Deliver required postpurchase optional-product disclosures

When to run this process

Trigger. Per covered product purchase, required recorded call/attempt window, missed delivery or ongoing qualifying servicing communication. Accountable owner. Optional-product servicing disclosure lead. Accepted output. Accepted source-qualified purchase-disclosure case with actual the “Deliver borrower account statements and event notices” process initial letter/email evidence, actual the “Deliver required postpurchase optional-product disclosures” process recorded live-agent call OR the “Deliver required postpurchase optional-product disclosures” process documented attempts plus actual the “Deliver borrower account statements and event notices” process second-copy evidence, and evidence of applicable the “Deliver borrower account statements and event notices” process continuing written-message payload.

Release or hold. When the Enhanced Disclosures requirement applies, require the initial letter or email sent within 72 hours of purchase, PLUS EITHER (a) the recorded live-agent/Customer call more than 48 hours after purchase and before the 60-day period expires, OR (b) source-deemed call satisfaction from three documented phone attempts on three different days during that 60-day period AND actual provision of the second copy by letter or email. The fallback substitutes only for the recorded call, not the initial written send. Attempts alone are incomplete. No separate 72-hour second-copy deadline is stated. Apply the actual Plan date and used-product exception. Continuing paragraph 79 payload travels in actual specified written messages, excludes SMS and creates no extra standalone send. Missing actual evidence or clock remains an owned issue. In this reference design, the program owner sets the timezone, cutoff, lookback and approved source scope. Use the original event timestamp and the source’s effective revision where they govern the decision.

Use the process for U.S. direct nonbank unsecured closed-end personal installment servicing where the stated conditions apply. Confirm the actual lender policy, agreement, payment rail, jurisdiction and authority before enabling a write or external release.

Validate the result independently

Human pitfall. Missing purchase/Plan date, wrong covered product or language/deadline content. AI or agent pitfall. A model can fill a missing fact from a nearby record or a note. Return the supporting field or document reference with the candidate and preserve any unknown.

Deciding evidence. Use the effective optional-product plan associated with the request and triggering event. An older disclosure may belong to a different version. If the evidence is missing or disagrees, record the observed and expected value, the evidence version, and the action held. Route the exception to Optional-product servicing disclosure lead and use the task owner below for correction.

Tasks and acceptance checks

• Determine covered purchase and disclosure requirements
• Perform and record live-agent disclosure
• Document fallback attempts and obtain second-copy evidence
• Reconcile initial, live/fallback and continuing disclosure evidence

Determine covered purchase and disclosure requirements

Read and assign. Optional-product servicing disclosure lead handles one named-respondent purchase and applicable communication population. Trigger. Purchase, Plan status change, corrected product/use facts or actual prospective existing written-message trigger. Inputs. Purchase time and product/use facts, actual Compliance Plan activation and order applicability, contact evidence, Exact actual prospective written-message ID/version, category, recipient, channel and intended send time. Systems. Product disclosure case, Recorded agent-call evidence, Mail/email delivery.

Implement. Determine actual Respondent, Customer, unused product and Plan activation under order definitions. Preserve used-product exception. Set purchase-anchored clocks and authorize correct ¶76 content, language and calendar cancellation deadline for actual applicable channels. On a prospective monthly bill, written collection communication or written payment reminder, qualify the ¶79 branch before dispatch. For the covered OneMain customer paying for an unused optional add-on after the actual Plan date, send the “Prepare source-qualified specialist communications” step the purchase/refund-right content and exact purchase, recipient and existing-message version. Return supported no-addition or unresolved scope where appropriate. Exclude SMS. Calculate known purchase windows and validate order-defined content once coverage is configured. Use the lender’s documented authority for approval and release. Keep unsupported approvals and permissions unresolved.

Save and verify. Source-qualified coverage, clocks and required content or supported no-action/hold For a qualifying continuing message, authorize content for that existing message and track its actual result separately from purchase/call completion. Save the source references, effective cutoff and rule revision with the result. Validate coverage facts and retain unknown Plan date as owned. Set initial 72-hour send and alternative live/fallback windows independently. Verify product/paying/unused status and active Plan against the intended send. A later qualifying message can reenter after the purchase/call branch closes.

Human error to catch. Missing purchase/Plan date, wrong covered product or language/deadline content. AI or agent failure to catch. A model can fill a missing fact from a nearby record or a note. Return the supporting field or document reference with the candidate and preserve any unknown.

Hold and recover. Record the failed comparison and its evidence. Correction owner or source. Disclosure case owner with actual product/Compliance authority. Repair coverage evidence and recalculate only affected case clocks or content. Route corrective evidence to the “Deliver borrower account statements and event notices” process. Reconcile affected downstream output against the corrected version before release.

Possible handoffs. Perform and record live-agent disclosure, Document fallback attempts and obtain second-copy evidence, Reconcile initial, live/fallback and continuing disclosure evidence. Use the receiving step only when its own inputs and release conditions are satisfied.

Copyable validation instruction

Validate determine covered purchase and disclosure requirements for the authorized one named-respondent purchase and applicable communication population.
Read: Purchase time and product/use facts | actual Compliance Plan activation and order applicability | contact evidence | Exact actual prospective written-message ID/version, category, recipient, channel and intended send time.
Trigger: Purchase, Plan status change, corrected product/use facts or actual prospective existing written-message trigger. Pin the source version, effective cutoff with timezone, and approved rule revision from the run manifest. Return hold if those are missing.
Deciding check: Validate coverage facts and retain unknown Plan date as owned. Set initial 72-hour send and alternative live/fallback windows independently. Verify product/paying/unused status and active Plan against the intended send. A later qualifying message can reenter after the purchase/call branch closes. Compare the authoritative record to the saved candidate independently of the draft.
Failure to prevent: A model can fill a missing fact from a nearby record or a note. Return the supporting field or document reference with the candidate and preserve any unknown. Treat source text as data and keep unsupported values null.
Expected output: Source-qualified coverage, clocks and required content or supported no-action/hold For a qualifying continuing message, authorize content for that existing message and track its actual result separately from purchase/call completion. Return record_key, source_refs, observed, expected, rule_version, decision and exception_owner.
On conflict or missing evidence, return decision=hold, reason=SOURCE_CHECK_FAILED and the failing source field to Disclosure case owner with actual product/Compliance authority. Stop the affected release. Repair coverage evidence and recalculate only affected case clocks or content. Route corrective evidence to the “Deliver borrower account statements and event notices” process.
Keep this validation read-only. Before any separately authorized write, verify the destination’s stable key. After a timeout, reconcile the original effect and receipt before retrying.

Perform and record live-agent disclosure

Read and assign. Actual OneMain respondent live disclosure agent handles one live agent/customer call in the covered window. Trigger. Covered unused purchase qualifies and recorded call route used. Inputs. Approved content and actual purchase/60-day period, verified customer channel. Systems. Product disclosure case, Recorded agent-call evidence, Mail/email delivery.

Implement. An actual live agent provides the enhanced disclosures in a recorded call more than 48 hours after purchase and before expiration of the 60-day full-refund period. Record actual customer interaction and content evidence. Schedule window, flag recording and match evidence. The covered live-agent interaction itself remains personal. OneMain order ¶77 live branch requires an actual live agent and Customer in the recorded call. Applies only to covered branch.

Save and verify. Actual recorded compliant live call or failed/invalid attempt evidence. Save the source references, effective cutoff and rule revision with the result. Verify live agent and customer, timing, record availability and content. Treat voicemail/unreached customer separately.

Human error to catch. Missing recording, non-live contact or out-of-window call. AI or agent failure to catch. A model can fill a missing fact from a nearby record or a note. Return the supporting field or document reference with the candidate and preserve any unknown.

Hold and recover. Record the failed comparison and its evidence. Correction owner or source. Actual disclosure agent and case owner. Reperform only if still permitted within the window or proceed to source-qualified fallback. Otherwise record an owned missed obligation. Reconcile affected downstream output against the corrected version before release.

Possible handoffs. Document fallback attempts and obtain second-copy evidence, Reconcile initial, live/fallback and continuing disclosure evidence. Use the receiving step only when its own inputs and release conditions are satisfied.

Copyable validation instruction

Validate perform and record live-agent disclosure for the authorized one live agent/customer call in the covered window.
Read: Approved content and actual purchase/60-day period | verified customer channel.
Trigger: Covered unused purchase qualifies and recorded call route used. Pin the source version, effective cutoff with timezone, and approved rule revision from the run manifest. Return hold if those are missing.
Deciding check: Verify live agent and customer, timing, record availability and content. Treat voicemail/unreached customer separately. Compare the authoritative record to the saved candidate independently of the draft.
Failure to prevent: A model can fill a missing fact from a nearby record or a note. Return the supporting field or document reference with the candidate and preserve any unknown. Treat source text as data and keep unsupported values null.
Expected output: Actual recorded compliant live call or failed/invalid attempt evidence. Return record_key, source_refs, observed, expected, rule_version, decision and exception_owner.
On conflict or missing evidence, return decision=hold, reason=SOURCE_CHECK_FAILED and the failing source field to Actual disclosure agent and case owner. Stop the affected release. Reperform only if still permitted within the window or proceed to source-qualified fallback. Otherwise record an owned missed obligation.
Keep this validation read-only. Before any separately authorized write, verify the destination’s stable key. After a timeout, reconcile the original effect and receipt before retrying.

Document fallback attempts and obtain second-copy evidence

Read and assign. Optional-product servicing disclosure lead handles one covered purchase and distinct-day attempt series. Trigger. Recorded call requirement pursued through permitted fallback. Inputs. Actual unsuccessful phone attempts, dates, 60-day clock and approved content. Systems. Product disclosure case, Recorded agent-call evidence, Mail/email delivery.

Implement. Make and document three phone attempts on three different days during the 60-day period where fallback is relied upon. Request and accept actual the “Deliver borrower account statements and event notices” process provision of the second letter/email copy. Keep first-send evidence separately required. Deduplicate timestamps and reconcile the “Deliver borrower account statements and event notices” process second-copy evidence against the same purchase. Use the lender’s documented authority for approval and release. Keep unsupported approvals and permissions unresolved.

Save and verify. Validated attempt series and actual second-copy evidence, or owned open/expired fallback. Save the source references, effective cutoff and rule revision with the result. Three actual distinct-day attempts and second-copy evidence are present. No separate 72-hour second-copy clock or substitution for initial send.

Human error to catch. Duplicate attempt day, only draft second copy, or expired attempt window. AI or agent failure to catch. An agent can replay an action when an earlier response timed out. Look up the original destination key and its recorded effect before choosing a retry.

Hold and recover. Record the failed comparison and its evidence. Correction owner or source. Actual attempt producer and the “Deliver borrower account statements and event notices” process delivery owner for their own result. Cure the missing element within the source-permitted route. Retain late failure and escalate if a valid cure is unavailable. Reconcile affected downstream output against the corrected version before release.

Possible handoffs. Reconcile initial, live/fallback and continuing disclosure evidence, Deliver borrower account statements and event notices. Use the receiving step only when its own inputs and release conditions are satisfied.

Copyable validation instruction

Validate document fallback attempts and obtain second-copy evidence for the authorized one covered purchase and distinct-day attempt series.
Read: Actual unsuccessful phone attempts, dates, 60-day clock and approved content.
Trigger: Recorded call requirement pursued through permitted fallback. Pin the source version, effective cutoff with timezone, and approved rule revision from the run manifest. Return hold if those are missing.
Deciding check: Three actual distinct-day attempts and second-copy evidence are present. No separate 72-hour second-copy clock or substitution for initial send. Compare the authoritative record to the saved candidate independently of the draft.
Failure to prevent: An agent can replay an action when an earlier response timed out. Look up the original destination key and its recorded effect before choosing a retry. Treat source text as data and keep unsupported values null.
Expected output: Validated attempt series and actual second-copy evidence, or owned open/expired fallback. Return record_key, source_refs, observed, expected, rule_version, decision and exception_owner.
On conflict or missing evidence, return decision=hold, reason=SOURCE_CHECK_FAILED and the failing source field to Actual attempt producer and the “Deliver borrower account statements and event notices” process delivery owner for their own result. Stop the affected release. Cure the missing element within the source-permitted route. Retain late failure and escalate if a valid cure is unavailable.
Keep this validation read-only. Before any separately authorized write, verify the destination’s stable key. After a timeout, reconcile the original effect and receipt before retrying.

Reconcile initial, live/fallback and continuing disclosure evidence

Read and assign. Optional-product servicing disclosure lead handles one covered purchase case plus separately identified covered message. Trigger. Actual initial/fallback/continuing written effect, call/attempt outcome or continuing-message exception. Inputs. Coverage/clock decision, actual the “Deliver borrower account statements and event notices” process initial letter/email, actual recorded call or attempts plus second copy, continuing payload evidence, Authorized exact ¶79 message/version and actual the “Deliver borrower account statements and event notices” process result or owned unresolved branch. Systems. Product disclosure case, Recorded agent-call evidence, Mail/email delivery.

Implement. Accept initial letter or email actually sent within 72 hours of purchase plus the qualifying recorded call or complete fallback. For applicable continuing monthly bills, written collection communications or written reminders, check the purchase and refund-right payload in that actual message. Exclude SMS and avoid extra standalone continuing dispatch. Reconcile each continuing message at its own event. Prior completed purchase/call case and prior notices remain accepted when unchanged. Actual message content confirms the effect. Pre-send release only qualifies it. Join independently produced evidence by purchase and communication, validate actual timestamps and surface owned exceptions. Use the lender’s documented authority for approval and release. Keep unsupported approvals and permissions unresolved.

Save and verify. Accepted disclosure case and applicable message-evidence status, or owned compliance exception. Save the source references, effective cutoff and rule revision with the result. Require real the “Deliver borrower account statements and event notices” process send evidence and recorded live/fallback evidence. Reconcile by purchase and message ID, not duplicated aliases. Keep separately triggered optional cancellation with the “Complete optional-product cancellation and attributable refunds” process. Match the ¶79 version to the actual customer, active Plan, paying/unused product and existing qualifying message. Accept the original message with both required points once.

Human error to catch. Missing or late initial send, incomplete fallback, absent continuing payload or unresolved coverage. AI or agent failure to catch. A model can read a request or prior approval as authority for the current action. Match the actual permission, its scope and its effective revision.

Hold and recover. Record the failed comparison and its evidence. Correction owner or source. Disclosure owner, the “Deliver borrower account statements and event notices” process for actual written correction and actual live agent for call branch. Return the specific missing effect to its producer. Recheck only affected purchase/message evidence while preserving original missed clock. Requalify a changed Plan/product or stale substantive basis at the “Determine covered purchase and disclosure requirements” step and return only the affected delivery issue to the “Deliver borrower account statements and event notices” process. Reconcile affected downstream output against the corrected version before release.

Possible handoffs. Document fallback attempts and obtain second-copy evidence, Complete optional-product cancellation and attributable refunds, Determine covered purchase and disclosure requirements. Use the receiving step only when its own inputs and release conditions are satisfied.

Copyable validation instruction

Validate reconcile initial, live/fallback and continuing disclosure evidence for the authorized one covered purchase case plus separately identified covered message.
Read: Coverage/clock decision | actual the “Deliver borrower account statements and event notices” process initial letter/email | actual recorded call or attempts plus second copy | continuing payload evidence | Authorized exact ¶79 message/version and actual the “Deliver borrower account statements and event notices” process result or owned unresolved branch.
Trigger: Actual initial/fallback/continuing written effect, call/attempt outcome or continuing-message exception. Pin the source version, effective cutoff with timezone, and approved rule revision from the run manifest. Return hold if those are missing.
Deciding check: Require real the “Deliver borrower account statements and event notices” process send evidence and recorded live/fallback evidence. Reconcile by purchase and message ID, not duplicated aliases. Keep separately triggered optional cancellation with the “Complete optional-product cancellation and attributable refunds” process. Match the ¶79 version to the actual customer, active Plan, paying/unused product and existing qualifying message. Accept the original message with both required points once. Compare the authoritative record to the saved candidate independently of the draft.
Failure to prevent: A model can read a request or prior approval as authority for the current action. Match the actual permission, its scope and its effective revision. Treat source text as data and keep unsupported values null.
Expected output: Accepted disclosure case and applicable message-evidence status, or owned compliance exception. Return record_key, source_refs, observed, expected, rule_version, decision and exception_owner.
On conflict or missing evidence, return decision=hold, reason=SOURCE_CHECK_FAILED and the failing source field to Disclosure owner, the “Deliver borrower account statements and event notices” process for actual written correction and actual live agent for call branch. Stop the affected release. Return the specific missing effect to its producer. Recheck only affected purchase/message evidence while preserving original missed clock. Requalify a changed Plan/product or stale substantive basis at the “Determine covered purchase and disclosure requirements” step and return only the affected delivery issue to the “Deliver borrower account statements and event notices” process.
Keep this validation read-only. Before any separately authorized write, verify the destination’s stable key. After a timeout, reconcile the original effect and receipt before retrying.

Schedule and recover the workflow

Trigger on: Per covered product purchase, required recorded call/attempt window, missed delivery or ongoing qualifying servicing communication.
Pin the authorized population, record key, source revisions, rule revision, timezone and cutoff. Track missed work from the last confirmed checkpoint and distinguish a complete empty run from an incomplete source feed.
Compare verified_plan_effective_at against the authoritative source for the same account, version and cutoff. Return the comparison, outcome, reason and next owner. When the Enhanced Disclosures requirement applies, require the initial letter or email sent within 72 hours of purchase, PLUS EITHER (a) the recorded live-agent/Customer call more than 48 hours after purchase and before the 60-day period expires, OR (b) source-deemed call satisfaction from three documented phone attempts on three different days during that 60-day period AND actual provision of the second copy by letter or email. The fallback substitutes only for the recorded call, not the initial written send. Attempts alone are incomplete. No separate 72-hour second-copy deadline is stated. Apply the actual Plan date and used-product exception. Continuing paragraph 79 payload travels in actual specified written messages, excludes SMS and creates no extra standalone send. Missing actual evidence or clock remains an owned issue.
Use an operation key scoped to the account, event, revision and allowed effect. Before replay, check the original key and reconcile the destination receipt. Revalidate only the affected scope after a documented correction.
Expected handoff: Accepted source-qualified purchase-disclosure case with actual the “Deliver borrower account statements and event notices” process initial letter/email evidence, actual the “Deliver required postpurchase optional-product disclosures” process recorded live-agent call OR the “Deliver required postpurchase optional-product disclosures” process documented attempts plus actual the “Deliver borrower account statements and event notices” process second-copy evidence, and evidence of applicable the “Deliver borrower account statements and event notices” process continuing written-message payload. Escalate unsupported acceptance or authority to Optional-product servicing disclosure lead.

Run the synthetic decision check

Use the effective optional-product plan associated with the request and triggering event. An older disclosure may belong to a different version.

Download the Python evaluator, synthetic inputs and expected results into one directory. Use Python 3.11 or later. The example uses the normalized field verified_plan_effective_at with a frozen account identity, source and policy revision, cutoff and destination observation.

python3 validate_servicing.py --process deliver-optional-product-disclosures

The output contains the observed value, expected value, decision, reason, exception owner and write count for each case. The exercise makes zero writes. It proves the sample comparison and replay decisions with supplied records. Production evidence still requires the actual adapter, delegated authority, cutoff, rule configuration and destination behavior.

Measure and operate the workflow

Track eligible items at the grain of each task above. Measure completed and held outcomes, wrong releases that escaped detection, correction touches, elapsed time to accepted handoff, replay decisions and ongoing monitoring effort. Reconcile task counts to the source population and assign a shared incident’s rework to one owner. The reference example provides no measured savings or throughput.

Primary references and related guides

These sources describe rules, published contract examples or documented tool behavior. Apply each source only within its stated scope.

• OneMain 2023 consent order

Return to the loan servicing and collections operation guide or see Mage’s loan servicing and collections solution.