Certificate Requests

Required permission: compliance.certificates (Compliance group)

After a session is completed, clients can request a certified physical or digital copy of their notarisation certificate. These requests are reviewed here.

Request Flow

Client submits request (from their portal, session page)
  → Request appears in Certificate Requests queue
  → Compliance officer reviews and approves or rejects
  → Client is notified; certificate is made available for download or post

Reviewing a Request

1. Go to Certificate Requests in the sidebar
2. Open a pending request
3. Verify:
   • The session exists and is in Completed status
   • The requester is the client on the session (or their authorised representative)
   • The document hasn't been flagged or disputed
4. Approve or reject with a reason

Approval

On approval, the platform generates the final certificate PDF with the QR verification code and makes it available to the client. If a physical copy was requested, note the postal address and arrange delivery outside the platform.

Rejection

Reject if:

• The session was cancelled or is disputed
• The requester cannot be verified as the session client
• A legal hold or investigation is in progress on the session

Always provide a clear reason — the client sees it.

Turnaround Expectation