Did Not Qualify (DNQ) — Benchmark Mortgage

Trigger In

Client assessed — one or more qualification barriers identified. Can be triggered from Initial Contact (B1), App Pending (B2), or App Rec'd (D1) depending on when the barrier is identified.

The three DNQ barriers

Income

Verifiable income does not support the mortgage amount. May be self-employment income, employment gaps, insufficient documentation, or an income type not accepted by lenders.

Credit

Credit score below lender thresholds, derogatory marks, collections, consumer proposals, or bankruptcy history. Credit barriers often have a defined recovery timeline.

Equity

Equity / Down Payment

Insufficient down payment for a purchase, or insufficient equity for a refinance or switch. Client may be accumulating savings or waiting on a market shift.

Flag the barrier(s) on the EP card PKD-DNQ-1

When a file moves to DNQ, mark every applicable barrier on the EP card. A file can carry more than one — a client may have both a credit issue and an equity gap at the same time.

The barrier flags are what drive the re-engagement campaign below. Without accurate flags, the wrong campaign will run — or no campaign at all.

⚑ Evaluate all three barriers before closing the file, not just the most obvious one. A client who resolves their income issue may still have a credit barrier that needs attention.

⚠ GAP — confirm which EP fields carry these flags and how they are set

Re-engagement drip campaign PKD-DNQ-2

AUTO Targeted by barrier — EP triggers the right campaign based on flags set at DNQ

Each DNQ file receives a tailored campaign based on its barrier flags. Messaging addresses the specific obstacle and positions Benchmark as the partner to help the client get qualified.

Barrier flags	Campaign focus
INCOME	Income qualification guidance — self-employment strategies, documentation tips, when to re-apply
CREDIT	Credit improvement — score-building steps, timeline expectations, what to avoid
EQUITY	Savings milestones — how much they need, when to reconnect, market context and programs
INCOMECREDIT	Income and credit combined — sequenced re-engagement addressing both tracks
INCOMEEQUITY	Income and savings track — may include first-time buyer program guidance
CREDITEQUITY	Credit and equity track — longer timeline, early engagement on both fronts simultaneously
INCOMECREDITEQUITY	All-barriers nurture — longest timeline, patient relationship-building with milestone check-ins

⚠ GAP — campaign content, cadence, and EP automation sequences to be built out with the team

Trigger Out

Client resolves their barrier(s) and re-engages → re-enters pipeline at App Pending (B2). Barrier flags updated on the EP card to reflect what changed.