Visa Requests
Every visa application made on your storefront. Unlike other orders, these are a conversation: the request moves between you and the customer until it is issued or refused.
| Section | Visa |
| Panel route | /admin/visa-requests |
| Access needed | Visa → Request → View list |
Two statuses run in parallel
| Request status | Meaning |
|---|---|
| Awaiting seller | The ball is with you |
| Awaiting customer | You have asked for something; it waits for them |
| Issuing | Accepted and in progress |
| Issued | Done |
| Rejected | Refused |
| Payment status | Meaning |
|---|---|
| Unpaid | Not yet paid. If the customer abandons the payment, the request is removed |
| Paid | Settled. The request lands at Awaiting seller |
Both are filterable. The payment status filter also lists Pending and Failed, but requests do not currently reach either.
The target statuses you can choose depend on where the request is now:
The customer is emailed at the request's contact email when it moves to Awaiting customer, Issued or Rejected.
Two rules that constrain the screen
Until the payment status is Paid, the update form is unavailable and the page says so. This stops work starting on an application that was never funded.
A request in either state can no longer be updated. Record everything you need before moving it there.
The list
Each request is a card showing the destination country, the visa type, the request status, the number of applicants, when it was created, the contact email, the total and the payment status. View details opens it.
Search by Country. The search box also offers Contact email and Contact mobile, but searching by them does not currently work. Filter by Status and Payment status; sort Newest or Oldest.
Inside a request
| Section | Shows |
|---|---|
| Request summary | Country, visa type, contact email and mobile, customer note, total price, payment status |
| Applicants | Each applicant, their age group, and their visa result once issued, with Download visa |
| Uploaded documents | Everything the customer sent, labelled by kind |
| Conversation | The message thread between you and the customer |
| Update request | The form, when the request is paid and not final |
Document kinds
Passport · Photo · Invitation · Financial · Education · Other
Updating a request
| Field | Notes |
|---|---|
| Target status | Where the request moves to. Only the moves allowed from the current status are offered |
| Seller note | A message to the customer, added to the conversation. Required for Awaiting customer and Rejected |
| Per-applicant visa outputs | Shown only when the target status is Issued |
When the target status is Issued, every field below is required for every applicant:
| Field | Notes |
|---|---|
| Visa status | Pending, Issued or Rejected |
| Visa number | |
| Issued at and Expires at | The expiry must be on or after the issue date |
| Visa info | Additional information |
| Visa file | The document the customer downloads. PDF, JPG or PNG, up to 10 MB |
Because each applicant carries its own status, a family application can be partly successful.
The daily loop
- Filter to Awaiting seller.
- Open a request; read the summary, applicants, documents and conversation.
- Either ask for something and move it to Awaiting customer, or move it forward.
Scenarios
A document is unreadable
Write a seller note saying exactly what you need and set the status to Awaiting customer. It returns to you when they upload a replacement.
One applicant in a family is refused
Set that applicant's visa status to Rejected, and the others to Issued with their numbers and files. The request itself goes to Issued. The form still asks for every field on the refused applicant too, so fill in what you have for them.
A request has sat Unpaid for days
You cannot work it: the customer has not completed the payment.
You made a mistake on an issued visa
The request is final and cannot be updated. Contact the customer directly.
Questions
Why can I not update this request? Either it is not Paid, or it is already Issued or Rejected.
Does a visa request produce a voucher? No. The output is the per-applicant visa file you upload.
Where does the customer see my note? In their own view of the request, in the conversation. For Awaiting customer, Issued and Rejected they are also emailed at the request's contact email, with your latest note.
Can I refund a visa request? Not from this screen. See Move your money for the options.
Related
- Sell visa services — the full walkthrough
- Order statuses · Visa Services