Customer Lifecycle
This article details the requests and tools clients have available to manage customers.
Nium API
The following table details the requests available to manage customers:
Stage | Description |
---|---|
Update a customer | The Customer Update API can update a customer's information at any time after the onboarding. complianceStatus = COMPLETED , you can update only the customer email and mobile fields.complianceStatus is any other value, any customer information can be updated.authenticationCode needs to be passed in the API within the EU and UK regions. |
Get a customer's details | The Customer Details API gets the detail information of the customer at any time. status field shows the status of the customer in the Nium platform.complianceStatus field shows the status of the compliance check for the customer. |
Get a list of customers | The Customer List API gets a list of customers under you, which can be further filtered based on query parameters such as email address, mobile number, etc. |
Block/Unblock a customer | The Block/Unblock Customer API enables you to block or unblock a customer's account from processing any further activity. |
Customer Lifecycle
When a customer passes KYC checks and gets approved by Nium, the customer#status
updates to Clear.
As your business needs change and customers come and go, you may need to suspend or block customers. Use the Block/Unblock Customer request to help manage customers.
As you manage customers
the status
updates from Clear depending on the action you're performing.
The following table details the different statuses
a customer
can change to after getting approved in Nium. The different states of customers, as documented in the status
column, can be reviewed using the Customer List V2 request.
Action | Description | Block/Unblock Customer - action | status |
---|---|---|---|
Suspend a customer’s account | Customer accounts can be suspended by you or Nium’s Compliance team at any time. | TEMPORARY_BLOCK | Suspended |
Unsuspend a customer’s account | Customer accounts can be unsuspended by you or Nium’s Compliance team at any time. | UNBLOCK | Clear |
Close a customer’s account | • Customer accounts can be closed by you or Nium’s Compliance team at any time. • This is a permanent change and status. Once closed, the customer’s information can be resubmitted to create a new customer .• A new customerHashId will be assigned to the customer. | PERMANENT_BLOCK | Blocked |
Terminate a customer's account | • Customer accounts can be terminated by Nium’s Compliance team at any point of time due to fraudulent/ prohibited activities. • Account termination is a terminal state and can only be performed by Nium's compliance team. • Once terminated, the same customer’s information can't be used to create a customer and won't be accepted by Nium. | Not applicable | Blocked |
Suspend Customer Account
Call the Block/Unblock Customer API with the TEMPORARY_BLOCK
parameter, include one of the following in as the reason
:
CLIENT_REQUEST
CUSTOMER_REQUEST
POTENTIAL_SANCTION
SUSPICIOUS_ACTIVITY
Example of a failed message response where the provided reason is not included in the above list:
{
"status": "BAD_REQUEST",
"message": "Invalid Reason Provided",
"errors": [
"Reason is not valid to Temporarily Block Customer"
]
}
Example of a successful message response:
{
"status": "OK",
"message": "Customer has been Blocked Temporarily",
"errors": []
}
Close Customer Account
Customer accounts can be closed by you or Nium's compliance team at any time.
Closing a customer's account is permanent, so if you suspect fraudulent or suspicious activity, suspend the account and contact your Nium account manager or Nium Support to review the customer's activity and block the account if necessary.
If you want to proceed with permanently closing a customer's account, call the Block/Unblock Customer API with the PERMANENT_BLOCK
parameter and include one of the following in the reason
parameter:
UNRESPONSIVE_CUSTOMER
CUSTOMER_REQUEST
DECEASED
DORMANCY
OTHER
Any existing balances will be refunded by Nium's operations team. If you have any questions about refunds, please contact your Nium account manager or Nium Support.
To reopen a closed account, the customer must go through the onboarding process again and resubmit their information. Customers can resubmit their application and go through the eKYC process again using the:
- Onboard Corporate Customer request for corporate customers.
- Unified Add Customer request for individual customers.
Unblock Customer Account
A customer can be unblocked, but only in two scenarios:
- You can unblock only if you request the temporary block.
- Nium can unblock only if Nium requests the temporary block.
When calling the Block/Unblock Customer API with the UNBLOCK
parameter, include one of the following in the reason
parameter:
CLIENT_REQUEST
CUSTOMER_REQUEST
Tags
Nium offers the option to pass customized information via tags in the Unified Add Customer API and the Onboard Corporate Customer API. This feature is applicable for individual and corporate customers, and you can update or delete the tags. For details, see the Manage Customer Tags API.
Notifications via Callback URL
Any change in the compliance life cycle will be notified to you by a callback URL, configured at your system. For details, see Callback to receive customer compliance status.
Rejected Customer
When a customer is rejected, the process is as follows:
- Continue from any Add customer flow, where
status=PENDING
andcomplianceStatus=ACTION_REQUIRED
. - Nium compliance sends a callback request for the
complianceStatus
withcustomerHashId
. - Send a response with the HTTPS status code
200
. - Collect and send your customer's details in a
GET
request to the Customer Details V2 API with thecustomerHashId
. - Nium compliance is unable to process the customer onboarding and rejects the customer. Nium compliance updates the compliance status from
ACTION_REQUIRED
toREJECT
. - Nium sends a response with the following:
kycStatus=FAILED
complianceStatus=REJECT
remarks
complianceRemarks
- Tell the customer that the KYC failed and offer an option to reinstate KYC.
- Send a
POST
request to the Unified Add Customer API with corrected information and the existingcustomerHashId
. - Nium returns:
customerDetails
complianceStatus=COMPLETED
kycStatus=CLEAR
Terms and Conditions
Updated 6 months ago