☰2. Customer service for end-customers
2.1 FAQ for end-customers
In this section, a list of frequently asked questions is provided. This information is at your disposal. It is recommended to publish this information at the FAQ page on your ecommerce platform.
About DLL
Who is DLL?
DLL (De Lage Landen International BV) is a global asset finance partner enabling businesses to more easily access equipment, technology, and software to help them grow. DLL delivers sustainable and effective financing solutions, along with insights and advice, that drive smarter and more economical use of capital assets.
What is DLL embedded finance?
DLL embedded finance makes financing simple, fast, and transparent for business customers, offering financing directly at the online point of sale. Building upon DLL's long-lasting heritage in financing, with state-of-the-art technology, to transform the way businesses get financing to a frictionless and personalized experience.
What does DLL embedded finance offer?
‘Own it’ is a type of product financing. ‘Own it’ refers to loan agreements making the borrower fully pay the value of the equipment. You keep the equipment at the end of the finance term. For this option, title transfers upon commencement of lease with financing company retaining a security interest in the equipment until all payments are made. This is a great option if you wish to own the equipment.
Risks and Safety
Is it safe to enter my personal information?
We use high security measures to protect your personal data. Your personal information will not be distributed to third parties. For more information, please read our privacy statement.
Why do you need my personal information?
We ask for your personal information to verify your identity and to make sure all personal details are correct. For more information, please read our privacy statement.
What happens with my personal information?
As a financial institution, we are required to store certain personal information in compliance to laws and regulation. For more information, please read our privacy statement.
Request Financing
How can I request financing?
You can request financing through the product page of the equipment you would like to finance. Select the financing option to generate a quote. You can configure the quote to suit your needs. After configuration, you can submit the quote.
How do I configure a quote?
After selected the financing option, you can configure a quote that suits your needs. You can decide on the payment terms (monthly, quarterly, or biannually), the contract duration (depends on specific asset) and the amount of down payment. Select the options you prefer to generate a quote. The quote shows the duration, down payment, financing amount, monthly price, payback, and the interest price.
What are the conditions to receive financing?
To receive financing, you will be subject to credit- and compliancy checks. The credit check will verify whether your company is eligible for financing by looking at your company’s credit report. The credit score of a company is based on many factors, including (but not limited to) sector, financial information, and economic outlook. You will also be asked to verify your identity by submitting your ID for customer verification.
Why are not all assets eligible to financing?
Our offering is asset-based financing. Therefore, the asset will function as collateral. The suitability for financing depends on the value of the asset, the age of the asset, the specific model or brand.
Can I request financing for multiple assets?
Yes. You can finance multiple assets on one contract. Both assets need to be eligible for financing. The financing configuration and contract conditions need to be aligned on order to finance multiple assets under the same contract. You can also request financing for multiple assets separately. Through the credit application, DLL will determine whether you are eligible for the financing of each asset.
Why do you request my personal information when applying for a credit check?
We ask for your personal information to verify your identity and to make sure all personal details are correct. It might be required to provide your personal information for a personal credit check based on your business type or the industry in which you operate. ,
What is a legal entity, and which one applies to me?
A legal entity is an individual, company, or organization that has legal rights and obligations. The following types of legal entities are defined:
A. Sole proprietorship: A sole proprietorship or sole trader is an unincorporated business with a single owner who pays personal income tax on business profits.
B. Partnership LP: A limited partnership (LP) is when two or more partners go into business together, with the limited partners only liable up to the amount of their investment.
C. Partnership LLP: Limited liability partnerships (LLPs) allow for a partnership structure where each partner's liabilities are limited to the amount they put into the business.
D. Corporation: A corporation is a legal entity that is separate and distinct from its owners.
E. LLC: A limited liability company (LLC) is a business structure that protects its owners from personal responsibility for its debts or liabilities.
F. Cooperative: Cooperatives are businesses owned by “member-owners”. Co-ops are democratically controlled by their member-owners, and unlike a traditional business each member gets a voice in how the business is run.
G. Government: A governmental entity is that which is closely affiliated, generally by government ownership or control, with State and local governments.
H. Non-profit: A nonprofit organization is one that qualifies for tax-exempt status because its mission and purpose are to further a social cause and provide a public benefit.
Credit Application
How does a credit application work?
To be eligible for financing, you will need to prove your creditworthiness with an application form. The credit application provides DLL with information to determine your business’ ability to repay the loan and select an equipment loan with terms suited to your needs.
How long does the credit check take?
The duration of the credit check differs per application. An automatic credit check will be done, this will take 1-2 minutes. If this is not successful, sales support will contact you as soon as possible. Additional information might be required to complete the credit application. In this case you will receive an email with an explanation and instruction to upload additional documentation.
Why is additional documentation required for my credit application?
Multiple reasons can be given for the requirement of additional documentation. For example, there is a lack of information or there are inconsistencies in your application. You will receive an email with an explanation and instruction on what documents to upload.
Why am I being redirected to a sales representative?
Based on the information we have received; your company is not eligible for the online credit application process. For example, your company exists shorter than 2 years or is a non-profit organization. Additional requirements may be applicable to you.
Finance Application
Can I change my finance configuration in the finance application portal?
No. You can change your finance configuration on the partner website. However, this will result in the cancellation of your current finance application.
The check-out process has been disrupted, what happens to my finance application?
The finance application process will be saved. It is possible to jump back in where you have left of.
What happens after I have completed the online finance application?
Sales support will contact you to finalize your financing application. Additional information is required to complete the customer verification.
When do I receive the result of the finance application?
You receive a message within 24 hours. If the finance application is successful, the partner will provide instructions for the delivery of your order. If additional documentation is required, a sales representative will contact you as soon as possible.
Contract Signing and Authorization
How can I sign the contract?
You can electronically sign the contract through DocuSign.
Who is authorized to sign the contract?
An authorized representative of the company can sign the financing contract. This can be a legal representative or a proxy signer.
What is an authorized representative?
The authorized representative is a natural person who can legally act on behalf of the entity/customer with DLL. An authorized representative can be: the legal representative / Board of Directors of the customer (which is always a natural person) or the person that has signed the contract on behalf of the customer.
I started an application, but I am not authorized to sign, can I still finalize the application?
Yes. After completing the credit application, you can forward the application link to an authorized representative of your organization.
What is a UBO form?
A UBO form is a legal document that provides information about the owners of a company. UBOs (Ultimate Beneficial Owners) are the ultimate owners of an organization. The UBO register helps to prevent financial and economic crimes such as money laundering and fraud.
Why do I have to sign a personal guarantee?
In case your business is a sole proprietorship, a personal guarantee is required. Sole proprietorships receive no legal limited liability protection.
Therefore, sole proprietors are personally liable for all obligations, large and small, of their businesses.
Why do I not receive a direct order confirmation after I signed the contract?
After completing your finance application, you will be subject to customer verification. Your finance application is not valid until the contract is also signed by DLL. One of our sales support members will reach out to you shortly via email to initiate the customer verification process.
What is customer verification?
Customer verification is the process of authenticating a customer's identity. One of our sales support members will reach out to you to verify your identity. This will be done by making an appointment with one of the sales support representatives.
DocuSign
What is DocuSign?
DocuSign is an agreement management application that enables businesses to create, send, and automate a wide variety of forms and contracts and enables signees to sign documents electronically, thereby eliminating the need for hard copies of documents.
How does the DocuSign e-signing process work?
Find a step-by-step guide here: DocuSign signature signing process
What is a qualified electronic signature?
A qualified electronic signature (QES) is a type of eSignature that is the legal equivalent of a handwritten signature. In contrast to the basic
eSignature, QES must fulfill Identity proofing requirements, that will be carried out by an authorized third party.
Orders
How do I receive my order?
After placing your order, you will receive an order confirmation from the dealer and your financing contract. When your order is processed by the partner you will receive information about the delivery or pickup of your asset.
How can I track my order?
If your asset is being delivered, you receive shipping information from the vendor after your order is confirmed and finalized.
Payments
How do I pay?
You receive an invoice from DLL on the predetermined payment frequency.
Where can I see my payments?
You can view your payments in the LesseeDirect or DLL customer portal. These details are part of the welcome package you receive.
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