Exceptions: Addressing data discrepancies in reports

This article will help you:

• Understand what exceptions are and why they happen.
• Understand the types of exceptions Checkr reports:
  • SSN Trace exceptions
  • Motor Vehicle Record exceptions
  • US Territory Search exceptions
• Search for reports in Pending status because of exceptions, and help resolve them.
• Direct candidates to the Candidate Portal or the appropriate link to submit the information 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 processing. Exceptions usually happen because of inadequate or inaccurate candidate information. The candidate can often submit information that resolves the exception.

The example situations below result in exceptions:

• Checkr can't validate a candidate's name or birth date.
• Checkr can't pull a candidate's electronic motor vehicle record (MVR).

In these situations, Checkr raises an exception describing the issue and a possible resolution. After the candidate submits the information, the report continues processing.

When an exception occurs, Checkr updates the candidate's report to display a card that describes the exception, lists the time the exception occurred, suggests a solution, and provides a link to upload the required documentation. Checkr also automatically emails the candidate with this information and a secure upload link to resolve the issue.

• If the exception relates to the candidate’s name or date of birth (DOB), Checkr requests a photo of a government-issued ID.
• Exceptions that relate to a motor vehicle record (MVR) require a photo of a valid driver's license.
• If the exception relates to a US territories search, Checkr might require government ID, current address, address in country, place of birth, or mother’s maiden name.

If the candidate doesn't respond within 7 days, the report status changes to Suspended. If the candidate submits required documentation within 30 days of the request for it, a suspended report can update and process. After some time, the report automatically changes to Complete status and screenings cancel. If you want the report to complete in its current state, you can use the Complete Now feature.

Exception types

Exceptions can happen for any report Package. The most common exceptions occur when processing the SSN Trace, Motor Vehicle Record, and US Territory Search. When an exception occurs, the candidate’s report has a yellow window describing the exception and specifying which document Checkr requires for review.

SSN Trace exceptions

SSN Trace exceptions can happen if the candidate provided a name or birth date that doesn't match the information returned by the SSN Trace. For most of these issues, the candidate receives an email asking them to re-enter their Social Security number.

While waiting for the candidate to respond to the request, the screening has a Pending status for 7 days.

After the candidate enters and confirms a new SSN, the trace runs again. The report updates with the exception's new status. Note that if the new SSN doesn't match, the report has a Suspended status. After 30 days, the Suspended status automatically changes to Complete, and incomplete screenings cancel.

If the information returned from the SSN Trace doesn't match the information provided, Checkr can't complete the report, and you must request a new report. If the candidate believes that they entered the correct SSN, ask them to contact their local Social Security office. (To find your local office, go to https://secure.ssa.gov.)

Checkr issues the following types of SSN Trace exceptions:

Motor Vehicle Record exceptions

Exceptions sometimes happen if the driver's license number that the candidate entered doesn't match DMV records. In this situation, Checkr asks for a copy of the candidate's driver license.

Other exceptions can happen. Checkr provides a card with the information below:

• Issue description
• Steps for resolving the issue
• Link for entering the requested information
• Timestamp of the exception
• Time left to enter the information and allow the check to continue

US Territory Search exceptions

When a US Territory Search is enabled as part of a State Criminal Records Check, an exception may be triggered to collect additional candidate information. Depending on the US territory searched, the candidate will be prompted to submit the information below: 

• Government ID
• Current address
• Address in country
• Place of birth
• Mother’s maiden name

After the candidate submits the additional information, the US Territory Search processes.

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 stays Pending until the candidate submits the required documentation and the report processes.

To search for candidates with exceptions that prevent their reports from completing, go to the Candidates section of the dashboard, and select Status: Pending (Candidate) from the filters.

The dashboard lists candidates who have been asked to resolve their exceptions. Click a report to show that candidate's exceptions.

How do I resolve exceptions so that the report will process?

Resolving exceptions requires candidates to submit additional information. In addition to the email sent candidates, requesting this information, Checkr also provides the following ways to help resolve exceptions:

• Encourage your candidates to visit the Candidate Portal frequently to check their report's progress. Active exceptions, and links to resolve them, appear when they first log in.
• Send your candidates the link for the exception in the Checkr dashboard, and ask them to follow the instructions to resolve the issue.
• Click the link on the report, and enter the requested information on your candidate's behalf.

Logging in to the Candidate Portal or clicking the link for the exception will prompt the candidate to submit the appropriate information. The candidate receives a summary of the problem and instructions for what to do.

Clicking Continue opens a window where they can upload the required document.

Checkr reviews uploaded documents within 24 hours. After an exception is resolved, the window dims and the exception's description has a green checkmark. After all exceptions resolve, the report continues processing.

When candidates log in, they’ll be prompted to submit the requested information.

You can also track your exception resolution rates and timelines in the Candidate Experience report in the Analytics tool to make sure that your reports stay on track.