Manual Review
Manual review is the human-in-the-loop safety net. When a verification is too ambiguous to accept or reject automatically, it lands in the Review state and waits for an operator to decide — rather than being auto-rejected and losing a genuine customer.
What reaches review
- A Trust Factor result in the "review" band (e.g. a borderline liveness or match score).
- A duplicity check hit that needs judgement — a possible twin, name change, or concurrent onboarding.
Review cases surface in the dashboard queue and are worked from the Digital Identity detail.
Resolving a review
| Decision | Who | Result |
|---|---|---|
| Accept | Operator, Supervisor | The verification passes; records are created/updated per the workflow. |
| Reject | Operator, Supervisor | The verification fails and is recorded as a failed attempt. |
Reviews that are never actioned are auto-rejected after a configurable number of days, so nothing sits unresolved indefinitely.
Resolving duplicates
When a verification has duplicity check hits, the operator resolves them in the Duplicates tab:
| Action | Meaning |
|---|---|
| Resolve as Unique | Confirm this is a distinct, new person — create a new Customer. |
| Merge with Customer | This is an existing Customer — link the attempt to them. |
| Put as new on Blocklist | This creates a blocked person — reject and associate accordingly. |
When the hit is a concurrent in-flight verification, resolving one case also settles the other so two records are never created for the same person.
Supervisor escalations
Some actions are Supervisor-only and require confirmation because they are consequential or irreversible:
- Reset to Review — reopen an already Accepted or Rejected verification.
- Put on Blocklist — block a person so future matches auto-reject.
- Anonymize — irreversibly erase a person's data (GDPR).
Auditing
Every review decision is recorded in the audit log with actor, timestamp, reason, and a before/after diff, and can be delivered to the Company's backend as a record-action webhook.