This article will detail how to order or reorder a physical or virtual RIW card for an RIW cardholder.

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This instruction applies to the following RIW System User Roles:

• Advanced Project Admin
• Employer Admin 
• Employer Admin - No Payment
• Employer Admin - Read Only 
• Helpdesk 

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PART 1 - ORDERING A CARD

Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials.

Step 2: Search for people

Click on the People tab or Search For My People shortcut on the Main Dashboard to locate the cardholder.

Step 3: Criteria to search for a cardholder

Enter a search field or leave blank to bring up the entire workforce. Select the cardholder by highlighting their name and click Edit.

Step 4: Confirm the cardholder's details

Firstly, ensure the cardholder's details such as home address, personal email address, and phone number are up to date. Click on the Contact Details tab on the left-hand side menu and update details if required. Click Save if any details are updated.

Step 5: Request a card

To request a card select the Cards tab on the left-hand side menu.  All the requirements for requesting a card should be flagged with a green tick.  If any are missing, they will be flagged with a red cross and the card request will be unable to progress until the requirements have been met in full.

Step 6: Card delivery address

The card delivery address needs to be confirmed. There are two options:

Deliver to the Employer

By default, the name of the logged in user automatically populates the Recipient field as shown in the screen below, however, the name of another administrator or person can be entered manually instead.  

Next, start to type the name of the relevant Delivery Address and select it from the options displayed:

Note: The Delivery Address can only be one of the Offices added as part of the employer’s RIW company profile.  These can be viewed/updated via the My Account tab.

Deliver to the cardholder

If the card can be delivered direct to the cardholder, tick the Deliver card to Worker? checkbox and the next screen will display the cardholder's personal address where the card will be delivered. 

Note: Please ensure the cardholders address is correct and up to date before choosing this option.

For both delivery options, click the checkbox to confirm the photo of the individual is less than 6 months old and click Request Card.

The card request will be passed electronically to the card manufacturer and dispatched. Delivery of the card can take up to 2 weeks depending on location.

Step 7: Issue a virtual card

To issue a virtual RIW card for immediate use by the cardholder (while waiting for the physical card to be delivered), click on the Cards tab on the cardholder’s profile. From here, click Request Virtual Card.

Step 8: Send notification to the cardholder

On the next screen, a request can now be sent to the cardholder via the appropriate delivery method. Click on Send by Email or Send by SMS radio button as required.

Click Save and Send and the instructions for registering the virtual card will be sent to the cardholder by the selected method.

Note: An Employer Administrator can review the card production status of all cards by selecting the Card Status shortcut from the Main Dashboard.

PART 2 - REORDERING A CARD

Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using Employer Administrator credentials.

Step 2: Search for people

Click on the People tab or Search For My People shortcut on the Main Dashboard to locate the worker.

Step 3: Criteria to search for a cardholder

Enter a search field or leave blank to bring up the entire workforce. Select the worker by highlighting their name and click Edit.

Step 4: Confirm the cardholder details

Firstly, ensure cardholder's details such as home address, personal email address, and phone number are up to date. Click on the Contact Details tab on the left-hand side menu and update details if required. Click save if any details are updated.

Step 5: Select Cancel card

From the left hand tab menu select Cards.  This will display the current card issued to the cardholder.  This card will need to be cancelled PRIOR to reissuing a new card.  Click on Cancel Card.

A cardholder can only have one physical and one virtual card active at one time.

Step 7: Cancelling and requesting a replacement card

The following screen will appear when the Cancel Card button has been clicked.  To complete the below screen, select a Cancel Reason from the drop-down menu.

 

The Cancel Immediately tick box will cancel the cardholder's current physical card immediately. The cardholder will need to be reissued a new virtual card and will not be able to swipe in with a physical card until the replacement card is received. If the tick box is left unticked, the cardholder will be able to use the current card until the replacement card is received. Once the replacement card is swiped into site, the old card will automatically be cancelled.

If the original card has been lost or stolen, select Cancel Immediately to prevent the card being used if found. If the replacement card is being requested because (for example) the individual has changed their name, then leave this checkbox unticked. In this case, the original card will not be cancelled until the new card is first swiped. 

If Request Replacement is selected, please go to PART 1 ORDERING A CARD, Step 5 Request a card

Please note that a replacement card will cost $85.00.  Note that this item will appear in your Shopping Basket and will have to be checked out to be reordered.

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RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000077432

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