Help Center
Help Center›Marketing

How to Review Senior Citizen and PWD IDs

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine stores on Launch, Grow, Scale and Premium Trial, with the Senior/PWD Discount add-on turned on Store owner, or a team member with Store settings & administration access About 3 minutes per ID Beginner

Summary

Overview: When a customer sends their Senior Citizen or PWD ID to your store, it waits for you in Contacts. You look at the photos, correct the details if needed, and approve the ID or tag it as not approved. Only approved customers get the discount at checkout.

Prerequisites:

Step-by-Step Instructions

Step 1: Find the IDs waiting for you

  1. In the sidebar, click Contacts.
  2. Above the table, use the quick filters: All contacts, Senior/PWD, Pending review, Approved, Not approved. Pending review carries a yellow count of the IDs still waiting.
  3. The Senior/PWD column shows each contact's status: Pending review, Approved, Not approved, Revoked or Expired.

Step 2: Open the contact's Senior/PWD tab

  1. Open the contact.
  2. Click the Senior/PWD tab.
  3. On the left you see the ID photos (Front and Back), marked Private. Only visible to your store. Click a photo to open it full size in a new tab.
  4. On the right you see the ID details: ID type, ID number, Name on ID, Submitted, and Valid until if an expiry was set.
  5. History at the bottom left lists everything that happened to this ID, with the date: the customer submitting or resubmitting, photos replaced, details edited, and your own decisions.

If the contact never sent an ID, the tab says This contact has not submitted a Senior Citizen or PWD ID.

Step 3: Check the ID

Compare the photos with the details:

  • The name on the ID matches Name on ID and the customer's account.
  • The ID number matches ID number.
  • The ID is not expired, and the photos are readable.

If something is written down wrong but the ID itself is fine, click Edit, correct ID type, ID number or Name on ID, then click Save changes. Your changes are saved in the History with your name.

Watch for the red warning Same ID number on another account. It lists the other customers using that ID number. Check the photos carefully before approving.

Step 4: Approve, or tag it not approved

To approve:

  1. (Optional) Set Approval valid until (optional) if the ID expires. Leave it empty for no expiry. The date must be in the future.
  2. Click Approve. You see ID approved.

To tag it not approved:

  1. Click Not approved. The Mark as not approved window opens.
  2. Pick one of the ready-made reasons, or type your own (up to 300 characters):
    • ID photo is blurry.
    • Name on the ID does not match the account.
    • ID is expired.
    • ID number is already used by another customer.
  3. Click Mark not approved. You see Tagged as not approved.

The customer sees the reason and your store's email address on their Senior/PWD Discount page, and can send new photos. No notification email is sent, so tell the customer yourself if you want them to know sooner.

Step 5: Revoke an approval later

Open the contact's Senior/PWD tab and click Revoke approval. You see Approval revoked. The customer stops getting the discount on new orders and can send their ID again for review.

Verify It Worked

Success criteria:

  • You see ID approved., Tagged as not approved. or Approval revoked.
  • The badge next to ID details changes to Approved, Not approved or Revoked, and so does the Senior/PWD column in Contacts.
  • The decision is listed in History with the date.

Troubleshooting

Common errors

  • "Cannot approve an application that is approved." (and similar): the ID is already in that state, or someone else on your team acted on it first. Refresh the page to see the current status.
  • "The expiry date must be in the future.": pick a later date in Approval valid until (optional), or leave it empty.
  • "Add a reason for the customer.": the reason box cannot be empty when you mark an ID not approved.
  • "Keep the reason under 300 characters.": shorten the reason.
  • The Senior/PWD tab and the quick filters are missing: the Senior/PWD Discount add-on is not turned on for your store. See How to Set Up the Senior Citizen and PWD Discount.

Limitations & considerations

  • Prosperna does not verify IDs. Approving one is your decision and your responsibility, as the notice on the tab says.
  • A customer has one ID application per store. After you tag it not approved, they can replace the photos; after a revoked or expired approval, they can send the ID again.
  • Not approved can only be used on an ID that is Pending review. Revoke approval only works on an approved ID.
  • ID photos are private to your store. They are not shown anywhere on your online store.
  • The discount is applied only to new orders placed after the approval, and only while the customer is logged in.
  • Ask to see the physical ID when you hand the order over. The order details and order emails carry the reminder.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/19/2026