POI_Video step-by-step guidance for Team Leads and Admins
Team Leaders and Admins can receive escalation requests connected to the Proof of Identity section for the following:
The Operator is not sure if the submitted POI document is acceptable in Fractal ID
The Operator suspects the submitted POI document might be forged / manipulated
The Operator is not sure whether the face of the person in the video matches the face of the person in the POI document
The Operator believes the User did not answer the personal data questions correctly and/or without hesitation
Escalations for reasons 1 and 2
Please refer to the guidance provided in POI step-by-step guidance for Team Leaders and Admins in the CIP (ID Plus + Selfie).
Escalations for reason 3: Are the person in the video and the person in the POI document the same?
The assessment of escalation cases for reason 3 is based on the guidance provided here. Team leaders and Admins review the video ID recordings when assessing escalations for reason 3.
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Escalations for reason 4: Did the User answer correctly and without hesitation to the questions?
The assessment of escalation cases for reason 7 is based on the guidance provided here. Team leaders and Admins review the video ID recordings when assessing escalations for reason 4.
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