Visa Services - Staff Guide

Look up a customer's applications

Search by the email the customer used to sign up - shows every visa application they've submitted, and its status.

How the process works

1. The customer applies themselves on the customer website (Visa page) - there is currently no agent-side application form, so don't try to submit on their behalf. Point them to sehaab.com/visa (or the customer app's Visa tab).
2. Payment happens after submission, not before. The customer submits the application first, then pays the service fee from their "Your applications" list.
3. Our visa team reviews every application by hand - this is not instant approval. Set that expectation with the customer up front.
4. Applications are NOT yet auto-submitted to any government authority (GDRFA/ICP). Staff file the real application through the authority's own portal separately, then update status internally. Do not tell a customer it was "submitted directly to the government" unless that has actually happened.
5. If a customer asks about status, use the lookup box below - search by their email to see every application they've submitted.

How pricing works

Every real fee below is broken into: the government/authority's fixed fee (never marked up), our own processing/typing fee, local pass-through fees (Knowledge + Innovation Dirham, where they apply), VAT on our service portion only, and our margin on our own costs. If a customer asks "why is it more than the government fee," this is why - show them the breakdown, don't just quote the total.