation.
Exceptions may arise for any report package. The most common exceptions occur when processing the SSN Trace, and Motor Vehicle Record. When an exception occurs, the candidate’s report will display a yellow window describing the exception, and listing a document that must be provided for review by Checkr.
Some exceptions include:
SSN Trace: Exceptions may arise for this search if the date of birth or name provided by the candidate does not match the information returned by the SSN trace. For these issues, the candidate will often be asked to submit a copy of their photo ID.
NOTE: If the Information returned from the SSN Trace does not match any of their provided information, or the information on their ID, we will not be able to complete the report, and you'll need to request a new report. If the applicant believes that the SSN they provided is correct, they’ll need to reach out to their local SSA Office (see here)
Motor Vehicle Record: Exceptions will sometimes arise for this search if the driver's license number that the candidate entered does not match DMV records. When this happens, Checkr will ask to see a copy of the candidate's driver license.
Other exceptions may occur. All will provide a card that includes a description of the issue, the steps that must be taken to resolve it, a link to enter the requested information, a timestamp of when the exception was posted, and the amount of time remaining to post the information, and allow the search to continue.
How do I know when an exception occurs?
When reports are initiated, all packages listed on the report have a status of Pending. When an exception occurs, a card describing the exception and its resolution will be shown at the top of the report. The related package's status will remain Pending until the required documentation is provided, and the report processes.
To search for Candidates with exceptions which prevent their reports from completing, go to the Candidates section of the dashboard, and select Status: Pending (Candidate) from the filters.
The dashboard will display a list of candidates who have been asked to resolve their exceptions. Click into a report to see the exceptions for that candidate.
Note: If an MVR search must be re-run due to an exception, both searches will be billed on your invoice.
How do I resolve exceptions so the report will process?
Checkr provides several ways to resolve exceptions:
- Encourage your applicants to visit the Applicant Portal frequently, to check on the progress of their report. Any active exception, and a link to resolve it, will appear when they first log in.
- Send your applicants the link provided in the exception in the Checkr dashboard, and instruct them to follow the instructions provided to resolve the issue.
- Click the link on the report, and enter the requested information on your candidate's behalf.
Logging into the Applicant Portal, or clicking the link associated with the exception will prompt candidates to submit the appropriate information. They will be provided a summary of the problem, and instructions on how to proceed.
Clicking Continue will open a window in which they can upload the required document.
Checkr reviews uploaded documents within 24 hours. Once an exception is resolved, the window is greyed out, and a green checkmark is added to the exception's description. Once all exceptions are resolved, the report will resume processing.
TIP: Encourage your applicants to visit the Checkr Applicant Portal when you first initiate their background check. This will ensure that they see the request to provide additional documents quickly even if they miss the Checkr-generated email. Sending applicants to the Applicant Portal will reduce applicant questions and stress while helping keep your background screening operations timely and efficient.
When they log in, they’ll be prompted to provide the requested information.
You can also track your exception resolution rates and timelines in the Applicant Experience report in our Analytics tool to make sure your reports stay on track.