Case Flow
This page follows one case from start to finish: who does each step, on which page, and what the system then does by itself. Each step links to the page that explains it in detail.
In short: add the customer → the customer registers → create the case → tick off tasks and approve → update the banks → the customer pays the fee → the case is completed and the commissions are approved.
| Colour | Meaning |
|---|---|
| Lime | Case status on the normal path |
| Blue | Financial status of the fee |
| Green | The case is completed |
| Amber diamond | The system checks the product |
| Red | The case stops here |
| Orange | Bad debt warning |
Solid arrows are the normal path. Dotted arrows are the other ways a case can go. With more than one bank, the case passes through Under Submitting, Under Processing and Pending Disburse on the way. See step 5.
1. Add the customer
On the Customer List, click Create Customer and fill in the form. See Create or Edit a Customer.
- If your role can reassign agents, the customer belongs to the company. Otherwise, the customer belongs to you.
- The customer gets an invitation code.
Permission: Customers > Create.
2. The customer registers
Copy the registration link from the Invitation Code column and send it to the customer. See Invitation Code. The customer opens the link and creates their Member Portal account.
You can only create a case for a customer who has registered. Until then, Create Case is not shown on the customer's row.
3. Create the case
On the Case List, click Create Case, or click Create Case on the customer's row. Choose the customer, the product, the banks and the handlers, then click Submit. See Create or Edit a Case.
The case starts at Opened Cases.
Permissions: Cases > Create, Customers > View and Users > View. For a COP product, also COP > View.
4. Tick off the tasks and approve
A status can have tasks to tick off and can need an approval before the case moves on. You set these per status in Status Configuration, and the tasks per product in Product.
- Tasks: click Task on the Case List, or open the case card on the Task board, then click each task. Permission: Cases > View.
- Approval: click Approve on Case Details, the Task board or Pending Approval Cases. Permission: Cases > Approve status.
When everything is done, the case moves on by itself, for example from Opened Cases to Ready to Submit.
5. Update the banks
On Case Details, use the Action buttons of each bank as the application goes along:
| You click | Bank status becomes | The case moves to |
|---|---|---|
| Mark as Submitted | Submitted | Under Submitting when at least one bank is submitted, Submitted Cases when all are |
| Type the Final Approved Amount, then Approve | Approved | Under Processing when at least one bank is approved, Approved Cases when all are |
| Mark as Disbursed | Disbursed | Pending Disburse when at least one bank is disbursed, Disbursed Cases when all are |
| Reject | Rejected | A rejected bank is left out. If every bank is rejected, the case moves to Rejected Cases and stops there |
With only one bank, the case goes straight to Submitted Cases, Approved Cases and Disbursed Cases.
Permission: Cases > Edit. The buttons only appear while the case's status allows bank updates.
6. The fee is set
When every bank (that wasn't rejected) is disbursed:
- Product that charges a fee: the Total Repayment Amount is set: the fee percentage of the approved amounts, or the fixed fee. The case's financial status becomes Unpaid, and the bad debt days start counting. See Payment Summary.
- Product with no fee: there is nothing to pay. The case moves straight on to Completed Cases and its commissions are worked out (step 8).
7. Record the customer's payment
- On the Payment page (Finance menu), create a payment for the case. Permission: Payments > Create.
- The payment is approved on the Approval page, Layer 1 then Layer 2.
- Once it is fully approved, it shows on the case's Payment Summary. The financial status becomes Partially Paid, then Fully Paid when nothing is left to pay.
If the fee is still not paid 21 days after the last bank disbursed, the case moves to Bad Debt, and to the 45-day stage after 45 days. This only applies to products that use bad debt. See Bad Debt Report.
8. Completed and commissions
When the case is Fully Paid:
- The case moves to Completed Cases.
- The commissions for the case are worked out. They wait for approval on the Case Commission tab of the Approval page.
- Once a commission is fully approved, it is paid into the owner's wallet.
Other paths
- Drop a case: on Case Details, choose Dropped Cases in the Status list. You can only do this while the case is at Opened Cases or Ready to Submit, because the list only offers statuses that come later. Permission: Cases > Edit. Statuses like this are never reached by themselves.
- Edit a case: click Edit Case on Case Details while its status allows changes. Permission: Cases > Edit.
- COP rental: for a COP case, record whether the property is waiting to be rented or has been rented on the Pending to Rent List. This doesn't change the case status. Permission: Cases > Update rental status.
- Comments: add and solve comments from Comment on the Case List or the case card on the Task board.
Who gets notified
- When the case status changes, the handler and deal maker get a notification, and so does the customer.
- When a status needs approval, the handler and deal maker who can approve get a notification too.
- When a payment or commission needs approval, the people who can approve that layer get a notification.