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Atlas Coast Travel Group — Staff SOP
IDV Failure Handling
Primary Owner: Bati (manual review & decisions) Routine Questions: Donna Last Updated: May 28, 2026 Version: 1.1
What IDV Is Four Outcomes Manual Review Tag Override Form Tag Reference Landing Pages Refund Policy
Section 1
What IDV Is and What It Gates

ID Analyzer is the identity verification platform Atlas Coast uses to confirm agent identity before commission payouts can be released. The agent uploads a government-issued photo ID and takes a selfie. ID Analyzer checks that the selfie matches the ID and that the ID is valid and unexpired.

ElementDetail
Triggered byAgent's first booking in MyAtlas. JourneyFuse fires a webhook to Zapier (Zap 10).
What IDV gatesCommission payouts via Dots only. An agent cannot receive a payout until verified.
What IDV does NOT gateMyAtlas access, Atlas Academy, Atlas Agent Dashboard, Atlas Community, or the ability to log bookings. All available regardless of IDV status.
Agent experienceReceives a verification link by email from ID Analyzer. Completes photo ID upload + selfie. Approximately 2 minutes.
ID Analyzer dashboardidanalyzer.com — login: [email protected] (Bitwarden)
Staff lessonAtlas Staff — ID Analyzer lesson
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Section 2
Four Outcomes
Result A
Accept
Automated — no staff action
Zapier applies idv-verified tag. Cleanup removes intermediate tags. Agent receives verified email and Dots invite. Redirects to /idv-accept-page.
Result B
Manual Review
Bati — 1 business day SLA
Zapier applies idv-review tag. Missive task auto-created for Bati. Agent redirects to /idv-review with reassuring message. Booking not affected.
Result C — First Failure
First Rejection
Automated — no staff action
Zapier applies idv-failed-1 tag. ID Analyzer sends retry link to agent automatically. Atlas Coast sends no email at this stage. Agent redirects to /idv-failed.
Result C — Second Failure
Second Rejection
Bati — personal outreach
Zapier applies idv-failed-2 and idv-manual-review tags. Missive escalation task for Bati. Agent receives "a person is reviewing this" email. No further automated retries.
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Section 3
Manual Review Process (Bati)

Triggered by either a Review result (Result B) or a second rejection (Result C x2). Bati owns this process. SLA: 1 business day from Missive task creation.

  • 1
    Open the Missive task. It includes the agent's name, email, and a link to their ID Analyzer transaction.
  • 2
    Open ID Analyzer at idanalyzer.com and locate the agent's transaction. Review: Does the selfie match the ID photo? Is the ID government-issued and unexpired? Are all four corners visible?
  • 3
    Pull up the agent's Kajabi contact record. Check tags, purchase history, and whether anything raises concerns.
  • 4
    Make a decision: approve or reject. Do not delay beyond the 1-business-day SLA.
If Approving
  • 1
    Apply the idv-manual-approved tag in Kajabi directly, or submit via the tag form at atlascoasttravel.com/tags.
  • 2
    The IDV Manually Verified Kajabi automation fires automatically: adds idv-verified, removes all intermediate IDV tags, sends agent notification, fires Dots invite.
If Rejecting
  • 1
    Apply the idv-manual-rejected tag in Kajabi or via the tag form at atlascoasttravel.com/tags.
  • 2
    An URGENT alert fires to [email protected] for Melissa and Bati to decide next steps. This does NOT automatically terminate the agent. No action is taken until Melissa reviews and makes a deliberate decision.
  • 3
    If termination is warranted: Bati sends a personal email to the agent, then manually applies TA Terminated to trigger the full termination cascade. See Cancellations & Terminations SOP.
  • 4
    If the rejection was a mistake: apply idv-manual-approved instead to override.
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Section 4
Tag Override Form

Use the Kajabi Tag Update Form at atlascoasttravel.com/tags to apply IDV decision tags without going into Kajabi admin.

Action on FormTag AppliedWhat Fires
ID Verify Approvedidv-manual-approvedIDV Manually Verified Kajabi automation: applies idv-verified, removes all intermediate tags, sends agent notification, fires Dots invite.
IDV Verify Rejectedidv-manual-rejectedURGENT alert to [email protected]. Does NOT auto-terminate. Melissa must review before any action.
Only Submit After a Full ID Analyzer Review

Do not submit the Approved action without completing a full review of the agent's ID Analyzer transaction first. The tag fires automated downstream actions immediately.

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Section 5
IDV Tag Reference
TagApplied ByMeaning
idv-not-startedKajabi (at purchase)Agent is pending IDV. Set at checkout.
idv-pendingZapierVerification link sent. Awaiting agent submission.
idv-verifiedKajabi automation (after approval)Verification accepted. Final state. All intermediate tags removed by cleanup automation.
idv-reviewZapierAmbiguous result. Missive task auto-created for Bati. Agent sees /idv-review.
idv-failed-1ZapierFirst rejection. Agent receives retry link from ID Analyzer automatically. No staff action.
idv-failed-2ZapierSecond rejection. Escalates to Bati. Agent receives "a person is reviewing" email. No more auto retries.
idv-manual-reviewKajabi automationApplied alongside idv-failed-2. Flags for staff review. Removed when decision is made.
idv-manual-approvedBati (via tag form)Staff approved after manual review. Triggers IDV Manually Verified automation. Removed by cleanup.
idv-manual-rejectedBati (via tag form)Staff rejected. Fires URGENT leadership alert. Does NOT auto-terminate. Permanent record tag.
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Section 6
Agent-Facing Landing Pages
ResultURLWhat Agent Sees
Acceptatlascoasttravel.com/idv-accept-pageCelebratory, confetti. Next steps. Agent also receives a verified confirmation email automatically.
Under Reviewatlascoasttravel.com/idv-reviewNeutral, reassuring. Nothing is wrong. Team will follow up within 1 business day. No retry link.
Failed (either rejection)atlascoasttravel.com/idv-failedSupportive. Lists common failure reasons (expired ID, poor lighting, corners not visible, selfie mismatch). Retry link comes from ID Analyzer directly — not Atlas Coast.
IDV Escalation Path
Donna: Routine agent questions about IDV status, "I didn't receive my IDV link" (check Zap 10 history, escalate to Bati to manually trigger DocuPass if session not created).
Bati: All manual review decisions (Result B), all second rejections (Result C x2), all termination decisions following a manual rejection. 1-business-day SLA.
Melissa: Manual rejection + potential termination. Bati surfaces to Melissa before termination is executed. Melissa decides.
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Section 7
Refund Policy — IDV Failure
No Refunds on IDV Failure

Atlas Coast does not issue refunds when an agent fails identity verification. The membership fee is non-refundable regardless of IDV outcome. No support team member has the authority to approve or promise a refund.

Exceptions may be granted on a case-by-case basis at the sole discretion of leadership (CEO or COO). Any agent requesting a refund due to IDV failure must be escalated to Bati or Melissa before any response is given.

How to Handle a Refund Request
  • 1
    Do not respond to the agent regarding the refund. Do not acknowledge that a refund is possible or impossible. Simply acknowledge receipt of their message and let them know someone will follow up.
  • 2
    Forward the request to Bati via Missive with the agent's name, email, and a brief summary of the situation.
  • 3
    Bati or Melissa will review and respond to the agent directly. Do not follow up with the agent until leadership has responded.
Never Promise or Deny a Refund

Support team members must not make any statement that could be interpreted as a promise or denial of a refund. Route immediately to Bati and stay out of the conversation until leadership has responded.

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Atlas Coast Travel Group — IDV Failure Handling SOP v1.1 — May 28, 2026 — Internal use only