vID Reorders

It is up to the CRA on how they wish to handle failures. We recommend offering the user a second chance to complete vID. Additional details on reorders can be found in this doc.

Written By Rachel Ennen

Last updated 10 months ago

Issuing Reorders

Visit Cognition
Search the invite table by the user's email
Select the three dots to the right
Select “recreate”

Select the more options button︙Once you’ve triggered the invite, you can download the QR code to share with the applicant.

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More Menu Button Options

Menu Option	Description
Resend	The Processor can resend the invite if the voucher/invite is unused or expired. This method will reuse the same voucher ID.
Recreate	The processor will be able to recreate the invite if the voucher has already been used (completed), accepted, or opted out. In this case, it will generate a new voucher ID because there are cases where the user has already used the voucher. This will not delete the old Voucher ID. Recreate should be used when issuing reorders.
Reinstate	The processor can reinstate the voucher if it is canceled. This will change the voucher to Pending status and use the same Voucher ID.

Reorder Scenarios

Scenario	Cortex Order Status	Cortex Order Score	Follow-Up Steps
Expired ID	Compliance Review	On Hold	Create a reorder invite following the steps above Send an email to the user notifying them why you are issuing them a reorder invite
Unclear Scans	Compliance Review	On Hold	Create a reorder invite following the steps above Send an email to the user notifying them why you are issuing them a reorder invite
If a user submits a verified reorder, move the initial order out of compliance review/on hold.	No Alerts Found	Withdrawn	Once the status and score are updated, select the reportable result button. This will remove the red alert icon from the order table.
If a user submits a reorder that doesn’t pass verification, you’ll mark the order as ID Not Verified.	Alerts Found	ID Not Verified	The Cerebrum support team will contact the CRA to explain the failure and get authorization before issuing the failure and passing the results
If a user is issued a reorder over 30 days ago and hasn’t submitted it, you’ll move the order to ID Not Verified.	Alerts Found	ID Not Verified	The Cerebrum support team will contact the CRA to explain the failure and get authorization before issuing the failure and passing the results

Cortex Order Notes for Reorders & Internal Use

When issuing a reorder or requesting further review on an order, you can utilize our notes section in Cortex to communicate with your team members directly in the platform.