Cancelling an ordered VOI

Summary

This article explains how to cancel pending requests after a Verification of Identity order has been sent to your client.

When to Use This

Use this when you need to cancel a Verification of Identity order.

Cancelling a Pending Request

Cancelling pending verification requests allows you to remove unwanted or incorrect orders, clearing the path to proceed with other manual onboarding assessments or to re-order the service when necessary.

1. Locate the client with the active verification request from either the Transactions tab in the Compliance Centre of your Practice Management Software, or the AML Onboarding incl. VOI dashboard.
2. Under the AML/CTF: Client Due Diligence section, find the Verification of identity line item which currently shows a status of SENT.
3. Click the three-dot action menu icon on the far right of the Verification of identity row.
4. Select Cancel Verification of identity from the dropdown menu.
5. A confirmation dialog box titled Cancel Verification of Identity will appear stating "This will remove any data and cancel the order." Click the red Confirm button.
6. The status of the identity check will immediately update to CANCELLED, and a confirmation notification will appear in the top-right corner.