This article is pending privacy or legal review and explains planned BorrowHive product behavior.

Audience: support,ops · Review status: privacy or legal review pending · Effective: 2026-05-19 · Last reviewed: 2026-05-19

Identity verification operations runbook

This article explains BorrowHive product behavior. It is not legal or tax advice, and it is not a safety guarantee.

BorrowHive uses Stripe Identity as the launch provider for verified-person checks. Support staff should treat verified-person review as a sensitive trust workflow, separate from asset-label mailer verification, address checks, payout onboarding, and verified inventory.

Queue Routing

Use the support/admin identity verification queue for manual review, action required, rejected, suspended, provider outage, webhook delay, duplicate-document, expiring override, and redaction retry work items.

Work from non-PII status fields only. Staff may review verification status, provider session references, safe failure categories, redaction status, attempt counts, timestamps, and support article versions. Staff must not ask members to send ID photos, selfies, full document numbers, raw Stripe Identity outputs, or biometric details through ordinary support forms, email, chat, or BorrowHive messages.

Do not send ID photos, selfies, full document numbers, raw Stripe Identity outputs, or biometric details through ordinary support forms, email, chat, or BorrowHive messages.

Standard Handling

• For pending or processing, ask the member to wait or use Refresh in BorrowHive before opening a new provider session.
• For action required, send the troubleshooting article and ask the member to continue the Stripe Identity flow from BorrowHive.
• For rejected, review the public failure category and route the member to retry or manual review without requesting identity images in support.
• For suspended, keep rental and lending gates blocked until trust and safety resolves the account state.
• For failed redaction requests, retry the provider redaction operation from the staff operation and verify that the Stripe Identity redacted webhook is subscribed.

Dashboards And Alerts

Monitor verification start rate, hosted-session handoff rate, completion rate, pending age, action-required rate, rejection rate, provider error rate, webhook failure rate, redaction failure rate, redaction retry age, verified-person gate blocks, support exits, and checkout conversion impact.

Alert staff when provider errors spike, Stripe Identity webhooks stop arriving, pending sessions exceed normal age, redaction retries remain failed, or a deployment changes verification gate behavior unexpectedly.

Public Copy Boundaries

Public surfaces may show Verified person only when current verified-person status is safe to display. Public surfaces must not show pending, rejected, expired, action-required, legal name, document type, exact address, provider score, document images, selfies, or raw provider details.

Verified-person status is not a background check, not a credit check, not an address guarantee, not a guarantee of safe behavior, and not a BorrowHive endorsement.