Proofing Before Payout

A live check before money moves

Proofing Before Payout is set up for businesses that want a real person in the loop before a sensitive action goes through. A customer joins a guided video session, presents an ID document, and a trained agent checks the face, document details and session signals before the record is cleared for the next step.

This product suits account opening teams, payment operations, lending workflows and support counters that need a tighter gate around risk. It is often used where the business wants a visible identity step before releasing a card, changing bank details, authorising a payout or unlocking an account action tied to value.

In practice, it sits between your onboarding flow and the step that matters. Your staff can keep the customer journey online, while the live session adds a human check that is easier to supervise than a loose upload-only process.

Session formats that fit different volumes

We set this up in a few workable formats, depending on how many users you onboard and how much control your team wants. Some businesses use a single review queue, others split traffic by product line, branch team or risk level. For larger operations, the process can be arranged with escalation paths, separate agent pools and status reporting.

Common options include:

• Standard live verification for ordinary onboarding and payout holds
• Enhanced review for higher value actions or flagged records
• Split queues for different departments or branches
• Pilot flow for a small user group before a wider launch
• Scripted agent paths where every step must be captured the same way

The video session itself is short and structured. It normally covers identity presentation, face comparison, liveness prompts and a record of the session outcome. Where your process needs it, the session can also include notes for manual review or a follow-up verification task.

Where the product fits best

Proofing Before Payout works well where the business has a digital account but does not want the release step to be automatic. That includes merchant accounts, wallet-style services, customer accounts with withdrawal rights, onboarding for higher risk users and internal approval chains that need a stronger check before funds or privileges move.

It also suits operations that already have some document capture in place but need a second layer of verification. A still image alone can leave gaps. A live session lets the agent ask the customer to present the document clearly, adjust angle and light, and respond to liveness prompts that make the session easier to assess.

For teams in Johannesburg, Pretoria, Cape Town, Durban, Gqeberha, Midrand and Sandton, the service is remote and organised around your operational hours and internal queue setup. No branch fit-out is needed. The key requirement is that your workflow is mapped properly so the right case reaches the right reviewer.

Integration work and staff training around your workflow

Most clients need more than the video session alone. The surrounding workflow has to move cleanly from your site or app into the review queue and back into your own records. That is where integration planning, API coordination and escalation design matter. We work through the handover points, the status fields, the error states and the staff steps that sit around the session.

Our team also trains client staff on the practical side of the process. That covers script use, case notes, queue handling, quality checks, refresh training and how to deal with unusual documents or incomplete captures. Where needed, pilot launch support helps the team settle the sequence before the wider roll-out.

• Workflow Mapping for the approval path and case triggers
• Integration Planning for system handover points and queue logic
• API Coordination for event updates and status changes
• Staff Training for reviewers and client-side operators
• Go Live Stabilising for the first live cases and process clean-up

From our Rosebank, Johannesburg base, we support client teams across South Africa. The aim is to keep the process legible for the operator and defensible in the record, without turning the step into a clumsy bottleneck.

Document handling, record keeping and session control

Good video KYC depends on clean capture and tidy records. The agent has to be able to see the ID document, compare the face, and store the outcome in a way that fits your audit trail. Consent handling, retention rules and record keeping should be built into the flow from the start, especially where POPIA applies to your customer records and FICA customer due diligence forms part of the wider process.

We do not treat this as a loose call. The session needs a defined start, a controlled middle and a clear outcome. Where your business needs more than one gate, the process can include escalation to a senior reviewer, a retry path, or a separate manual check before the account action is released.

For businesses dealing with customer money, identity and access rights, the quality of the record is often as important as the live decision. That means keeping the session notes readable, the timestamps sensible and the review status consistent across teams.

Details to confirm before you order

When you order Proofing Before Payout, the useful details are practical ones: the type of account action being protected, the document classes you accept, the customer journey before and after the session, and the level of review your team wants. If the flow differs by customer type or transaction value, that needs to be mapped early.

It also helps to confirm the operating volumes, the language used in the agent script, the escalation route for failed checks, and whether your team needs reporting for completed, failed or escalated sessions. If your process has a controlled release step, say so clearly so the queue logic can reflect it.

• What action is held until verification is complete
• Which identity documents your process accepts
• Whether the session is standard or enhanced review
• What status changes must reach your own system
• Who handles escalations, retries and exceptions
• Whether staff training is needed before launch

That sort of detail keeps the workflow tidy and avoids a patchy handover between the customer, the reviewer and your account team.