FAQS

How can we help?

Introduction

What is Xref?

Xref is an automated reference checking software that employers can use to quickly and securely request information from a candidate’s previous employer.

The online approach provides 60% more data than traditional methods while protecting organisations from the risk of reference fraud.

Reference questionnaires are built by the employer and can be tailored to suit the role they are hiring for. Previous employers/referees can complete the questionnaire in their own time, on any device, resulting in less disruption to their day and more time to consider their feedback.

Candidates are given complete transparency over the entire process, with progress updates available from within the platform. This helps to alleviate any anxiety they may have over the status of their reference contributing to a positive hiring experience.

Upon completion, employers can access a secure record of the reference report with analytics, such as core competency metrics, word count and sentiment analysis.

How does Xref work?

The Xref reference check process can be broken down into four steps.

  1. An employer selects the reference template they want to use and the number of references they would like the candidate to provide and sends a request to the candidate.

  2. The candidate logs into the Xref platform, confirms their details and provides the details of their reference.

  3. The previous employer receives an email inviting them to complete the questionnaire provided via the Xref platform.

  4. The employer receives a notification that the reference has been completed along with a link to a full reference report.

How long do Xref references take to complete?

References take approximately 10 - 15 minutes to complete and are usually returned within 24-36 hours of request.

What questions does Xref ask?

The questions asked are determined by the employer and are checked by Xref for privacy and discrimination breaches and to ensure questions are optimised.

Do referees receive reminders?

Referees will receive a gentle reminder after 24, 36 and 48 hours if the reference has not yet been completed.

What reference report formats are available?

Reference reports can be viewed within the Xref platform or exported as a PDF.

Can employers create custom questionnaires?

Yes, our Customer Success team can review and optimise your existing questionnaire or work with you to build a new one from scratch.


All questionnaires are reviewed to ensure they deliver valuable insights, relevant to the role you are


recruiting for, and ensure there is no breach in privacy or discrimination.

Does Xref integrate with my Applicant Tracking System?

Check out our integrations page for details on all our current integrations. If your HR system is not there please let us know. We would welcome an opportunity to speak to your provider in order to streamline your recruitment process even further.  

Setup and Training

How long does it take to get set-up an Xref account?

You can be set up within 24 hours after payment and once your reference templates have been provided. Our onboarding process also includes a free 30 minute training session.

What support does Xref provide?

We offer 24 hour online support from Monday - Friday for candidates, referees and customers.

Compliance and Privacy

Where is your data stored?

All Xref data is stored in Australia on Amazon Web Services (AWS), the world leading cloud-based storage provider.

Is Xref data secure?

Yes, the green padlock icon you’ll see in the Xref platform URL means we are SSL certified. SSL Certificates are small data files that digitally bind a cryptographic key to an organisation's details.

Is Xref compliant with data protection laws?

Yes, Xref takes its responsibilities under data protection legislation very seriously and complies with International laws. Please check our Privacy Policy for more information. 

Is Xref GDPR compliant?

Yes, the Xref platform, our process for of collecting data and method of storing data are all fully GDPR compliant.

Introduction

How will the Xref process work for me?

You have been nominated to provide a written reference for a former employee.

The potential employer has chosen to use Xref to gather your feedback - a secure, mobile-friendly platform that ensures your opinions will arrive without amendment or misinterpretation.

To provide feedback, you will need to click on the link in the email sent to you from Xref. From within the platform you will need to:

  • Confirm your details

  • Confirm the dates the candidate worked with you

  • Provide feedback regarding the employment history of the candidate

You can complete the reference on any device and will receive a gentle reminder after 24, 36 and 48 hours. Once complete, the reminder emails will stop and the employer and candidate will be notified.

If, after 3 days, the reference has not been completed, the candidate may choose to nominate an alternate referee.

Technical Help

I can’t access the link

There may be a number of reasons why a link cannot be accessed. If you cannot access the login link, please try the following:

  • Check that you have an internet connection

  • Web Browser - update your browser or use an alternative. Google Chrome, Safari, Firefox and Internet Explorer (Version 11) are all compatible browsers.

  • Cookies - delete your cache and cookies. This will be in your browser settings.

  • Try accessing the link on a different device

If you are still having trouble, please submit a case to Customer Success below using the same email address used to log in to Xref.

Providing Feedback

This is against company policy, what shall I do?

The prospective employer requires written references for their records. If you are unable to engage in the process please click on the decline link in the email and the candidate will be asked for details of an alternative referee.

Can I find out more information about the company/role the candidate has applied for?

Xref is not part of the prospective employer’s decision making process and any information shared would have to be at the discretion of the employer or the candidate. If you need more information, please speak with the candidate directly.

Can you contact me via phone?

The prospective employer has chosen to use Xref to gather written feedback on the candidate for their records. The advantage for you is that you can complete the reference in your own time and with the peace of mind that your thoughts and opinions will arrive securely, without amendment or misinterpretation.

Should you not wish to engage in the Xref process please click on the decline link in the email and the candidate will be asked for an alternative referee. Rest assured, this will not reflect badly on the candidate.

Introduction

How will the Xref process work for me?

Your potential employer has requested to use Xref to collect written references from your nominated referees.


You will receive an email from Xref with a link to log into the platform to start the process. From within the platform you will be asked to confirm:


  • Your details

  • The dates you were employed by or working with your referees

  • The name, email and phone number of your nominated referees


Please advise your referees that they will then receive an email from Xref with a link to provide feedback online.


Referees can provide their feedback on any device and will receive a gentle reminder after 24, 36 and 48 hours if the reference has not yet been completed.

What happens once the referee has completed the reference?

Your employer will receive a notification that the reference has been submitted. They will then review the references and be in touch with you regarding the next steps in the hiring process.

Can you contact my referee via phone?

Your prospective employer requires written references for their records. Xref provides your prospective employer with the technology to quickly and securely request and receive these references.


The advantage to your referees is that they can complete the reference in their own time with the peace of mind that the information they provide cannot be amended or misinterpreted.


Who should I put as my referee/s?

Your prospective employer will decide how many references you require and provide guidance on who they should come from (for example, their job title and role when they worked with you). This instruction will be detailed in the first email sent to you by Xref.


If you are still unsure of who to put as your referee, please speak with your prospective employer for further clarification.

Technical help

I can’t access the login link / My referee can’t access the link

There may be a number of reasons why a link cannot be accessed. If you or your referee cannot access the Xref login link, please try the following:


  • Check that you have an internet connection

  • Web Browser - update your browser or use an alternative. Google Chrome, Safari, Firefox and Internet Explorer (Version 11) are all compatible browsers

  • Cookies - Delete your cache and cookies. This will be in your browser settings

  • Try accessing the link on a different device


If you are still having trouble, please contact Customer Success by submitting a case below using the same email address used to log into Xref.

Requesting an Reference

I don’t know who to put as my referee/s

Your prospective employer will decide who your referee(s) should be. This instruction will be detailed in the first email sent to you by Xref.

If you are still unsure of who to put as your referee, you will need to clarify this with your prospective employer - Xref is the technology provider, we don’t make any of the reference related decisions.

I have withdrawn my application

If you have withdrawn your job application, you will need to inform the prospective employer yourself. Xref is the reference technology, we have no other involvement in the recruitment process. Your hiring manager can then delete the Xref request and you will no longer receive any automated emails.

Can you contact my referee via phone?

Your prospective employer requires written references for their records. Xref provides your prospective employer with the technology to quickly and securely request and receive these references.

The advantage to your referees is that they can complete the reference in their own time with the peace of mind that the information they provide cannot be amended or misinterpreted.

Xref sends your referees automated reminder emails, however, It is your responsibility to seek permission from your referees and advise them of the Xref process.

Tracking and Editing an Xref

How do I track the progress of my reference?

To track the status of your reference, simply follow any of the login links Xref has emailed to you. Once logged in you can see the progress status of your referees. Xref will send you confirmation emails when a reference has been completed.

How do I update/replace my referee?

To update/replace a referee within Xref, simply follow any of the login links Xref has emailed to you. Within the platform you can replace details and add new referees. Once you have entered the new information, you can review and then submit the updated details. Xref will then immediately email a reference request to the new referee.

I have withdrawn my application - how do I cancel the request?

If you have withdrawn your job application, you will need to inform the prospective employer or recruiter you are dealing with yourself, they can then delete the Xref request and you will no longer receive any automated emails.

Building a questionnaire

How do I set up a new questionnaire?

You can upload a new questionnaire by logging into Xref and going to the ‘Questionnaires’ page. Here, you will be able to upload new questionnaires and review any existing.

How do I change an existing questionnaire?

If you want to make any changes to a questionnaire that is already set up, simply navigate to the ‘Questionnaires’ tab and click on ‘New Questionnaires’. Here you can upload a document that details the name of the questionnaire and the questions you would like to edit, remove or add.


There is no limit to how many questionnaires you can have on your account. For best practice tips or advice on questionnaires, please contact your Customer Success Manager.

How do I create a new user?

Account admins are able to set up new users and deactivate anyone who is no longer using the account.


Once logged in, the account admin will need to click on the settings/gear icon in the top right hand corner and select 'Manage Users' followed by 'Create New User' (again, in the top right corner) . Then simply follow the prompts to submit the new user’s details. again.


If you would like to find out who your account admins are please contact your Customer Success Manager.

Canceling or Deleting a Reference

How do I cancel or delete an Xref?

If an Xref is ‘pending’, you have the option to delete it or stop the request. The ‘Delete’ and ‘Cancel’ buttons can be found to the right of an Xref request.


You can only delete an Xref (and have the credit returned to your account) before the candidate has uploaded their referee details. Once they have been entered, the only option will be to ‘Cancel’ the request. This will ensure no more automated reminder emails are sent out.


Once a request has been stopped it will move to the ‘Archived’ tab.

Progress and Reminders

How can I track the progress of a reference?

Xref has a lifecycle feature where you can monitor every activity associated with a reference request. This includes updates on your own activity, as well as that of candidates and referees. It also tracks and records when any automated reminder emails are sent out.


To see the lifecycle, simply click on the candidate’s name on the ‘Xref Requests’ page. You can view all status icon definitions from the ‘Xref Requests’ page, by hovering over the 'References’ information icon.

Do the candidates and referees receive reminder emails?

Automated reminder emails are sent to both candidates and referees.


Once your request is made the candidate is immediately emailed and asked to provide referee details via Xref. If candidates do not action this initial request they will receive reminder emails after 24, 36 and 48 hours.


You, as the employer, will receive notifications alongside these emails so that you are aware of any delays in the process.


It is important to prepare your candidates and bring them up to speed with the Xref process before making a request, so they can immediately action the email and ensure references are returned quickly.

What does ‘Unobtainable’ mean?

'Unobtainable' means that all reminder emails have been sent to the referee but they have not completed the reference. The candidate is encouraged to either follow up with their referee or submit details of an alternative referee. 


Even when an Xref is ‘Unobtainable’ the referee’s login link will remain active and, if the referee chooses to, they can  complete the reference as normal.


You can view all status definitions from the ‘Xref Requests’ page, by hovering over the 'References’ information icon.


Replacing a Referee

Can I replace the candidate’s referee?

Only candidates have the ability to replace their unresponsive or declined referees, by following any of the login links Xref has emailed to them.


Once they have entered their details, the new referee will immediately receive an email from Xref requesting a reference. You can track all of these changes on the Xref lifecycle. To see the lifecycle, simply click on the candidate’s name in the ‘Xref Requests’ page.

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