How it works for the customer
How it works for the customer
How to buy an investigative service on Fidavo.com
Discovering the truth and removing doubts of any kind with Fidavo.com is quick and easy. The purchase flow is as follows.
1. The customer seeks the most suitable service for his needs
2. Chooses the agency to be entrusted with the task
3. Make the transaction
4. The agency evaluates the case, also contacting the customer by messaging and video calling.
5. After the agency approves the case, investigations begin
6. When the case is completed, the customer can download the final report.
Sign up for Fidavo.com
Since some bureaucratic requirements are required to commission an investigation service, the registration process is divided into several steps.
1. The first step is a simple registration where you ask the user Name and surname, date of birth, email address, whether he is a private or corporate (business) customer. When it comes to a business customer you also wonder about the role played by the user within the company.
2. Upon completion of the registration, the user will be asked to make a first access to the platform to generate the verification link of the email address.
3. If the user has already chosen the agency from which to purchase the service and is ready for purchase, he will be asked for other mandatory information before completing the operation: tax code and billing address if it is a private customer, Company name, VAT number, billing address if it is a business customer. The latter is optionally requested to enter the recipient code for electronic invoicing and the Tax Code if it differs from the VAT number.
4. Once the purchase has been made, the customer is asked for the data necessary for the bureaucratic formalities that the investigative agencies are required to enforce by law. The private customer is required to have a telephone number and to upload a valid ID, along with the number and expiration date of the document. The business customer is asked for the same data with the addition of the company’s latest chamber view.
The management of the case
The investigation flow
When the purchase is successful, the case is created and you can articulate in the following ways.
- Waiting for payment: occurs only when the customer pays by bank transfer. In this circumstance the customer cannot carry out any operation on the case until the platform has received the payment correctly and has changed the status of the case in "in approval".
- Approval Case: the customer can view the case and contact the agency who will want to know more details regarding the investigation they were hired for. At this stage the customer displays the case file and can also:
- send a message to the agency that will receive the notification;
- start a video call with the agency
- fill in the fields of the Requested Data, that is all the information that the agency deems necessary in order to start the investigations, such as, in case of operational investigation, name and surname of the subject of investigation, photo, vehicle used, places of usual attendance, workplace. This form is viewable by both the agency and the customer and will no longer be editable once the case is accepted or rejected, this information will be reported in the storyline.
- Approved Case: the customer displays the case sheet and can also:
- chat with the agency;
- respond to any requests from the Agency that may occur at any time and are necessary for case progress, such as answering a question, uploading a document, adding information notes.
- see how the investigation takes place through the case storyline that contains events in chronological order and arranged on a map that indicates the location (which will be populated by the agent and managed by the agency that mediates between customers and agents).
- Current case: the customer can view the case file and, in addition to the features mentioned above, can buy a product/ service/ additional if it is proposed by the agency on the storyline.
- Case pending: The agency may have to suspend the case, the client will receive notification with the reason sent by the agency and can continue to view the whole case file even if the investigation is suspended. The motivation is reported in the storyline. It will always be possible for the customer to contact the agency via internal messaging or open a support ticket with the platform.
- Completed Case: The customer must confirm that the case is completed via two buttons, if not, they will be invited to contact the agency via messages or open a support ticket with the platform. You can continue to view all the tab of the case, the storyline is frozen and will no longer be editable. Links for video calls will be disabled.
The assignment of tasks
From a legal point of view, a contract is required that confirms to the agency the task of carrying out the investigation commissioned by the client. This document is named assignment of a task and contains a summary of all the data of the principal and the subject under investigation (if it is an investigative case), the purpose of the investigation, the indicative duration.
The transfer, which is usually completed by the agency on a proprietary form with the data it receives from the customer, in this case is provided by Fidavo.com and consists of a standard text and variable parts (the data of principal, target, purpose and duration of the survey that are filled automatically).
It is necessary that the customer confirms that all the data entered are correct and that he intends to give his case to the agency. To do this in the Required Data section, you must first view the provision to verify the accuracy of the data and, therefore, answer Yes or No to the question. Immediately after you will have to confirm the assignment for that agency by clicking Yes on the popup. By clicking on No, in both cases, it is sent back to the chat with the agency where you can communicate any incorrect data or the reason for not confirming the continuation of the investigation.
How to communicate with the agency that will take care of the service
The tools available to the customer to communicate with the agency are:
- the video call, which is linked to the individual case and is accessible from the Cases panel, selecting the case in question
- the chat with the agency, also linked to the individual case and reachable from the Cases panel
- messages can be sent at any time and also allow the exchange of attachments.
How to control the investigation activities related to the case
It is possible to track all the investigation activities through the storyline, the description of the events that make up the case, made up of photos, media, sightings and textual descriptions that are added by the agent and managed by the agency.
The storyline can be reached from the Cases panel, accessing the case in question and going to the Storyline section.
What happens if the case is suspended during the work
It can happen that the case is suspended for several reasons by the agency. In these cases it is established with the agency what is the possibility and what are the timing of resumption of the case. If you decide that the case is permanently suspended, you agree on a residual claim available to you that you can use for other investigative services.
The report of the closed case
Once the case has been completed, you can download a file that contains:
- the investigation report, which contains all the evidence and information collected during the investigation, which is valid in legal proceedings;
- the chat between the customer and the agency
- all media files uploaded by agent and agency in the Story line.
Refunds
Fidavo.com does not have a refund policy. Once a service has been purchased, in event that the case is not initiated (the agency does not approve the case, the customer changes his mind), a residual credit remains available to the customer to be used for other investigative services.