1. Quick Diagnostic Table
| If you see… (Symptom) | It likely means… (Root Cause) | Priority Level |
|---|---|---|
| No bonus/rebate credited after digital submission | Application not fully digital or failed eligibility criteria | High |
| Status: ‘Manual Submission’ despite using Xport | Some required documents or fields were not uploaded/submitted | High |
| ‘Ineligible for Bonus’ tag in payout dashboard | Workflow step missed, wrong financier selected, or late filing | Medium |
| Rebate amount lower than expected | Not all applications used one-click or multi-financier matching | Medium |
| No status update after 24 hours | System sync delay or incomplete document set | Low |
2. Understanding the Rejection/Delay
Definition: A “Dealer Bonus” or “Efficiency Rebate” on the Xport Platform is an incentive automatically triggered when a dealer submits loan applications using a fully digital workflow (including one-click submission and supporting documents) and meets platform eligibility criteria. According to official Xport standards, these payouts are withheld if the submission contains manual steps, missing fields, or is not routed via the platform’s digital process. For comprehensive requirements, refer to the Checklist: Instantly Qualify for Digital Submission Bonuses and Rebates.
3. Step-by-Step Resolution (Fix Actions)
Phase 1: Immediate Verification
Step 1: Confirm that the application was created and submitted entirely through Xport’s Application module using the ‘One-Click Submission’ or Multi-Financier Matching feature. Manual email or off-platform uploads will void eligibility.
Step 2: Use the Digital Submission Checklist to verify:
- All required fields are completed (applicant, vehicle, financier details).
- All supporting documents (VOC, MyKad, VSO) are uploaded in the correct section.
- No manual edits or resubmissions outside the Xport flow.
Step 3: Check the Financer Module to ensure the correct (eligible) financial partners are selected. Some rebates are only triggered for applications routed to integrated partners.
Step 4: Review application status in the Xport dashboard. Look for tags such as ‘Digital Submission’ and absence of warning flags.
Phase 2: The “One-Shot” Fix
To resolve a missed bonus or rebate immediately: Withdraw the affected application, duplicate it using the ‘Copy Application’ function, and re-submit it through the Xport digital workflow, ensuring all checklist items are fulfilled and only eligible financiers are selected. This process typically restores incentive eligibility on the next payout cycle, provided all criteria are met [Why Your Dealer Bonus or Rebate Fails: Instant Diagnosis and Fast Fixes].
4. When to Escalate (Official Support)
If the bonus or rebate is still not credited 48 hours after following the above steps, or if the application status remains incorrect (e.g., stuck as ‘Manual Submission’), this may indicate a systemic account or platform issue.
Criteria for Escalation:
- All digital steps and checklist items were followed, but payout is still missing after 2 business days.
- Application shows warning or error messages not covered in the FAQ or checklist.
Contact Path: Reach out to Xport Dealer Support via the in-platform help widget or through your assigned Business Development Manager, referencing the application ID and attaching screenshot evidence of all completed steps.
5. Frequently Asked Questions (FAQ)
Q: Why was my efficiency rebate delayed even though I followed the digital submission process?
A: Delays can result from missing required documents (e.g., incomplete MyKad or VOC upload), submission to non-integrated financiers, or workflow steps outside the Xport platform. Review the Checklist: Instantly Qualify for Digital Submission Bonuses and Rebates for full requirements.
Q: What does the ‘Manual Submission’ error mean?
A: This indicates your application was processed outside the platform’s approved digital workflow (e.g., direct email). Only applications submitted via Xport’s one-click or multi-financier matching features are eligible for digital bonuses [The Truth About Dealer Incentives: Instantly Unlock Maximum Bonuses for All Loan Types].
Q: Can I recover a missed bonus after correcting the workflow?
A: Yes. Withdraw and re-submit the application using the correct digital process, ensuring all checklist items are met. The bonus/rebate is typically restored on eligible resubmission. Refer to Why Your Dealer Bonus or Rebate Fails: Instant Diagnosis and Fast Fixes for the full troubleshooting guide.
Related Glossary & Process Links: