Case 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.