Pet Owner Account Overview

Overview

Previous Organizations/Jurisdiction:

Any previous Organization or jurisdiction that this Pet Owner has resided in will be displayed in blue at the top of their profile. If the Pet Owner has simply moved jurisdictions, but still resides within your Organization's licensing boundaries, you will be able to click on the name to view the Pet Owner record from the previous jurisdiction. If the Pet Owner has moved from outside of your Organization's licensing boundaries, you will not be able to view the Pet Owner record from the previous Organization. 

Pet Owner ID:

This number in brackets is the unique identification number created by the DocuPet system. This ID will be on all communications with the Pet Owner. This ID is also a useful reference if you need to contact Administrator Support as it will help our team find the exact account you need assistance with.

Edit:

If there are any changes you’d like to make to this Pet Owner’s information (For Example: update their phone number/email address) this is the button you would select to do so. You can also 'Inactivate' a Pet Owner within the Edit function. 

Status:

This indicates whether or not the Pet Owner has an active account. Pet Owner’s can be switched to an “Inactive” status if they move out of a licensing jurisdiction or no longer have any pet’s to license. 

Organization & Jurisdiction: 

This will state which organization and jurisdiction the Pet Owner is currently residing in. 

First & Last Name:

This will show the Pet Owner’s first and last name.

External Identifier:

This is to show the Pet Owner’s previous ID that they originally had within your previous system (Example: Chameleon/Pet Data). These are retained in the DocuPet system when the historical licensing data is uploaded from your organization. 

Address & Address Validation:

This section shows the Pet Owner’s address as well as if it had been validated within our Authoritative Address tool. If there has been an Authoritative Address code generated on their account, they are able to license within the jurisdiction. If not, an administrator will need to check the address within the Authoritative Address tool to ensure it is within the licensing jurisdiction and/or add it into the system if necessary. 

Mailing Address:

This may be different from the Pet Owner’s address (For Example: they may have a PO box). 

Email Address:

This is the Pet Owner’s email address- if at any time, the Pet Owner is unable to access their account, a code can be sent by clicking on the “Send Forgot Access Code Email” button. Note: an email address can only be utilized on one (1) Pet Owner account at a time. 

Date of Birth, Senior Citizen, Veteran/Military:

These flags are not applicable to all partners. If your organization's program offers discounts for Seniors/Military personnel, then you can flag these options on their profile and it will automatically apply during the licensing process. 

Phone:

The Pet Owner can add multiple phone numbers (Home, Mobile, and Work) and select whichever is their primary number. 
 

Online Access Code:

This is a unique one-time use code that is generated for the Pet Owner to access the DocuPet Pet Owner portal. Once they've used it, they are considered an “Online Pet Owner” and a green banner will appear in this section. 

Returned Mail:

If a Pet Owner has moved or the address they’ve inputted is incorrect, you may get returned mail once DocuPet communications get sent out. When this happens, it is up to an administrator at your organization to switch this status to “Yes”. This will flag in our system not to send any more letters to this Pet Owner until the address has been updated. 

Administrative Contact/Pet Guardian:

This is where any Secondary contacts can be added to the Pet Owner's profile. On the Pet-Owner facing side of DocuPet, they are referred to as 'Pet Guardians'. Administrative contacts can be anyone the Pet Owner chooses (i.e. spouse, family member, neighbour, boarding kennel, etc.) A Pet Owner (or admin) can add as many Administrative Contacts/Pet Guardians as they wish - or may opt not to have any.

Order History:

This is where all of the previous, current, and future orders will be stored. It will show the Order Number, Date, Status, Administrator, and Vendor. With this in mind, it is important to check the “Status” section to know what stage of the ordering process the order is currently in. If the order is listed as “Pending” - then the order has not yet been completed/paid for. Once the order has been paid for, the status will change to “Ordered”, then it will move forward to “Processed”, “Fulfilled”, and then “Shipped”. 

This is also the area you would go to when starting a new order for a Pet Owner if they came to license in person.

Renewal Reminders:

DocuPet is responsible for all automatic communications sent out to the Pet Owners, and this is the section you can go to in order to reference what has been sent out. You’ll see the list broken down by Date, Status, Type, Pets, and Name. Once a communication has been sent, a hyperlink will be created and you can see exactly what was sent to the Pet Owner. 

This is good to reference in the instance that the Pet Owner states that they have not received any renewal communications from us. It is also a good opportunity to check that their contact information and address are correct in the system.

Activity Log:

This is a tool that monitors all changes made to the Pet Owner’s account by staff, Pet Owner, or the DocuPet team. It breaks down the information by Date, Type, and Description. You can filter this information by type of change made to the account as well as by date range.