How SeQura made KYB review 16.3x faster and lifted first-time right by 76%
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SeQura is a Buy Now, Pay Later platform serving 4,000+ merchant stores and 1.5M+ buyers across Southern Europe. Know Your Business (KYB) onboarding used to be where its growth stalled. Today, on Duna, the ten-person team reviews cases in an average of 14.9 minutes inside Duna, 95.2% of cases are approved, and merchants complete onboarding correctly the first time in 88% of cases. Every compliance check runs against policy rules SeQura's compliance team defines before an analyst opens the case.
How KYB worked at SeQura before Duna
By summer 2024, KYB onboarding was slowing SeQura down. The team was running on a form-based tool that collected merchant information but did not validate any of it. To run KYB, they had layered separate tools around it, with some checks still done by hand. A typical case meant opening four or five tools and took four hours of analyst time. A multi-owner case, with several IDs and registry documents to verify, could absorb a full afternoon.
"Before Duna, the team had to open one tool to verify documentation, another for screening. We were jumping from tool to tool." - Fuen Hidalgo, Head of Onboarding, SeQura
Why SeQura chose a policy engine over a workflow tool
Most onboarding tools are workflow builders. They route documents and tasks between people, organising the work but not reducing it. Duna's policy engine executes the rules. SeQura's compliance team, led by compliance officer Daniel Zipse, defines the rules: what makes a merchant low, medium, or high risk; what documents are required for each legal form; what triggers enhanced due diligence. Duna runs those rules on every incoming case.
"Capacity used to be the constraint on growth. Every new vertical or market meant another round of hiring. With Duna running the policy on every case, the operation scales with the policy, not with cost."
- Rafael Alvares, Head of Product, SeQura
How SeQura reboarded 1,700 merchants for periodic KYB review
Periodic reviews are a regulatory obligation. Every few years, depending on risk tier, a merchant's KYB has to be refreshed: confirm the business still exists, check that ownership has not changed, verify that documents are current. In early 2025, SeQura took on a project the old setup could not have absorbed: reboarding 1,700 active merchants onto Duna.
The team handled the batch alongside its normal flow. At 243 minutes per case on the old stack, the queue would have meant nearly 7,000 analyst-hours, challenging to absorb without pausing new business. On Duna, the same queue ran in roughly 420 analyst-hours, about 6% of the old workload.
How SeQura raised first-time right from 50% to 88%
Onboarding is where merchants drop off. Every extra field, unclear question, or follow-up round after submission is a chance to abandon. The policy engine reduces all three. Different legal forms, verticals, and risk profiles each carry different document requirements. The policy engine encodes them, so each merchant only sees the fields that apply to them. Registry data is pre-filled where Duna can fetch it: company name, registered address, incorporation date, directors, ultimate beneficial owners (UBOs). The merchant only supplies what the registry does not know.
Fewer fields mean fewer mistakes and fewer rounds of follow-up. The aggregate effect shows up in first-time right, the metric Fuen and her team watch most closely. On the previous stack, half of the cases needed another round of documents. On Duna, 88% of onboardings are completed on the first attempt, a 76% increase in first-time right. Nearly nine in ten merchants finish without remediation.
The numbers, from SeQura's dashboard:
88% first-time right: Merchants finish onboarding with no follow-ups required.
27.5 minutes average active onboarding time per merchant: Time spent actively filling the form.
95.2% approval rate in reviews: Share of reviews that end in approval.
"Duna runs every screening and verification check against our policy before the case reaches an analyst. 88% first-time right is a result we are genuinely happy with."
- Rafael Alvares, Head of Product, SeQura
When 88% of merchants get it right the first time, onboarding stops being a bottleneck on growth.
Analysts spend their time on judgment calls
When Duna rolled out, the four or five tabs analysts kept open collapsed into one. Adverse media, PEP checks, ID verification, watchlist hits: all of it surfaced inside the case file before an analyst opened it. The screening that used to be the first thing an analyst did was now done.
That changed where analysts spend their time. Instead of assembling the same evidence on every case, they focus on the calls that require judgment: high-risk cases, edge cases, the ones where experience makes the difference.
Average analyst time per case has dropped from 243 minutes to 14.9 minutes, 16.3 times faster than before.
"Duna’s automation has changed our day-to-day. Going from over four hours per case to under fifteen minutes inside Duna means analysts spend their time on the cases that need judgment, not on the cases that don't."
- Fuen Hidalgo, Head of Onboarding, SeQura
See how Duna helps to transform compliance from manual reviews into a policy-driven operating model. Get in touch.
SeQura is a Buy Now, Pay Later platform serving 4,000+ merchant stores and 1.5M+ buyers across Southern Europe. Know Your Business (KYB) onboarding used to be where its growth stalled. Today, on Duna, the ten-person team reviews cases in an average of 14.9 minutes inside Duna, 95.2% of cases are approved, and merchants complete onboarding correctly the first time in 88% of cases. Every compliance check runs against policy rules SeQura's compliance team defines before an analyst opens the case.
How KYB worked at SeQura before Duna
By summer 2024, KYB onboarding was slowing SeQura down. The team was running on a form-based tool that collected merchant information but did not validate any of it. To run KYB, they had layered separate tools around it, with some checks still done by hand. A typical case meant opening four or five tools and took four hours of analyst time. A multi-owner case, with several IDs and registry documents to verify, could absorb a full afternoon.
"Before Duna, the team had to open one tool to verify documentation, another for screening. We were jumping from tool to tool." - Fuen Hidalgo, Head of Onboarding, SeQura
Why SeQura chose a policy engine over a workflow tool
Most onboarding tools are workflow builders. They route documents and tasks between people, organising the work but not reducing it. Duna's policy engine executes the rules. SeQura's compliance team, led by compliance officer Daniel Zipse, defines the rules: what makes a merchant low, medium, or high risk; what documents are required for each legal form; what triggers enhanced due diligence. Duna runs those rules on every incoming case.
"Capacity used to be the constraint on growth. Every new vertical or market meant another round of hiring. With Duna running the policy on every case, the operation scales with the policy, not with cost."
- Rafael Alvares, Head of Product, SeQura
How SeQura reboarded 1,700 merchants for periodic KYB review
Periodic reviews are a regulatory obligation. Every few years, depending on risk tier, a merchant's KYB has to be refreshed: confirm the business still exists, check that ownership has not changed, verify that documents are current. In early 2025, SeQura took on a project the old setup could not have absorbed: reboarding 1,700 active merchants onto Duna.
The team handled the batch alongside its normal flow. At 243 minutes per case on the old stack, the queue would have meant nearly 7,000 analyst-hours, challenging to absorb without pausing new business. On Duna, the same queue ran in roughly 420 analyst-hours, about 6% of the old workload.
How SeQura raised first-time right from 50% to 88%
Onboarding is where merchants drop off. Every extra field, unclear question, or follow-up round after submission is a chance to abandon. The policy engine reduces all three. Different legal forms, verticals, and risk profiles each carry different document requirements. The policy engine encodes them, so each merchant only sees the fields that apply to them. Registry data is pre-filled where Duna can fetch it: company name, registered address, incorporation date, directors, ultimate beneficial owners (UBOs). The merchant only supplies what the registry does not know.
Fewer fields mean fewer mistakes and fewer rounds of follow-up. The aggregate effect shows up in first-time right, the metric Fuen and her team watch most closely. On the previous stack, half of the cases needed another round of documents. On Duna, 88% of onboardings are completed on the first attempt, a 76% increase in first-time right. Nearly nine in ten merchants finish without remediation.
The numbers, from SeQura's dashboard:
88% first-time right: Merchants finish onboarding with no follow-ups required.
27.5 minutes average active onboarding time per merchant: Time spent actively filling the form.
95.2% approval rate in reviews: Share of reviews that end in approval.
"Duna runs every screening and verification check against our policy before the case reaches an analyst. 88% first-time right is a result we are genuinely happy with."
- Rafael Alvares, Head of Product, SeQura
When 88% of merchants get it right the first time, onboarding stops being a bottleneck on growth.
Analysts spend their time on judgment calls
When Duna rolled out, the four or five tabs analysts kept open collapsed into one. Adverse media, PEP checks, ID verification, watchlist hits: all of it surfaced inside the case file before an analyst opened it. The screening that used to be the first thing an analyst did was now done.
That changed where analysts spend their time. Instead of assembling the same evidence on every case, they focus on the calls that require judgment: high-risk cases, edge cases, the ones where experience makes the difference.
Average analyst time per case has dropped from 243 minutes to 14.9 minutes, 16.3 times faster than before.
"Duna’s automation has changed our day-to-day. Going from over four hours per case to under fifteen minutes inside Duna means analysts spend their time on the cases that need judgment, not on the cases that don't."
- Fuen Hidalgo, Head of Onboarding, SeQura
See how Duna helps to transform compliance from manual reviews into a policy-driven operating model. Get in touch.
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