KYC Review Guide

This document provides guidance for administrators on reviewing and processing Know Your Customer (KYC) verification submissions.

KYC Queue Management

Queue Overview

The KYC queue displays all pending verification submissions requiring admin review.

Queue Columns

Column	Description
Submission ID	Unique identifier
User	User name and email
Submission Date	When documents were submitted
Document Type	Type of ID submitted
Priority	Review priority level
Assigned To	Admin assigned (if any)
Status	Current review status
Wait Time	Time since submission

Sorting Options

Sort Field	Description
Submission Date	Oldest/newest first
Priority	Highest/lowest first
Wait Time	Longest/shortest waiting
Document Type	Group by document type

Filtering Options

Filter	Options
Status	`PENDING`, `IN_REVIEW`, `NEEDS_INFO`, `ESCALATED`
Priority	`HIGH`, `NORMAL`, `LOW`
Document Type	Passport, Driver License, National ID
Assigned To	Specific admin or unassigned
Submission Date	Date range
User Tenure	New user, existing user

Priority Assignment

Priority	Criteria	SLA
HIGH	Partner rank Manager+, pending payout > 100,000 RUB	4 hours
NORMAL	Active partner, standard user	24 hours
LOW	New user, no pending transactions	48 hours

Queue Assignment

Self-Assignment:

1. View KYC queue
2. Click "Assign to Me" on selected submission
3. Status changes to IN_REVIEW
4. Submission locked from other reviewers

Admin Assignment:

1. View KYC queue
2. Select submission(s)
3. Click "Assign"
4. Select admin from list
5. Add assignment note (optional)
6. Submit

Review Process

Document Verification Checklist

Use this checklist for every KYC review:

Identity Document Checks

Check	Description	Action if Failed
Document Type	Is it an accepted document type?	Reject with reason
Document Validity	Is the document not expired?	Reject, request valid document
Document Quality	Is the image clear and readable?	Request re-upload
Document Authenticity	Does document appear genuine?	Escalate if suspicious
Full Document Visible	All corners and edges visible?	Request re-upload
Data Legibility	All text clearly readable?	Request re-upload
MRZ/Barcode	Machine-readable zone visible (if applicable)?	Note but not required

Identity Match Checks

Check	Description	Action if Failed
Name Match	Does document name match profile name?	Request clarification
Date of Birth	Does DOB match profile (if provided)?	Request clarification
Photo Match	Does photo match selfie (if provided)?	Reject or escalate
Document Number	Is number format valid for document type?	Request re-upload

Selfie Verification

Check	Description	Action if Failed
Face Visible	Is the face clearly visible?	Request re-upload
Face Match	Does face match document photo?	Reject or escalate
Liveness Check	No signs of photo of photo?	Escalate if suspicious
Good Lighting	Face properly illuminated?	Request re-upload
No Obstructions	Face not covered by glasses, hat, etc.?	Request re-upload

Address Verification (if required)

Check	Description	Action if Failed
Document Type	Valid address proof?	Request different document
Address Match	Matches declared address?	Request clarification
Date	Document less than 3 months old?	Request recent document
Name Match	Name matches identity document?	Request clarification

Approval Workflow

Approve Submission

Prerequisites:

All checklist items passed
No fraud indicators detected
Documents match profile information

Approval Process:

1. Complete all verification checks
2. Ensure all items pass
3. Click "Approve"
4. Add approval notes (optional)
5. Confirm action
6. System updates:
   - KYC status set to APPROVED
   - User notified via email
   - Approval timestamp recorded
   - Reviewer ID logged

Post-Approval Effects:

System	Effect
User Status	Eligible for full platform features
Payouts	Can request payouts
Partner	Can become/remain active partner
Limits	Transaction limits increased

Reject Submission

Rejection must include:

Specific reason(s) for rejection
Clear guidance for resubmission
Reference to which checks failed

Common Rejection Reasons:

Code	Reason	User Message
`DOC_EXPIRED`	Document has expired	"Your document has expired. Please submit a valid, non-expired document."
`DOC_UNREADABLE`	Image quality too poor	"The submitted document image is not clear enough. Please retake the photo with better lighting."
`DOC_INCOMPLETE`	Part of document not visible	"The document is not fully visible in the image. Please ensure all corners and edges are captured."
`NAME_MISMATCH`	Name does not match profile	"The name on your document does not match your profile. Please verify your profile information or submit a different document."
`SELFIE_MISMATCH`	Selfie does not match document	"We could not verify that the selfie matches the document photo. Please submit a new selfie."
`DOC_TYPE_INVALID`	Document type not accepted	"The submitted document type is not accepted. Please submit one of: Passport, Driver's License, or National ID."
`DOC_SUSPECTED_FRAUD`	Document appears fraudulent	"We were unable to verify the authenticity of your document. Please contact support."

Rejection Process:

1. Identify failing check(s)
2. Click "Reject"
3. Select rejection reason(s) from list
4. Add custom message (optional)
5. Review auto-generated user message
6. Confirm action
7. System updates:
   - KYC status set to REJECTED
   - User notified via email with reason(s)
   - Rejection details logged
   - User can resubmit immediately

Request Additional Documents

When partial information is missing or clarification needed.

Request Process:

1. Identify missing/unclear information
2. Click "Request Additional"
3. Select what is needed:
   - Better quality image
   - Additional document type
   - Specific clarification
4. Add custom instructions
5. Set response deadline (default: 7 days)
6. Submit
7. System updates:
   - KYC status set to NEEDS_INFO
   - User notified via email
   - Timer started for deadline

Available Requests:

Request Type	Description
Re-upload ID	Better quality ID image needed
Additional ID	Second form of identification
Address Proof	Utility bill, bank statement
Selfie	New selfie required
Clarification	Written explanation needed

Common Rejection Reasons

Document Quality Issues

Issue	Description	Prevention Tip for User
Blurry Image	Out of focus	"Hold camera steady, tap to focus"
Glare	Light reflection obscuring text	"Avoid direct light sources"
Cut Off	Document edges not visible	"Ensure entire document fits in frame"
Low Resolution	Image too small	"Use higher camera resolution"
Shadows	Parts of document in shadow	"Use even lighting"

Document Validity Issues

Issue	Description	Resolution
Expired	Past expiration date	Request valid document
Not Accepted	Document type not on approved list	Request accepted type
Foreign	Non-supported jurisdiction	Check supported countries
Damaged	Physical damage affecting readability	Request undamaged document

Data Mismatch Issues

Issue	Description	Resolution
Name Spelling	Minor spelling differences	Accept if clearly same person
Name Order	First/last name swapped	Accept with note
Different Name	Significantly different name	Request explanation or reject
DOB Mismatch	Date of birth different	Request clarification
Photo Mismatch	Photos clearly different people	Reject, possible fraud

Fraud Detection Red Flags

Document Red Flags

Red Flag	Indicator	Action
Photoshop Artifacts	Visible editing marks, inconsistent fonts	Escalate immediately
Digital Document	Screenshot of digital ID	Reject, request physical
Template Document	Generic/template appearance	Escalate immediately
Missing Security Features	No hologram, watermark where expected	Escalate
Inconsistent Wear	New document with old photo	Escalate
MRZ Errors	Machine-readable zone errors	Verify manually

Behavioral Red Flags

Red Flag	Indicator	Action
Multiple Submissions	Many rejected attempts	Review history, consider escalation
Different Names	Documents with different names	Escalate
Velocity	Rapid succession of submissions	Flag account
Geographic Mismatch	Document country differs from login location	Verify with additional questions
Known Fraud Pattern	Matches known fraud database	Escalate immediately

Photo Red Flags

Red Flag	Indicator	Action
Photo of Photo	Screen reflection, moire pattern	Reject, request original
Face Manipulation	Deepfake indicators	Escalate immediately
Consistent Angles	All photos same angle/lighting	Additional verification
Stock Photo	Reverse image search match	Escalate immediately

Action Matrix for Red Flags

Severity	Indicators	Action
Low	Single minor inconsistency	Note in record, proceed with review
Medium	Multiple minor issues	Request additional verification
High	Clear fraud indicator	Escalate to senior reviewer
Critical	Known fraud pattern	Escalate, consider account suspension

Escalation to Senior Reviewer

When to Escalate

Situation	Escalation Required
Suspected document fraud	Yes
High-value partner (Director+)	Optional
Multiple rejections (3+)	Yes
Conflicting information	Yes
Edge case not in guidelines	Yes
User dispute of rejection	Yes
International document unfamiliar	Optional

Escalation Process

1. Click "Escalate"
2. Select escalation reason
3. Add detailed notes:
   - Specific concerns
   - Checks completed
   - Recommendation
4. Attach relevant screenshots
5. Select senior reviewer (or auto-assign)
6. Submit
7. Status changes to ESCALATED
8. Senior reviewer notified

Escalation Notes Template

ESCALATION SUMMARY
------------------
Submission ID: [ID]
User: [Name/Email]
Document Type: [Type]

REASON FOR ESCALATION:
[Select: Fraud Suspected / Edge Case / User Dispute / High Value / Other]

CHECKS COMPLETED:
[ ] Document validity
[ ] Photo match
[ ] Name match
[ ] Selfie verification

SPECIFIC CONCERNS:
[Detailed description of issues found]

SUPPORTING EVIDENCE:
[Attach screenshots, highlight concerns]

RECOMMENDATION:
[Approve with conditions / Reject / Additional verification needed]

PREVIOUS HISTORY:
[Any relevant user history]

Re-submission Handling

Re-submission Queue

Previously rejected submissions that have been re-submitted.

Column	Description
Original Submission	Link to first submission
Attempt Number	Current attempt count
Previous Reasons	Why previous was rejected
Changes Made	What user changed

Re-submission Review Process

1. Review previous rejection reason(s)
2. Check if issues have been addressed
3. Verify new documents
4. Compare with previous submission if needed
5. Decision:
   - Approve if issues resolved
   - Reject with updated guidance if not
   - Escalate if suspicious pattern

Attempt Limits

Attempts	Action
1-3	Standard review process
4-5	Automatic escalation flag
6+	Senior reviewer required, possible support contact

KYC Expiry and Re-verification

Expiry Rules

Document Type	Validity Period	Re-verification Required
Passport	Until document expiry	Yes, when expired
Driver License	Until document expiry	Yes, when expired
National ID	Until document expiry	Yes, when expired

Re-verification Triggers

Trigger	Action
Document Expiry	Automatic notification 30 days before
Suspicious Activity	Manual re-verification request
Regulatory Requirement	Periodic re-verification (annually)
Address Change	Address proof re-verification

Re-verification Process

1. System identifies expiring/requiring re-verification
2. User notified via email
3. User submits new documents
4. Standard review process applies
5. If not completed by deadline:
   - KYC status set to EXPIRED
   - Certain features restricted
   - User notified of restrictions

Audit Trail Requirements

Required Documentation

Every KYC review must log:

Field	Description
Reviewer ID	Admin who performed review
Review Timestamp	When review was completed
Decision	Approve/Reject/Escalate/Request More
Reason Codes	Standardized reason codes
Notes	Free-form reviewer notes
Time Spent	Duration of review
Checklist Results	Each checklist item result

Document Retention

Document Type	Retention Period	Storage
Submitted Documents	7 years from submission	Encrypted storage
Review Decisions	10 years	Audit database
Rejection History	10 years	Audit database
Escalation Records	10 years	Audit database

Compliance Requirements

Requirement	Description
Access Control	Only authorized personnel can view documents
Encryption	Documents encrypted at rest and in transit
No Downloads	Documents cannot be downloaded to local machines
Audit Access	Compliance team can audit any review
Regular Training	Reviewers must complete annual training

Decision Tree: KYC Review

Start Review
    |
    v
Is document type accepted?
    |
No -+-> Reject: DOC_TYPE_INVALID
    |
Yes v
    |
Is document expired?
    |
Yes +-> Reject: DOC_EXPIRED
    |
No  v
    |
Is document image quality acceptable?
    |
No -+-> Reject: DOC_UNREADABLE or DOC_INCOMPLETE
    |
Yes v
    |
Does name match profile?
    |
No -+-> Minor difference? -> Accept with note
    |   Major difference? -> Reject: NAME_MISMATCH
    |
Yes v
    |
Any fraud red flags detected?
    |
Yes +-> Escalate to senior reviewer
    |
No  v
    |
Does selfie match document photo?
    |
No -+-> Reject: SELFIE_MISMATCH
    |   Consider escalation if suspicious
    |
Yes v
    |
All checks passed?
    |
No -+-> Request additional information
    |
Yes v
    |
APPROVE

KYC Review Guide ​

KYC Queue Management ​

Queue Overview ​

Queue Columns ​

Sorting Options ​

Filtering Options ​

Priority Assignment ​

Queue Assignment ​

Review Process ​

Document Verification Checklist ​

Identity Document Checks ​

Identity Match Checks ​

Selfie Verification ​

Address Verification (if required) ​

Approval Workflow ​

Approve Submission ​

Reject Submission ​

Request Additional Documents ​

Common Rejection Reasons ​

Document Quality Issues ​

Document Validity Issues ​

Data Mismatch Issues ​

Fraud Detection Red Flags ​

Document Red Flags ​

Behavioral Red Flags ​

Photo Red Flags ​

Action Matrix for Red Flags ​

Escalation to Senior Reviewer ​

When to Escalate ​

Escalation Process ​

Escalation Notes Template ​

Re-submission Handling ​

Re-submission Queue ​

Re-submission Review Process ​

Attempt Limits ​

KYC Expiry and Re-verification ​

Expiry Rules ​

Re-verification Triggers ​

Re-verification Process ​

Audit Trail Requirements ​

Required Documentation ​

Document Retention ​

Compliance Requirements ​

Decision Tree: KYC Review ​

Related Documents ​