Handling Online Renewals

When handling online renewals, Civic Review will notify staff members of any tasks that need to be completed. But sometimes there are certain things that you may want to handle along the way. This is a step-by-step guide for handling common scenarios when working with online renewals.

We also have a guide on recording paper renewals.

These steps work through what happens when an online renewal comes in. Make sure you read through all of them so you know the order things should be done.

What to do when the applicant requests a closure

Instead of renewing the applicant can indicate that they will not be renewing. You’ll see this as a Closure Requested. When this happens, you’ll be notified. On the record, you’ll see the reason for the closure, and you’ll be able to Deactivate Permit or Cancel Request.

What to do when the applicant changes information

Step 1: The applicant submits a renewal that had some changes to their information

A list of permits/licenses that have STARTED renewals can be found under Renewing on the left-hand navigation. When the applicant changes information or fills out a renewal questionnaire, their renewal is halted until you approve their changes. You can see a list of these changes by filtering the renewing permits as seen in this screenshot:

Step 2: Review their changes

When a renewal is awaiting approval, you’ll see a message like this:

If you scroll down a bit to the Permit Details section and explore the different pages, you’ll see the changes highlighted:

If a renewal questionnaire was submitted, you can see that information below the Permit Details section.

Step 3: Make necessary fee adjustments

This is important to remember: Fees do not automatically change when the applicant changes information. So if you have fees that are calculated or assessed based on their information, you’ll need to update the fees manually. Common examples are:

  • It’s common to have fees that are calculated by number of employees, income, square footage, etc.
  • It’s also common to have fees that are only added if certain rules or conditions are met based on information in this record.

How to refresh fees after information changes

To make changes to fees, hit the View/Edit button as seen here:

Look for the refresh fees button under the list of itemized fees:

This should recalculate and reassign fees based on the current data we now have on record.

Step 4: Approval Changes

Back on the main screen, you can now approve the changes. Upon approval, the applicant will be sent an email asking them to pay their fees.

What to do when the renewal is complete

When the renewal is complete, most organizations opt to let the applicant print their own certificate (there’s a setting for that in the certificate editor). But if you are printing the certificates for them, we recommend setting up a custom filter view and checking it daily or weekly to print certificates in bulk. Go to ALL permits and setup filters that look similar to this. You can save these filters in a view so that you don’t have to set them up each day (in fact, you may already have a view setup for this).

Then click on CERTIFICATES below the filters and you’ll have the option to print the appropriate certificate.


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