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Assist_Design/docs/uat/11-identity-verification.md
barsa 6e51012d21 UAT docs and bug fixes
2026-02-24 11:09:35 +09:00

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Identity Verification

Overview

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.

Portal Flow

Where to Find ID Verification

ID verification is available in two locations:

  1. Profile / Settings page (/account/settings): The verification card is integrated into the settings page alongside other profile information.
  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.

Status: Not Submitted

  1. When a customer has not yet submitted their residence card, the page shows:
    • A status pill labeled "Not Submitted" (amber)
    • An informational banner titled "Upload required" explaining what to do
    • Instructions listing:
      • Upload a clear photo or scan of your residence card (JPG, PNG, or PDF)
      • Make sure all text is readable and the full card is visible
      • Avoid glare/reflections and blurry photos
      • Maximum file size: 5 MB
  2. A file picker lets the customer select a file from their device.
    • Accepted formats: JPG, PNG, PDF, and other image formats
  3. After selecting a file, a preview appears showing the file name, with a Change button to select a different file.
  4. Click Submit Document to upload the file.
  5. A loading state shows "Uploading..." while the file is being sent.
  6. If the upload came from a checkout redirect (with a returnTo parameter), a Back to checkout button also appears.

Status: Under Review (Pending)

  1. After successful upload, the status changes to "Under Review" (blue).
  2. The page shows:
    • A status pill labeled "Under Review"
    • An informational banner: "We'll verify your residence card before activating SIM service."
    • A submission timestamp showing when the document was submitted
  3. The customer cannot upload a new document while the current one is under review.
  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).

Status: Verified

  1. When the agent approves the document, the status changes to "Verified" (green).
  2. The page shows:
    • A status pill labeled "Verified"
    • A success banner: "Your residence card is on file and approved. No further action is required."
  3. The customer cannot upload a new document (the upload form is hidden).
  4. If arriving from checkout, a Continue to Checkout button appears.

Status: Rejected

  1. If the agent rejects the document, the status changes to "Action Needed" (amber).
  2. The page shows:
    • A status pill labeled "Action Needed"
    • A warning banner titled "Verification rejected" with the agent's rejection reason (reviewer notes)
    • Instructions for re-uploading
    • The submission and review timestamps showing when the document was submitted and reviewed
  3. The file picker reappears so the customer can upload a corrected document.
  4. After re-uploading, the status returns to "Under Review."

Accepted File Types and Limits

Property Value
File types JPG, JPEG, PNG, PDF, other images
Maximum size 5 MB
Tip Higher resolution photos make review faster

What Happens in Salesforce

  • File storage: The uploaded document is stored as a ContentVersion record in Salesforce, linked to the customer's Account.
  • Account fields updated on upload:
    • Id_Verification_Status__c is set to "Submitted"
    • Id_Verification_Submitted_Date_Time__c is set to the upload timestamp
  • Agent review: The agent reviews the document in Salesforce and updates the Account:
    • Approved: Sets Id_Verification_Status__c to "Verified" and Id_Verification_Verified_Date_Time__c to the review time.
    • 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.
  • 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.
  • Notification: When the status changes to Verified or Rejected, the portal creates an in-app notification for the customer:
    • Verified: "ID verification complete" with a link to continue checkout
    • Rejected: "ID verification requires attention" with a link to resubmit

Salesforce Account Fields Reference

Field Type Set By When
Id_Verification_Status__c Picklist Portal/Agent Upload / Review
Id_Verification_Submitted_Date_Time__c DateTime Portal On upload
Id_Verification_Verified_Date_Time__c DateTime Agent After approval
Id_Verification_Note__c Text Agent After review
Id_Verification_Rejection_Message__c Text Agent If rejected

Status Values in Salesforce

Salesforce Value Portal Display Can Submit Orders?
Not Submitted Not Submitted No
Submitted Under Review Yes
Verified Verified Yes
Rejected Action Needed No

Key Things to Verify

  • Upload flow: Select a file (JPG, PNG, or PDF under 5 MB), click Submit Document, and verify:
    • The file appears as a ContentVersion record in Salesforce linked to the customer's Account
    • Id_Verification_Status__c changes to "Submitted"
    • Id_Verification_Submitted_Date_Time__c is set
    • The portal shows "Under Review" status
  • Rejection flow: Have an agent reject the verification in Salesforce with a rejection message. Verify:
    • The portal updates to show "Action Needed" with the rejection reason displayed
    • The upload form reappears so the customer can re-upload
    • An in-app notification is created: "ID verification requires attention"
  • Approval flow: Have an agent approve the verification in Salesforce. Verify:
    • The portal updates to show "Verified" with a green status badge
    • The upload form is hidden
    • An in-app notification is created: "ID verification complete"
  • Real-time updates: Status changes in Salesforce should appear in the portal within a few seconds (via Platform Events) without manual page refresh.
  • 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.
  • File validation: Try uploading a file larger than 5 MB or an unsupported format and verify the portal shows an appropriate error.
  • Error handling: If the upload fails (e.g., network issue), an error message appears and the customer can try again.