Review a refused or cancelled screening request
Keep the screening request separate from the application decision.
On this page
Check the applicant and rental before reviewing the existing request.
Step 1: Check what happened
Open the applicant’s Screening report. Confirm any refusal with the applicant; silence or an unfinished request is not a refusal.
Step 2: Review follow-up options
Open Request follow-up options and choose Refresh request status. Read whether the existing request can close.
Step 3: Record the reason
Choose Cancel this screening request or Record the applicant’s refusal. Enter Reason or source of refusal within the displayed 120-character limit.
Step 4: Review and confirm
Choose Review request closure. Check the action and reason, then choose Confirm request closure only if they are correct. Check the resulting status.
What can be closed here?
Only an unused request with no payment, payable checkout, identity session or provider order can close through this form. If another process has started, contact support about that existing request.
What does a recorded refusal mean?
This is your record of the applicant’s refusal. It does not claim they pressed a consent button. Closing the request does not decide the application, send a message or issue a refund.
What if the applicant changes their mind?
Contact support about the closed request before requesting screening again. Existing verification links stay closed; this form does not reset or reopen them.
Check the result
- Any eligible closure is recorded separately from the application decision.
FAQs
Does closing screening reject the application?
No. Review the application decision separately.
Can I close a request after payment or provider processing starts?
Not through this unused-request closure form. Follow the restriction shown and contact support.
Can I assume the applicant refused because they did not reply?
No. Confirm their intention before recording a refusal.