Document Verification

Managing document uploads, OCR extraction, manual verification, expiry tracking, and override workflows for customer and driver documents.

Overview

Document verification ensures that every customer and driver in the system has valid, verified identification and driving credentials. No reservation can proceed to checkout without verified documents. This module handles the full lifecycle: upload, automated OCR extraction, manual review, approval or rejection, and ongoing expiry tracking.

Document Types

Document Category	Document Type	Required For	Expiry Tracked
Identity	Passport	All customers	Yes
Identity	National ID card	All customers (if applicable)	Yes
Identity	Emirates ID	UAE residents	Yes
Driving	Driving license (home country)	All drivers	Yes
Driving	UAE driving license	UAE license holders	Yes
Driving	International driving permit	Tourists with home license only	Yes
Driving	Commercial vehicle license	Commercial vehicle renters	Yes
Vehicle	Vehicle registration (Mulkiya)	All vehicles	Yes
Vehicle	Insurance certificate	All vehicles	Yes
Vehicle	RTA inspection certificate	All vehicles	Yes
Corporate	Commercial registration	Corporate accounts	Yes
Corporate	VAT certificate	Corporate accounts	Yes
Corporate	Authorization letter	Corporate signatory verification	No
Payment	Credit card (front)	All customers (payment method)	Yes
Payment	Corporate PO / guarantee letter	Corporate accounts	No

Upload Flow

Customer Upload (Portal)

Step	Action	Validation
1	Customer navigates to My Profile → Documents	Login required
2	Clicks Upload Document	—
3	Selects document type from dropdown	Type determines validation rules
4	Uploads front image (and back if applicable)	JPG, PNG, or PDF; max 10MB per file
5	System runs OCR extraction	Auto-extracts name, number, expiry date
6	Customer reviews extracted data	Can correct if OCR was inaccurate
7	Submits for verification	Document enters manual review queue

Staff Upload (Admin)

Step	Action	Validation
1	Staff navigates to customer/driver profile	Search or link from reservation
2	Clicks Upload Document	—
3	Selects document type	—
4	Uploads file	JPG, PNG, or PDF; max 10MB
5	Enters document details manually (OCR optional for staff uploads)	—
6	Submits	Document enters verification queue (or bypasses queue if staff has override permission)

OCR Extraction

When a document is uploaded, the system runs automated OCR (Optical Character Recognition) to extract key fields:

Document Type	OCR Fields Extracted
Passport	Full name, nationality, date of birth, passport number, expiry date, photo
National ID	Full name, ID number, date of birth, expiry date
Emirates ID	Full name, ID number, date of birth, expiry date, nationality
Driving license	Full name, license number, license class, expiry date, issuing country
Vehicle registration	Plate number, vehicle make/model, registration expiry, owner name
Insurance certificate	Policy number, vehicle plate, insurer, policy start/end dates

OCR Accuracy Handling

Scenario	System Behavior
OCR confidence > 90%	Fields pre-filled, customer reviews
OCR confidence 70–90%	Fields pre-filled with warning, customer must confirm
OCR confidence < 70%	OCR skipped, customer enters data manually
OCR fails entirely	Manual entry required, no pre-fill

Important: OCR extraction is a convenience tool. All extracted data must be verified by the customer or a staff member before submission. OCR errors do not absolve the customer or the company from verification accuracy.

Manual Verification Queue

All submitted documents enter the manual verification queue for staff review.

Queue Columns

Column	What It Shows
Document ID	Unique identifier
Entity	Customer name, driver name, or vehicle plate
Document Type	Type of document submitted
Submitted	Date and time of submission
OCR Status	Extracted, partial, failed, skipped
Reviewer	Assigned staff member (or unassigned)
Status	Pending, In Review, Approved, Rejected, Expired
Actions	View, Assign, Approve, Reject, Request Re-upload

Verification Steps

Open the document from the queue.
View the uploaded images — zoom, rotate, and compare front/back.
Review OCR-extracted fields against the uploaded image.
Check for:
- Name matches the customer/driver profile
- Document is not expired
- Document is not damaged or partially obscured
- Photo matches the person (if selfie comparison enabled)
- Document is genuine (security features, holograms visible in photo)
Decision:
- Approve — Document is valid and verified.
- Reject — Document is invalid. Enter rejection reason.
- Request Re-upload — Document is unclear or incomplete. Enter what is needed.

Verification Statuses

Status	Meaning	Next Step
`pending`	Submitted, awaiting assignment	Assign to reviewer
`in_review`	Staff member reviewing	Complete review
`approved`	Document verified and valid	None — document is active
`rejected`	Document invalid	Customer must re-upload
`re_upload_requested`	Document unclear or incomplete	Customer uploads new version
`expired`	Previously approved but now expired	Customer must upload renewed document
`overridden`	Verification bypassed by authorized staff	Audit log records override
`archived`	Superseded by a newer document	Read-only

Expiry Tracking

The system continuously monitors document expiry dates:

Timeframe	Action
60 days before expiry	Warning notification to customer and account
30 days before expiry	Urgent notification; document flagged in system
7 days before expiry	Critical notification; reservation block warning
On expiry date	Document status → `expired`; all related reservations blocked
After expiry	Customer cannot create new reservations or check out

Expiry Impact on Operations

Entity	Impact of Expired Document
Customer ID document	Cannot create new reservations
Customer driving license	Cannot check out any vehicle
Driver driving license (corporate)	Driver removed from approved registry
Vehicle registration	Vehicle cannot be rented
Vehicle insurance	Vehicle status → `inactive`
Vehicle inspection	Vehicle cannot be rented

Override Workflow

In exceptional circumstances, a document can be approved despite issues (e.g., expired by a few days, pending renewal confirmation from authority).

Override Rules

Override Scenario	Authority Required	Documentation Required
Document expired < 7 days, renewal in progress	Branch Manager	Renewal receipt or confirmation from authority
Document name does not match (minor discrepancy)	Branch Manager	Supporting document explaining discrepancy
OCR extraction failure, document is clearly valid	Verification staff	None (staff judgment)
Emergency rental, document pending	Operations Director	Written approval with conditions and deadline

Override Process

Staff selects Override instead of Approve.
System prompts for:
- Override reason (required, minimum 30 characters)
- Expiry date extension (if applicable)
- Supporting document upload (if applicable)
Override is submitted for audit.
The document is marked overridden with the staff member's ID and reason.
Override is logged immutably.

Rule: Overrides are time-limited. The system automatically re-checks an overridden document after the extension period. If the renewed document is not uploaded, the override expires and the document returns to expired.

Verification SLA

Document Type	SLA (Business Hours)	Breach
Customer identity	4 hours	8 hours
Driving license	4 hours	8 hours
Vehicle registration	24 hours	48 hours
Vehicle insurance	24 hours	48 hours
Corporate documents	48 hours	72 hours

Callouts

No vehicle checkout is permitted with unverified or expired documents. This is a hard system rule. The checkout process will block if any required document is missing, pending, or expired.

Document images are encrypted at rest and accessible only to authorized verification staff, compliance officers, and the document owner (customer). All access is audited.

Document Verification

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