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A customer's Documents tab listing attached files

Customers > [customer] > Documents

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Settle your retention policy before you make identity checks routine, then use the Documents tab on the customer to hold the files. Some orders need proof of who someone is: a licence before a van, an age check before alcohol equipment, a passport scan before something expensive leaves the building. TWICE gives you a Documents tab on every customer to hold those files. Expect no verification workflow: nothing checks a document, marks a customer verified, or expires the check. So the mechanics here are simple and the decisions around them are not. Settle the policy before you make this routine, because a folder of scanned passports you did not think about is a liability rather than an asset.

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Prerequisites

Required permissions: customers:customer_documents, in view, create, manage and delete. All four system roles (Owner, Admin, Manager and Member) hold every operation, so anyone who can open a customer can open their identity documents. Weigh that first, in the policy step.
Settle before you start:
  • Your legal basis for holding identity documents at all, and for how long.
  • How long you keep them. Nothing expires or deletes them for you.
  • Whether you need the document or only the check. Frequently you need to have looked rather than to have kept a copy. See the first step.

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The walkthrough

1

Decide whether to store the document at all

Decide this first, because the upload button makes it easy to skip. Three positions, in increasing risk:
2

Prefer recording the fact over keeping the file

Record the check as a customer attribute wherever you can. It gives you an auditable, filterable record of what happened and when, without storing a passport image. See Segment customers.Take the third option only when something actually requires the copy.
3

Upload the document

Upload the file on the customer’s Documents tab, and give it a name that will still make sense to a colleague in a year, such as driving-licence-2026-03 rather than scan1.Rename a file later from the row actions menu. Renaming changes the display name only and leaves the stored file where it is. Full detail is on the Documents tab page.
4

Record the check as well as the file

Record the outcome as an attribute even when you keep the document: verified yes or no, and the date.The reason is retrieval. A document is a file somebody has to open and read; an attribute is a column you can filter, so “which customers have an unexpired licence check” is answerable in one query rather than by opening profiles one at a time. The document is the evidence and the attribute is the index.
5

Know what the record shows afterwards

Read the customer’s Activity Log for the trail of who attached what and when, since it records documents being added.Expect none of the following:
  • No verified state on the profile. Nothing marks a customer as verified, which is what your attribute is for.
  • No expiry. A licence that expires next month keeps its document and its attribute unless you change them.
  • No enforcement. Nothing prevents an order for a customer with no document, or with an expired one.
Verification gates the transaction through your staff rather than through the software. Where a check must block an order, the block is a person following a procedure.
6

Set a retention rule and actually run it

Decide the period, write it down, and put a recurring review in whatever your team actually uses. Nothing deletes these files, so a document uploaded today is there in five years unless somebody removes it.Two practical shapes:
  • Delete on return, for a check needed only to release the goods. The lowest-risk option.
  • Delete after a fixed period, where a rule requires retention. Use a date attribute for the review date so the customers table can list what is due.
Delete a document per file on the Documents tab. There is no bulk purge and no scheduled deletion, which is exactly why the review has to be somebody’s job.
7

Check who can read the documents you keep

Identity documents are usually the most sensitive data in a TWICE account, and every system role can read them. Where that is wrong for your operation, the lever is a custom role that withholds customers:customer_documents. See Users & Roles.Custom roles only ever add permissions to a system role, so this needs the right system role underneath.

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How do I know it worked?

  • The document is on the profile, named so a colleague can identify it without opening it.
  • An attribute records the outcome and the date, so the check is findable in the table.
  • The Activity Log shows who added it, which is the trail an audit asks for.
  • You can say how long you keep it, and someone owns the review.

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Troubleshooting / common pitfalls

There is no verified state. Nothing on the profile represents verification, and no workflow sets one.Create a customer attribute for it, a yes/no or a date. That is both the record and the thing you can filter on.
No. Nothing checks documents or attributes before an order is taken, and nothing blocks a checkout on them.Keep the gate procedural: staff check before handing over. TWICE does not enforce it in software today.
There is no expiry tracking. A document and its attribute stay as they are indefinitely.Record the expiry as a date attribute, then keep a saved view filtered to dates in the past. That turns expiry into something the table surfaces rather than something you remember.
All four system roles hold customers:customer_documents in full.Treat this as role design rather than a setting on the tab. See Users & Roles. Reducing what you store is the other lever, and often the easier one.
Delete the file from the Documents tab, which is a per-file action.Handle it as part of the wider request rather than in isolation, since they may be asking about more than the document. See Export or erase a customer’s data.

Export or erase a customer's data

Responding to an access or erasure request.

Customer Documents tab

The tab, control by control.

Segment customers

Recording and finding the outcome of a check.

Users & Roles

Who can read what.