Reviewing a submitted KYC

Once a customer submits their KYC, it lands in your team's review queue. This article walks through what your reviewer sees and does.

Finding the queue

In the main app, look for KYC Review in the left sidebar under Sales. The number next to it is the count of submissions waiting on someone to review them.

Clicking it opens the queue — the list of customers who have submitted KYC, oldest at the top. The order is deliberate; FIFO keeps things fair.

Opening a submission

Click any row to open it. The detail page has everything in one scroll:

• Customer details at the top — name, phone, what they're trying to rent.
• The risk score and band — a big colour-coded chip showing Low / Medium / High / Critical.
• Documents — each upload with a preview. Click to enlarge.
• Questions and answers — what the customer told you.
• Factor scores — what they selected on each risk factor and how many points each earned.
• References — if any were provided.
• Approver fields — the custom fields you set up, ready for the reviewer to fill in.

Verifying documents

Each document has a Verified checkbox the reviewer ticks once they've looked at it and confirmed it's legible and matches what was claimed. If a document is blurry, fake, or for the wrong person, leave it unticked and send the submission back for more info.

Adjusting factor scores

For factors the reviewer is meant to fill in (the “Approver-filled” ones from setup), click the row and select the right option. For customer-filled factors, the reviewer can override the customer's answer if needed — the audit log records both the original and the adjustment.

Click Recompute if you adjust factor points and want to see the new risk score before deciding.

The two review stages

Every submission goes through two stages: KYC review first (verifying documents and answers are accurate), then Risk review (final approval based on score).

If you set Approval Levels to 1, one person handles each stage. With 2, two different people must approve at each stage. The detail page tells you which stage and level you're at.

Making a decision

At each level the reviewer has three choices:

• Approve — advance to the next level (or next stage, or done). If this is the final level of the final stage, the KYC is cleared and the rental can proceed.
• Send back for more info — bounce the submission back to the customer with a note. They get a new link. When they re-submit, the review chain starts over from level 1 of stage 1, so every prior approval is invalidated. This is intentional — re-submission means fresh information.
• Reject — the rental cannot proceed. Final.

What happens after approval

Once a KYC is cleared, the booking that triggered it can proceed. The customer doesn't need to do KYC again for future rentals, as long as the documents you have on file are still valid.

If the customer comes back a year later to rent something even higher-value, you can ask them to re-run KYC — a planned feature. For now, manual re-submission is the workaround.

Tips for the first month

• Review the first 10 KYCs yourself, even if you've delegated reviews to a manager. You'll spot calibration issues fast.
• Start lenient. Easier to add a strict rule once you have a real customer who slipped through than to recover one you turned away.
• Don't skip the notes field. Take 10 seconds; thank yourself later.

That's the whole module

You've seen the full Risk & KYC flow — setup, customer portal, staff review. From here, head back to the overview if you want to revisit anything, or back to the help center to browse other topics.