When a customer fills in your onboarding form, any edits they make to details you already hold wait here for someone to check them. Nothing changes on their record until you accept it.
Review a request
- Go to Customers → Requested Changes. The screen is headed Pending Reviews, with a count of how many are waiting.
- Find the request in the list and press Review changes.
- A window opens headed Requested Changes, with the customer's name and number at the top and a line saying how many changes there are and what they touch.
- Open Customer profile, or a pet's section, to see what they want changed.
- Press Accept to put the changes onto their record, or Reject to turn them down.
If a customer attached a document, press View document to open it before you decide.
What the list tells you
Request type says what kind of request it is.
New Registration is a customer adding pets you have never had on file.
Profile update is a change to details you already hold.
Needs re-review means something moved since they sent it. See below.
Waiting time is how long the request has been sitting there, which is the column to sort your day by.
Turning a request down
A reason is required, because the customer is shown what you write.
- Press Reject.
- Fill in Rejection Reason.
- Press Confirm.
The reason has to be at least 5 characters, so a single letter will not do. If it is too short you will see:
Please enter a rejection reason (minimum 5 characters).
If it says Re-review needed
You will see an amber note at the top of the review window:
This customer's details changed after they submitted this request.
Somebody edited this customer, or the customer sent another request, after this one was submitted. What you are looking at is compared against their details as they stand now, so accepting puts these changes on top of the newer ones.
The button reads Accept anyway instead of Accept, to make you look once more before it goes in. Read the changes again, then accept or reject as normal.
If the list is empty
You will see No pending requested changes. Everything submitted has been dealt with, and new ones appear here on their own without you refreshing the page.
The other place these show up
The same requests are on Requests → Enquiries. Pick Requested Changes from the status filter to see only these, in a table rather than the review list. It is the same set of requests either way, so one accepted in one place is gone from the other.