123 lines
7.6 KiB
Markdown
123 lines
7.6 KiB
Markdown
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# Identity Verification
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## Overview
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This journey covers the residence card (ID) verification process that customers must complete before they can place certain orders (such as SIM activation). Customers upload a photo or scan of their residence card, which is then reviewed by a support agent. Verification status is tracked on the Salesforce Account record. The portal shows the current status and allows re-upload if the document is rejected.
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## Portal Flow
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### Where to Find ID Verification
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ID verification is available in two locations:
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1. **Profile / Settings page** (`/account/settings`): The verification card is integrated into the settings page alongside other profile information.
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2. **Standalone verification page** (`/account/settings/verification`): This page is used when the customer is redirected from the checkout flow. It accepts a `returnTo` parameter so the customer can be sent back to checkout after uploading.
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### Status: Not Submitted
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1. When a customer has not yet submitted their residence card, the page shows:
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- A status pill labeled **"Not Submitted"** (amber)
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- An informational banner titled "Upload required" explaining what to do
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- Instructions listing:
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- Upload a clear photo or scan of your residence card (JPG, PNG, or PDF)
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- Make sure all text is readable and the full card is visible
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- Avoid glare/reflections and blurry photos
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- Maximum file size: 5 MB
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2. A **file picker** lets the customer select a file from their device.
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- Accepted formats: JPG, PNG, PDF, and other image formats
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3. After selecting a file, a preview appears showing the file name, with a **Change** button to select a different file.
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4. Click **Submit Document** to upload the file.
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5. A loading state shows "Uploading..." while the file is being sent.
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6. If the upload came from a checkout redirect (with a `returnTo` parameter), a **Back to checkout** button also appears.
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### Status: Under Review (Pending)
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1. After successful upload, the status changes to **"Under Review"** (blue).
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2. The page shows:
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- A status pill labeled **"Under Review"**
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- An informational banner: "We'll verify your residence card before activating SIM service."
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- A **submission timestamp** showing when the document was submitted
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3. The customer cannot upload a new document while the current one is under review.
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4. If arriving from checkout, a **Continue to Checkout** button appears so the customer can proceed (orders can be submitted while verification is pending, though they will not be fulfilled until verification completes).
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### Status: Verified
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1. When the agent approves the document, the status changes to **"Verified"** (green).
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2. The page shows:
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- A status pill labeled **"Verified"**
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- A success banner: "Your residence card is on file and approved. No further action is required."
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3. The customer cannot upload a new document (the upload form is hidden).
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4. If arriving from checkout, a **Continue to Checkout** button appears.
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### Status: Rejected
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1. If the agent rejects the document, the status changes to **"Action Needed"** (amber).
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2. The page shows:
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- A status pill labeled **"Action Needed"**
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- A warning banner titled "Verification rejected" with the agent's rejection reason (reviewer notes)
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- Instructions for re-uploading
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- The **submission and review timestamps** showing when the document was submitted and reviewed
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3. The **file picker** reappears so the customer can upload a corrected document.
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4. After re-uploading, the status returns to "Under Review."
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### Accepted File Types and Limits
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| Property | Value |
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| ------------ | ------------------------------------------- |
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| File types | JPG, JPEG, PNG, PDF, other images |
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| Maximum size | 5 MB |
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| Tip | Higher resolution photos make review faster |
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## What Happens in Salesforce
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- **File storage**: The uploaded document is stored as a **ContentVersion** record in Salesforce, linked to the customer's Account.
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- **Account fields updated on upload**:
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- `Id_Verification_Status__c` is set to **"Submitted"**
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- `Id_Verification_Submitted_Date_Time__c` is set to the upload timestamp
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- **Agent review**: The agent reviews the document in Salesforce and updates the Account:
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- **Approved**: Sets `Id_Verification_Status__c` to **"Verified"** and `Id_Verification_Verified_Date_Time__c` to the review time.
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- **Rejected**: Sets `Id_Verification_Status__c` to **"Rejected"**, fills `Id_Verification_Rejection_Message__c` with the reason, and optionally `Id_Verification_Note__c` with internal notes.
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- **Platform Event**: When the verification status changes, Salesforce fires a Platform Event (`Account_Update__e`). The portal receives this event and automatically refreshes the verification status in real time -- the customer sees the update without needing to refresh the page.
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- **Notification**: When the status changes to Verified or Rejected, the portal creates an in-app notification for the customer:
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- Verified: "ID verification complete" with a link to continue checkout
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- Rejected: "ID verification requires attention" with a link to resubmit
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### Salesforce Account Fields Reference
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| Field | Type | Set By | When |
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| ---------------------------------------- | -------- | ------------ | --------------- |
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| `Id_Verification_Status__c` | Picklist | Portal/Agent | Upload / Review |
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| `Id_Verification_Submitted_Date_Time__c` | DateTime | Portal | On upload |
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| `Id_Verification_Verified_Date_Time__c` | DateTime | Agent | After approval |
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| `Id_Verification_Note__c` | Text | Agent | After review |
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| `Id_Verification_Rejection_Message__c` | Text | Agent | If rejected |
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### Status Values in Salesforce
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| Salesforce Value | Portal Display | Can Submit Orders? |
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| ---------------- | -------------- | ------------------ |
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| Not Submitted | Not Submitted | No |
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| Submitted | Under Review | Yes |
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| Verified | Verified | Yes |
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| Rejected | Action Needed | No |
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## Key Things to Verify
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- **Upload flow**: Select a file (JPG, PNG, or PDF under 5 MB), click Submit Document, and verify:
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- The file appears as a ContentVersion record in Salesforce linked to the customer's Account
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- `Id_Verification_Status__c` changes to "Submitted"
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- `Id_Verification_Submitted_Date_Time__c` is set
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- The portal shows "Under Review" status
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- **Rejection flow**: Have an agent reject the verification in Salesforce with a rejection message. Verify:
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- The portal updates to show "Action Needed" with the rejection reason displayed
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- The upload form reappears so the customer can re-upload
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- An in-app notification is created: "ID verification requires attention"
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- **Approval flow**: Have an agent approve the verification in Salesforce. Verify:
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- The portal updates to show "Verified" with a green status badge
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- The upload form is hidden
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- An in-app notification is created: "ID verification complete"
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- **Real-time updates**: Status changes in Salesforce should appear in the portal within a few seconds (via Platform Events) without manual page refresh.
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- **Checkout redirect**: Navigate to `/account/settings/verification?returnTo=/account/checkout`. After upload, the "Continue to Checkout" button should correctly navigate back to the checkout page.
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- **File validation**: Try uploading a file larger than 5 MB or an unsupported format and verify the portal shows an appropriate error.
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- **Error handling**: If the upload fails (e.g., network issue), an error message appears and the customer can try again.
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