Case/Verification Management
Case Management
Case management in IDWise Studio gives compliance officers and operations teams a centralised workspace to search, filter, review, and act on verification journeys. This guide covers the Verifications list, the available actions on each journey, and how to manage decisions programmatically via the API.
The Verifications List
The Verifications screen is the main case management view. Each row represents a single verification journey submitted by an end user.
Columns
| Column | Description |
|---|---|
| Status | The current decision on the journey — see Journey Statuses below. |
| Face | The selfie captured during the journey. |
| Full Name | The applicant's full name as extracted from their identity document. |
| Nationality | The nationality on the submitted document, shown with a country flag. |
| Document Type | The document(s) submitted across all steps of the journey (e.g. Passport, ID card, Drivers License). |
| Start Date | The date and time the journey was initiated. |
| Update Date | The date and time of the most recent action on the journey (submission, review, or resubmission). |
| Ref No. | The reference number assigned by your system at journey creation, useful for cross-referencing with your own records. |
Searching
Use the search bar at the top to find journeys by applicant name, reference number, or other identifying fields. Search results are shown inline with a count of matching records (e.g. Search Results for "Jordan" (53)).
Filtering
Use the filter bar to narrow results by one or more criteria:
- Status — filter by journey outcome (Passed, Rejected, Incomplete, etc.)
- Nationality — filter by the nationality on the submitted document
- Issuing Country — filter by the country that issued the document
- Document Type — filter by the type of document submitted (Passport, ID card, etc.)
- Failed Reason — filter by the specific reason a journey failed
- Flow — filter by the journey definition / flow used
- AML Monitored — filter for journeys with AML ongoing monitoring enabled
Multiple filters can be applied simultaneously. Use Clear All to reset all active filters.
Exporting
Click Export to download the current result set as a CSV file. Applied filters and search terms are respected in the export.
Journey Statuses
| Status | Meaning |
|---|---|
| Passed | The journey passed all automated checks and any configured rules. No manual action is required unless your workflow requires it. |
| Approved | A compliance officer has manually approved the journey, overriding the system decision. |
| Rejected | The journey was rejected — either automatically by the system or manually by a reviewer. |
| Referred | The system flagged the journey for manual review. A compliance officer needs to inspect it and make a decision. |
| Resubmit | The compliance officer has requested the applicant resubmit one or more steps of the journey. |
| Incomplete | The applicant did not complete the journey. |
Reviewing a Journey
Click any row to open the journey detail view. From there you can inspect the submitted documents, selfie, extracted fields, rule results, and any AML screening outcome.
Manual Decisions
Compliance officers can override the system decision with one of three outcomes:
Approve — Accept the journey regardless of the system decision. Use this when you have reviewed the case and are satisfied the applicant is legitimate.
Reject — Decline the journey. The applicant will not be able to proceed through your onboarding flow. A comment is required.
Request Resubmission — Ask the applicant to resubmit one or more specific steps. Each failed step must be assigned either Resubmit (the user must submit again) or Approve (the step is accepted as-is). Steps cannot be left in a failed state when issuing a resubmission request.
All manual decisions require a comment that is stored in the audit log.
Resubmission Workflow
When a resubmission is requested, IDWise sends a webhook notification to your backend with the updated journey status and the list of steps requiring resubmission. Your backend is then responsible for notifying the end user — for example via email, SMS, or an in-app prompt — and directing them back into the verification flow to complete the flagged steps.
During this window:
- Steps where the user has already resubmitted show both the original and new submission. The reviewer can choose which version to keep before closing the request.
- Steps where the user has not yet submitted remain in a pending state. The reviewer can cancel the pending request for individual steps without affecting others.
Closing a resubmission request finalises the version choice for resubmitted steps and withdraws the request for any steps still pending.
Audit Logs
Every action taken on a journey — submission, automated check, manual review, resubmission request, cancellation — is recorded in the audit log. Logs are accessible via the journey detail view and via the API.
GET https://api.idwise.com/journey/audit-logs?journey_id={JOURNEY_ID}