How to manually override ID check results

Occasionally you may want to override Real ID's results on an ID submission. You can easily do this from the Real ID dashboard.

From the app you can open the ID check details, at the very top of the ID check will be a menu of buttons.

Here you can choose to manually override the ID check results with either a manual approval or rejection.

Manually approving an ID check

To manually approve an ID check, first click the "Approve Check" button in the ID check's action menu:

This will open a pop up to confirm you'd like to manually approve this ID check:

When you manually approve an ID check, the check will be considered a pass. The customer will be verified and they will receive a notification that their ID check has passed as well.

If you're on Shopify, the customer's tags will be updated to "ID verification manually approved", as well as the orders.

If you're using Real ID on WooCommerce, the customer and order metadata will change to "manually_approved".

Manually rejecting an ID check

To manually reject an ID check, first click the "Reject Check" button:

This will open a pop up to confirm you'd like to manually reject the ID check:

Manually rejecting an ID check will cause the ID results to be set to failed. The customer will not be verified and they'll receive a notification that they failed ID verification.

If you're on Shopify, the customer's tags will be updated to "ID verification manually rejected", as well as the orders.

If you're using Real ID on WooCommerce, the customer and order metadata will change to "manually_rejected".

Any manual actions taken on ID checks will automatically be recorded in the ID check timeline.