Sales, HubSpot: AE marks the deal as plan agreed. Super Admin creates the client record and the tracker link is sent with the form link.
Client, Volopay form (one per region): the admin fills KYB details and uploads documents. Saved in Super Admin, with a copy in HubSpot. Tracker: waiting on you until every item is in.
Ops, Super Admin (MDC): sanity check: documents attached, clear, match the form, match the product. CSM is assigned. Tracker flips to waiting on Volopay and shows the CSM.
Partner review (Pine Labs/LQ in IN, NIUM/Airwallex in SG): details go by API, automation or email. Result: Approved, RFI or Rejected. The tracker shows the partner and days elapsed.
If RFI, ADC: Ops moves the client to ADC. The tracker lists exactly what is needed, the client uploads it there, and it goes back to the partner. No email thread.
Client created, then User KYC: Super Admin creates the client and invites admins. Each card user completes KYC in the app, and the tracker shows per-user status. No KYC, no card payment. Then live.
Edge cases
1. Partner raises an RFI. Stage 6 (ADC) reopens and the banner turns to waiting on you with the specific documents. After upload, the status returns to partner review and the CSM is notified. Framed as the next step, never as bad news.
2. One user’s KYC is rejected (for example a cropped passport) after the business is approved. The company stays approved and other users carry on. Only that user is blocked from card payments, and the tracker says what is missing. The client can re-upload in place.
Also simulated: taking longer (Volopay is stuck: says so, shows owner, days and an ETA, and offers a nudge) and business rejected (reason shown, CSM walks through next steps).
One thing I would improve in Volopay
Onboarding lives in two systems: HubSpot for stages 1 to 3 and Super Admin for 4 to 8. No single field says who the ball is with, so the client emails to ask. I would add one shared “waiting on” owner and a days-in-stage timer in Super Admin, shown to the client. An overdue timer would also alert the CSM before the client has to ask.