Email 1
Title: Quotation 1: Module Spec (Retail Liquor Licences ? Mpumalanga) ? Accept/Decline → Info Gate → Auto-Invoice

Development Team,

Please implement the Quotation workflow for Retail Liquor Licences
(Mpumalanga) in the Licentia Mpumalanga (Pty) Ltd system. This email covers
the Quotation stage only (Accept/Decline + controlled automation to
invoice). We will add the Mandate/SLA workflow later.

1.	Core Rules (Locked)



1.	Quotation is a standalone document used only to price the service
and confirm the licence/application type.



2.	The Quotation form must collect limited information only (POPIA
principle: adequate, relevant, not excessive).



3.	Invoice must NOT be created when a quotation is accepted.

The system must first request and receive additional onboarding information
(Info Gate).

Only once the client completes the required additional information may the
system auto-generate the invoice.

1.3.1 “Accept Quotation” must trigger a system status of QUOTE_ACCEPTED
and move the client into INFO_GATE_REQUIRED status before any invoice is
generated.

1.3.2 The system must block invoice creation until Info Gate fields are
completed and validated.



4.	Franchisee creates and sends quotations. Provincial Head Office will
manage payment allocation later (out of scope for this first section).



5.	Mpumalanga invoice numbering remains locked as per our financial
spec (LMPU-000001 etc.) - we will apply this in the Auto-Invoice stage once
the Info Gate is completed.



2.	Quotation Data Capture (POPIA-Minimal Fields)



1.	Required Fields (Quotation Stage)

The quotation stage must only request the following:



A) Licence & Application selection (Required)

*	Licence Category (Dropdown 1 - required)
*	Application Type (Dropdown 2 - required)
*	Municipality (Dropdown - required)



Add “Other” option to both Dropdown 1 and Dropdown 2.
If “Other” is selected, display a required text field: “Please describe
what you require (short description)”.
System must store this description separately and flag the quote as
REQUIRES_FOLLOW_UP = TRUE on the Franchisee dashboard.



B) Applicant contact (Compulsory Required)

*	Contact Person Full Name and Surname (required)
*	Primary Mobile Number (required)
*	Alternative Mobile / WhatsApp Number (required field label must
state “Alternative / WhatsApp Number”)
*	Email Address (required)



C) Entity basics (Compulsory Required)

*	Legal Entity Type (required dropdown: Individual / (Pty) Ltd / CC /
Trust / NPO / Sole Proprietor)

The name of the Entity has to be given

*	Business Trading Name (optional)



D) Registration Number (Optional)

*	Registration Number must be optional (client may supply it now, or
later at Info Gate).



E) Existing Licence Indicator (Required Yes/No Selection)



*	Field: “Do you currently have a liquor licence number?” (Yes/No)
If “Yes”, dynamically display optional field: “Liquor Licence Number”.
If “No”, no additional field is shown.
The system must store (Provide a Liquor license to the Franchisee value, in
his Notifications) and licence number (if provided).



2.2 POPIA Limitation (What must NOT be asked at Quotation Stage)



Do NOT request at quotation stage:

*	ID number
*	Representative physical/postal address
*	VAT number
*	shareholder/member/trustee details
*	copies of documents (CIPC, ID, proof of address, lease, municipal
documents, etc.)



Those are captured after acceptance during Info Gate / onboarding.



Additional Functional Requirements for Quotation Stage

Quotation Acceptance / Decline Logic

1 Client must have two options: ACCEPT QUOTATION or DECLINE QUOTATION.

1.2 If client selects DECLINE:

*	Status must update to QUOTE_DECLINED.
*	Franchisee must receive notification.
*	No further automation occurs.

1.3 If client selects ACCEPT:

*	Status updates to QUOTE_ACCEPTED.
*	Client moves to INFO_GATE_REQUIRED.
*	Invoice is NOT created yet.
*	System sends automated message: “Please complete your information
to proceed with your application.”





3.	Licence Category Dropdown (Dropdown 1) - Definitions + Examples

UI requirement: Dropdown must show category name, and a short “What this is
for” help text. Provide a tooltip or short description panel.

A - On Consumption

Definition:
Alcohol is sold and consumed on the licensed premises. Customers must drink
the alcohol on-site and may not remove open containers from the premises.

Typical businesses:
Restaurants, pubs, taverns, lounges, sports bars, hotels, cocktail bars.

Example:
“A sit-down restaurant with a bar where customers order drinks and consume
them at tables inside the premises.”

Typical trading hours (subject to licence conditions):
Generally permitted daily, often between 10:00 and 24:00, depending on
municipal and Liquor Authority approval.

Mon-Sun & Public Holidays: 10:00-24:00



B - Off Consumption

Definition:
Alcohol is sold in sealed containers for consumption away from the licensed
premises. Customers may not consume alcohol on-site.

Typical businesses:
Bottle stores, liquor stores, take-away liquor outlets.

Example:
“A liquor store selling sealed bottles of wine, beer, and spirits for
customers to take home.”

Typical trading hours (subject to licence conditions):
Typically Monday-Saturday during daytime and early evening hours, with
restricted hours on Sundays and public holidays, as determined by the
Authority.

Mon-Sat: 08:00-20:00

Sun & Public Holidays: 10:00-17:00



C - On & Off Consumption

Definition:
Alcohol may be sold for both on-premises consumption and off-premises
(take-away) consumption, subject to the licence endorsement and approval.

Typical businesses:
Restaurants with bottle-store sections, taverns with take-away counters, and
venues offering both sit-in drinking and sealed bottle sales.

Example:
“A tavern that allows customers to drink inside the premises but also sells
sealed bottles for customers to take home.”

Typical trading hours (subject to licence conditions):
On-consumption hours generally follow hospitality trading times, while
off-consumption sales may be restricted to earlier hours, subject to
Authority approval.

Mon-Sun & Public Holidays: 10:00-24:00



D - Special Liquor Licence

Definition:
A licence issued where the business operation does not fit neatly within
standard categories, or where the Liquor Authority imposes specific tailored
conditions due to the nature, scale, or format of the operation. The licence
may still allow on-consumption, off-consumption, or both, but under
specially approved conditions.

Typical businesses:
Nightclubs, casinos, large entertainment venues, resorts, stadium
facilities, multi-zone hospitality complexes, high-capacity venues.

Example:
“A large nightclub operating as a high-capacity entertainment venue with
controlled entry, security management, and extended trading approval.”

Typical trading hours (subject to licence conditions):
Often extended beyond standard on-consumption hours, where approved,
potentially up to late-night hours, subject to Liquor Authority and
municipal approval.

Mon-Sun & Public Holidays: 10:00-02:00



E - Events (On Consumption)

Definition:
A temporary licence is issued for a specific event, location, and date,
allowing alcohol sales and consumption only for the duration of the approved
event.

Typical businesses:
Event organisers, festival operators, wedding venues, corporate function
organisers, sports event organisers, and schools.

Example:
“A weekend music festival applying for authority to sell alcohol during the
event dates only.”

Typical trading hours (subject to licence conditions):
Limited strictly to the approved event dates and times as specified in the
event licence approval.

Up to 5 Days at a Time / Multiple times per year
From 10:00-04:00 Depending on the Event and Authority



F - Micro-manufacturer (On & Off Consumption)

Definition:
A licence permitting small-scale manufacturing of liquor products, with
authority to sell for on-site consumption (tasting) and/or off-premises
retail sales, subject to licence conditions.

Typical businesses:
Craft distilleries, microbreweries, boutique spirit producers with tasting
rooms.

Example:
“A small craft gin distillery producing its own spirits, offering tastings
on-site and selling sealed bottles directly to customers.”

Typical trading hours (subject to licence conditions):
Manufacturing may occur during standard business hours, while on-site
tasting and retail sales follow approved trading hours set by the Authority.

Mon-Sun & Public Holidays: 10:00-24:00



G - Traditional African Beer Micro-manufacturer (On & Off Consumption)

Definition:
A licence permitting the small-scale production of traditional African beer,
with controlled authority for on-site consumption and/or off-site sales,
subject to regulatory conditions.

Typical businesses:
Traditional beer producers operating within regulated frameworks.

Example:
“A licensed traditional beer producer selling approved products for local
on-site consumption and regulated take-away sales.”

Typical trading hours (subject to licence conditions):
Subject to licence approval and local municipal conditions, generally
aligned with approved consumption hours.

Mon-Sun & Public Holidays: 10:00-24:00



One non-negotiable line to add under the dropdown (UI disclaimer)

Add this under the dropdown help panel:

“Trading hours are subject to the specific licence conditions and
municipal/authority approvals and may be restricted or extended by the
Authority.”

Implementation Requirements

1.	The disclaimer must:

*	Be displayed permanently under the Licence Category section.
*	Not be removable by franchisee users.
*	Not be editable by end users.
*	Appear on:

*	The Quotation Form screen
*	The Quotation PDF
*	The Client Portal view (if visible there)

2.	Formatting:

*	Smaller font than main text, but clearly readable.
*	Preferably italic or styled as a compliance notice.
*	Must not be hidden behind hover-only tooltips.

3.	Legal Purpose:

*	Protects Licentia Mpumalanga (Pty) Ltd
*	Prevents clients from claiming “guaranteed trading hours”
*	Clarifies that final hours depend on licence endorsement



Dropdown 2 - Application Type (Plain Language, No Sections)

1) New Liquor Licence

Definition:
Apply for a brand-new liquor licence where no valid liquor licence currently
exists for the premises/business.

Typical use:
New premises, new business, first-time licence applications.

Example:
“A new restaurant (New Business) is opening for the first time and needs a
liquor licence to sell alcohol.”



2) Transfer of an Existing Liquor Licence

Definition:
Apply to transfer an existing liquor licence from the current licence holder
to a new licence holder (new owner/entity).

Typical use:
Buying an existing licensed business (restaurant, tavern, liquor store) and
taking over the licence.

Example:
“You buy a liquor store that already has a licence, and the licence must be
transferred into your company name.”



3) Structural / Name Change of the Liquor Licence Premises

Definition:
Apply where the licensed premises change in a material way
(layout/structure/expansion) and/or where the business name/trading name
changes, requiring official update of licence records.

Typical use:
Renovations, expansions, changing trading name, changes to premises
description.

Example:
“A tavern expands the building or changes the trading name and needs the
licence details updated.”



4) Annual Renewal of the Liquor Licence

Definition:
Apply to renew an existing liquor licence for the next licence period as
required by the Authority. (Annual/Yearly Renewal)

Typical use:
Existing valid licences that require renewal each year.

Example:
“A restaurant with a valid liquor licence must renew it for the new
year/upcoming year.”



5) Voluntary Cancellation of the Liquor Licence

Definition:
Apply to formally cancel a liquor licence where the business is closing or
the licence is no longer required.

Typical use:
Business closure, licence no longer needed, compliance clean-up.

Example:
“A liquor store closes permanently and wants the licence cancelled properly
to avoid future liability.”



6) Controlling Interest Change in a Liquor Licence

Definition:
Apply when there is a change in ownership/control of the licensed entity (e.
g., shareholders/members/beneficial control changes) that must be
approved/recorded by the Authority.

Typical use:
Share sales, adding/removing business partners, changes to ownership
structure.

Example:
“A (Pty) Ltd sells 1%  to 99% (Any % change in the Entity) of shares to a
new investor, triggering a controlling interest change application.”



7) Business Manager Appointment on a Liquor Licence

Definition:
Apply to appoint or change the approved person responsible for managing the
licensed liquor business, where the Authority requires an approved manager.

Typical use:
Replacing the manager, appointing a manager for compliance, operational
change.

Example:
“The owner appoints a new manager to run daily liquor operations and the
Authority must approve the appointment.”

Non-Negotiable UI Disclaimer (Application Type)

Add this fixed line under the Application Type help panel:

“Application type must match your legal scenario. Licentia will confirm the
final application route after acceptance and onboarding information is
completed.”

Reason: this protects you when clients select the wrong type during enquiry.

Developer Notes (For the Email Addendum)

UI Structure (Locked)

*	Dropdown 1: Licence Category (A-G) with definitions + examples +
typical hours
*	Fixed disclaimer under Dropdown 1 (already confirmed):
“Trading hours are subject to the specific licence conditions and
municipal/authority approvals and may be restricted or extended by the
Authority.”
*	Dropdown 2: Application Type (7 options) with definitions + examples
*	Fixed disclaimer under Dropdown 2 (above)

Email 2
Title: Quotation 2: Decline Logiz - Automatic Response

Additional Functional Requirements for Quotation Stage

Quotation Decline Logic

1.1 Client must have two options (buttons):

*	ACCEPT QUOTATION

*	Purpose: Client confirms they want to proceed. System must then
request the additional onboarding information (Info Gate).
*	Important: All information captured in the Info Gate must be stored
and pulled through automatically to the Mandate for undersigning (pre-filled
mandate template).

*	DECLINE QUOTATION

*	Purpose: Client indicates they do not want to proceed. The system
must ask short, relevant questions to understand why and offer assistance.



1.2 If the client selects DECLINE QUOTATION

System behaviour must be:

*	Status must update to QUOTE_DECLINED (timestamped).
*	Franchisee must receive immediate notification (Dashboard +
email/WhatsApp alert).
*	No further automation occurs (no Info Gate, no invoice, no mandate).

Decline Reason Capture (required):
On decline, show a short form:

A.	Decline Reason (dropdown required):

*	I shall send an email per the heading below: First is - Price too
high
*	Price too high
*	Not ready yet / timing issue
*	Just comparing options
*	Going with another consultant
*	No longer proceeding with the business
*	Don’t understand the process / need clarity
*	Other (if selected, show required free text)

B) “How can we assist?” (optional text field):

*	Short message box (max characters recommended)

System output:

*	Save decline reason + text to quote record
*	Create a follow-up task for franchisee: “Declined quote - follow
up.”



A) DECLINE REASON = “PRICE TOO HIGH”

1. Trigger

When the client selects:

Decline Reason → Price too high

The system must immediately:

*	Update status to:
QUOTE_DECLINED_FOLLOW_UP_PENDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation

*	Display structured automated response (below)






2. Client-Facing Automated Message (Locked Text - Not Editable)


The following message must display on screen and also be sent via
email/WhatsApp (if available):

“Thank you for your feedback. We understand that pricing is an important
decision.

Licentia is one of South Africa’s largest business licensing consultancies,
with over three decades of experience and more than 10,000 clients
nationally. Our quotation reflects the structured compliance work,
regulatory preparation, authority engagement, and professional process
management required when submitting a liquor licence application.

Liquor licensing is not merely a form submission - it is a regulated
approval process that must be handled correctly and in line with provincial
Authority requirements.

While no consultant can guarantee approval, our role is to ensure your
application is professionally prepared, compliant, and properly managed
throughout the regulatory process.

If helpful, we can assist you with one of the options below:”

This wording must remain locked and not editable by franchisees.




3. Client Options (Buttons Displayed)


The system must display three buttons:

1.	Request a Call to Discuss the Quotation
2.	Request a Structured Payment Plan
3.	No thank you




4. If Client Selects: “Request a Call to Discuss the Quotation.”


System must:

*	Create task:
TASK_PRICE_DISCUSSION_REQUIRED
*	Priority: HIGH
*	Assigned to: Franchisee
*	Notify franchisee via:

*	Dashboard alert
*	Email/WhatsApp notification

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING

No automatic price editing is permitted within the system.

All pricing discussions remain manual and controlled by the franchisee.



5. If Client Selects: “Request a Structured Payment Plan”

System must:

Display structured payment plan selection (no free text negotiation).

Payment Plan Options:

Client selects:

Instalment Period:

*	2 Months
*	3 Months
*	4 Months

Deposit Selection:

*	50% Deposit
*	60% Deposit

System must automatically calculate:

*	Deposit Amount
*	Monthly Instalment Amount
*	Final Payment Completion Date

Client submits payment plan request.

System must then:

*	Create task:
TASK_PAYMENT_PLAN_REVIEW_REQUIRED
*	Priority: HIGH
*	Assigned to: Franchisee

Payment plans are not automatically approved.
Franchisee must manually review and approve or decline the request.

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING




6. If Client Selects: “No thank you”


System must:

1.	Update status to:
QUOTE_DECLINED_NO_THANK_YOU
2.	Create task:
TASK_COURTESY_FINAL_CONTACT

*	Priority: LOW
*	Due within 48 hours
*	Maximum follow-up attempts: 1

3.	Franchisee must complete one professional courtesy contact attempt.




7. Locked Courtesy Message (Pre-Written - Not Editable)


Franchisee must use the following locked template for the final courtesy
contact:

“Good day [Client Name],

Thank you again for considering Licentia for your liquor licence
application.
I just wanted to personally thank you for the opportunity and confirm that
should you require assistance at any stage, we remain available to help.

Wishing you success with your business venture.

Kind regards,
[Franchisee Name]”

This message must not be editable to ensure brand consistency.




8. Final Outcome After Courtesy Contact


Franchisee must log one of the following outcomes:

*	Client confirmed not proceeding
*	No response received
*	Client requested future follow-up (date required)

If:

*	Confirmed not proceeding → Status = QUOTE_ARCHIVED
*	No response → Status = QUOTE_ARCHIVED
*	Future follow-up requested → Create scheduled follow-up task

Only one courtesy attempt is allowed.
No repeated automated reminders.




9. Business Objective


This decline flow must:

*	Protect Licentia’s authority positioning
*	Avoid price negotiation culture
*	Offer structured flexibility (payment plan only)
*	Ensure one professional follow-up
*	Prevent quotes from disappearing without action
*	Maintain long-term brand reputation

Email 3
Title: Quotation 3: Decline Logiz - Automatic Response

B) DECLINE REASON = “NOT READY YET / TIMING ISSUE”

1. Trigger

When the client selects:

Decline Reason → Not ready yet / timing issue

The system must immediately:

*	Update status to:
QUOTE_DECLINED_FOLLOW_UP_PENDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation

*	Display structured automated response (below)
*	Become and move to a Prospective Client to be followed up after a
Month. Prospective List of potential Work



2. Client-Facing Automated Message (Locked Text - Not Editable)

The following message must display on screen and also be sent via
email/WhatsApp (if available):

“No problem at all. We understand that timing is important when planning a
liquor licence application.

Liquor licensing often involves municipal approvals, compliance preparation,
and regulatory lead times. Planning at the right time can help prevent
delays once you are ready to operate.

To assist you at the appropriate stage, please let us know when you would
like us to follow up with you.”

This wording must remain locked and not editable by franchisees.



3. Required Follow-Up Date Field

The system must require the client to select a follow-up date before
submitting this decline reason.

Field type:

*	Date picker (required)

Rules:

*	Minimum date = Today + 7 days
*	Maximum date = Today + 6 months
*	Cannot submit without selecting a date
I shall leave this in your (Developer Hands) to incorporate a Time frame
date Schedule).



4. System Actions After Submission

Once client selects a follow-up date and submits:

System must:

1.	Create task:
TASK_SCHEDULED_FOLLOW_UP
2.	Assign to: Franchisee
3.	Due date = Client-selected follow-up date
4.	Notify franchisee via:

*	Dashboard alert
*	Email/WhatsApp notification
Callander Booking.

5.	Store:

*	decline_reason = TIMING
*	follow_up_date
*	Timestamp

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



5. Franchisee Follow-Up Behaviour

On the selected follow-up date, franchisee must contact the client.

System must require franchisee to log outcome:

*	Client now ready to proceed
*	Client still not ready (new follow-up date required)
*	Client confirmed not proceeding
*	No response

If:

*	Client now ready → Status changes to QUOTE_REOPENED
*	Client still not ready → New TASK_SCHEDULED_FOLLOW_UP (date
required)
*	Confirmed not proceeding → Status = QUOTE_ARCHIVED
*	No response → Allow one additional reminder after 7 days, then
archive

Maximum follow-up attempts: 2 cycles total.



6. Business Objective

This decline flow must:

*	Respect client timing
*	Maintain structured follow-up discipline
*	Prevent leads from being forgotten
*	Avoid aggressive chasing
*	Keep Licentia positioned as professional and organised

This category is high-conversion over time and must be handled carefully.

Email 4
Title: Quotation 4: Decline Logic - Automatic Response

C) DECLINE REASON = “JUST COMPARING OPTIONS”

1. Trigger

When the client selects:

Decline Reason → Just comparing options

The system must immediately:

*	Update status to:
QUOTE_DECLINED_FOLLOW_UP_PENDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation

*	Display structured automated response (below)



2. Client-Facing Automated Message (Locked Text - Not Editable)

The following message must display on screen and also be sent via
email/WhatsApp (if available):

“Thank you - comparing options is understandable and responsible when
making an important business decision.

When selecting a liquor licensing consultant, we encourage you to compare
more than pricing. Consider:

* Who carries compliance accountability?
* Who manages Authority correspondence and regulatory requirements?
* Who ensures the application is structured correctly before submission?
* Who supports you if objections or delays arise?

Licentia operates with a structured compliance system, provincial oversight,
and over three decades of licensing experience across South Africa.

If helpful, we can provide a brief comparison overview or discuss our
process with you directly.”

This wording must remain locked and not editable by franchisees.



3. Client Options (Buttons Displayed)

The system must display three buttons:

1.	Request a Call to Compare the Process
2.	Receive a Process Overview Summary
3.	No thank you



4. If Client Selects: “Request a Call to Compare the Process”

System must:

*	Create task:
TASK_VALUE_CONVERSION_CALL
*	Priority: HIGH
*	Assigned to: Franchisee
*	Notify franchisee via:

*	Dashboard alert
*	Email/WhatsApp notification

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



5. If Client Selects: “Receive a Process Overview Summary”

System must: These aspects shall follow later to be added.

*	Automatically send a standardised PDF or email summary explaining:

*	Licentia’s structured process
*	Compliance preparation stages
*	Authority submission handling
*	Provincial oversight model
*	Mandate-based legal protection

*	Create task:
TASK_PROCESS_SUMMARY_SENT
*	Priority: MEDIUM
*	Assigned to: Franchisee (follow-up within 3 business days)

The franchisee must contact the client within 3 days to confirm receipt and
answer questions.

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



6. If Client Selects: “No thank you”

System must:

1.	Update status to:
QUOTE_DECLINED_NO_THANK_YOU
2.	Create task:
TASK_COURTESY_FINAL_CONTACT

*	Priority: LOW
*	Due within 48 hours
*	Maximum follow-up attempts: 1

3.	Franchisee must use the locked courtesy script (as defined in
Section A).

After completion → Status = QUOTE_ARCHIVED



7. Franchisee Follow-Up Logging Requirement

For “Just comparing options,” the franchisee must log the outcome:

*	Client proceeding with Licentia
*	Client still comparing
*	Client chose competitor
*	Client not responding

If:

*	Proceeding → Status = QUOTE_REOPENED
*	Still comparing → Allow one follow-up in 7 days
*	Chose competitor → Status = QUOTE_ARCHIVED
*	No response → Archive after second attempt

Maximum 2 follow-up attempts total.



8. Business Objective

This decline flow must:

*	Reinforce Licentia’s authority
*	Avoid attacking competitors
*	Avoid discount pressure
*	Shift comparison from price → process & risk management
*	Increase premium positioning
*	Convert evaluation into consultation

This category has strong recovery potential when handled correctly.

Email 5
Title: Quotation 5: Decline Logiz - Automatic Response

D) DECLINE REASON = “GOING WITH ANOTHER CONSULTANT”



1. Trigger

When the client selects:

Decline Reason → Going with another consultant

The system must immediately:

*	Update status to:
QUOTE_DECLINED_FOLLOW_UP_PENDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation

*	Display structured automated response (below)



2. Client-Facing Automated Message (Locked Text - Not Editable)

The following message must display on screen and also be sent via
email/WhatsApp (if available):

“Thank you for informing us. We respect your decision and wish you success
with your liquor licence application.

Before you proceed, may we ask what influenced your choice? Your feedback
helps us improve our service and better support future clients.

Should you require assistance at any stage - including regulatory
clarification, compliance review, or Authority engagement - Licentia remains
available to assist.”

This wording must remain locked and not editable by franchisees.



3. Optional Feedback Dropdown (Displayed to Client)

Client may select one:

*	Lower price
*	Faster turnaround promised
*	Existing relationship
*	Geographic proximity
*	Referred by someone
*	Other (free text required)

This feedback is optional but encouraged.

System must store:

*	competitor_reason
*	competitor_other_text (if applicable)



4. Client Options (Buttons Displayed)

After feedback, system must show:

1.	Request a Call Before You Finalise
2.	No thank you



5. If Client Selects: “Request a Call Before You Finalise”

System must:

*	Create task:
TASK_COMPETITOR_RECOVERY_CALL
*	Priority: HIGH
*	Assigned to: Franchisee
*	Notify franchisee via dashboard + email/WhatsApp

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING

Purpose:
This is a controlled opportunity to:

*	Clarify scope
*	Clarify compliance risks
*	Reinforce structured mandate model
*	Recover the client professionally

No discount discussion is automated.



6. If Client Selects: “No thank you”

System must:

1.	Update status to:
QUOTE_DECLINED_NO_THANK_YOU
2.	Create task:
TASK_COURTESY_FINAL_CONTACT

*	Priority: LOW
*	Due within 48 hours
*	Maximum attempts: 1

3.	Franchisee must use the locked courtesy script (as defined earlier).

After completion → Status = QUOTE_ARCHIVED



7. Franchisee Logging Requirement

Franchisee must log outcome:

*	Client reconsidering
*	Client confirmed using competitor
*	Client requested future follow-up
*	No response

If:

*	Reconsidering → Status = QUOTE_REOPENED
*	Confirmed competitor → Status = QUOTE_ARCHIVED
*	Future follow-up → Create scheduled task
*	No response → Archive after 1 attempt

Maximum recovery attempts: 1 direct recovery + 1 courtesy contact.



8. Business Objective

This flow must:

*	Maintain professional dignity
*	Avoid attacking competitors
*	Avoid discount positioning
*	Keep the door open for recovery
*	Capture competitor intelligence
*	Protect brand authority

This category often returns later when:

*	Other consultant underperforms
*	Authority rejects submission
*	Compliance complications arise

The system must preserve long-term positioning.

Email 6
Title: Quotation 6: Decline Logiz - Automatic Response

E) DECLINE REASON = “NO LONGER PROCEEDING WITH THE BUSINESS”



1. Trigger

When the client selects:

Decline Reason → No longer proceeding with the business

The system must immediately:

*	Update status to:
QUOTE_DECLINED_NO_BUSINESS_PROCEEDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation

*	Display structured automated response (below)



2. Client-Facing Automated Message (Locked Text - Not Editable)

The following message must display on screen and also be sent via
email/WhatsApp (if available):

“Thank you for informing us. We understand that business plans can change.

We appreciate the opportunity to have provided you with a quotation and wish
you every success in your future ventures.

Should you decide to proceed at a later stage, Licentia will gladly assist
you.”

This wording must remain locked and not editable by franchisees.



3. Client Options (Buttons Displayed)

System must display:

1.	Contact me in the future if regulations change (Optional checkbox)
Date and time, and then to the franchisee calendar and reminders.
2.	No further contact required

This ensures compliance and respects client preference.



4. If Client Selects “Contact me in future”

System must:

*	Store:

future_contact_consent = TRUE

*	Add client to future regulatory update list (future phase)
*	Status remains: QUOTE_ARCHIVED

No immediate follow-up task required.



5. If Client Selects “No further contact required”

System must:

*	Store:

future_contact_consent = FALSE

*	Immediately move status to:
QUOTE_ARCHIVED
*	No follow-up task created



6. Franchisee Behaviour

No mandatory follow-up required.

Franchisee dashboard may show:
“Quote closed - business not proceeding.”

No courtesy contact required unless franchisee manually chooses to.



7. Business Objective

This flow must:

*	Respect client decision
*	Avoid pressure
*	Preserve long-term goodwill
*	Avoid unnecessary follow-up workload
*	Protect POPIA compliance

Clients in this category sometimes return months or years later.
The exit must be clean and professional.

Email 7
Title: Quotation 7: Decline Logiz - Automatic Response

When someone selects “Don’t understand the process / need clarity”, it is
NOT a rejection.

It means:

*	They are confused
*	They are overwhelmed
*	They are uncertain
*	They need guidance

This is where Licentia must show authority, clarity, and structure - not
pressure.

Below is the finalised developer-ready section.



F) DECLINE REASON = “DON’T UNDERSTAND THE PROCESS / NEED CLARITY”



1. Trigger

When the client selects:

Decline Reason → Don’t understand the process / need clarity

The system must immediately:

*	Update status to:
QUOTE_DECLINED_FOLLOW_UP_PENDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation

*	Display structured automated response (below)



2. Client-Facing Automated Message (Locked Text - Not Editable)

The following message must display on screen and also be sent via
email/WhatsApp (if available):

“No problem - liquor licensing can be complex, and it is important to
understand the process before proceeding.

Licentia follows a structured regulatory process designed to ensure your
application is prepared correctly and submitted in line with provincial
Authority requirements.

We would be happy to explain the steps clearly and answer your questions.

Please select how you would prefer us to assist you.”

This wording must remain locked and not editable by franchisees.



3. Client Options (Buttons Displayed)

The system must display three options:

1.	Request a 5-minute explanation call
2.	Receive a step-by-step process overview
3.	Schedule a consultation



4. If Client Selects: “Request a 5-minute explanation call”

System must:

*	Create task:
TASK_CLARITY_CALL_REQUIRED
*	Priority: HIGH
*	Assigned to: Franchisee
*	Notify franchisee immediately (Dashboard + Email/WhatsApp)

Franchisee must contact client within 24-48 hours.

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



5. If Client Selects: “Receive a step-by-step process overview”

System must:

*	Automatically send structured overview document (PDF or email
summary)
Including:

*	Application stages
*	Compliance preparation
*	Authority submission
*	Estimated timelines
*	Mandate structure

*	Create task:
TASK_PROCESS_OVERVIEW_SENT
*	Priority: MEDIUM
*	Franchisee follow-up required within 3 business days

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



6. If Client Selects: “Schedule a consultation”

System must:

*	Display calendar booking interface (if integrated)
OR
*	Create scheduling task for franchisee
*	Create task:
TASK_SCHEDULED_CONSULTATION
*	Priority: HIGH
*	Assigned to: Franchisee

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



7. Franchisee Follow-Up Logging Requirement

Franchisee must log outcome:

*	Client now ready to proceed
*	Client still evaluating
*	Client requested revised timing
*	Client not responding

If:

*	Client ready → Status = QUOTE_REOPENED
*	Client still evaluating → Allow one additional follow-up in 7 days
*	No response → Archive after 2 attempts

Maximum attempts: 2 structured follow-ups.



8. Business Objective

This flow must:

*	Convert confusion into clarity
*	Position Licentia as expert guide
*	Avoid overwhelming the client
*	Avoid technical jargon
*	Increase conversion rate

This category has the highest recovery potential when handled
professionally.

Email 8
Title: Quotation 8: Decline Logiz - Automatic Response

G) DECLINE REASON = “OTHER”



1. Trigger

When the client selects:

Decline Reason → Other

The system must immediately:

*	Display required free-text field
*	Prevent submission until text is completed
*	Enforce minimum character count (e.g., 10 characters)
*	Update status to:
QUOTE_DECLINED_FOLLOW_UP_PENDING (timestamped + audit log)
*	Prevent:

*	Info Gate access
*	Mandate generation
*	Invoice generation



2. Required Client Input

Field label:

“Please briefly explain your reason:”

Rules:

*	Required field
*	Minimum 10 characters
*	Maximum 300 characters
*	No special formatting allowed

Store as:

decline_reason_other_text



3. Client-Facing Automated Message (Locked Text - Not Editable)

After submission, the system must display and send:

“Thank you for your feedback. We appreciate you taking the time to share
your reason.

A Licentia consultant will review your message and contact you if
clarification or assistance may be helpful.

We remain available should you wish to proceed in future.”

This wording must remain locked and not editable by franchisees.



4. System Actions

System must:

*	Create task:
TASK_MANUAL_REVIEW_REQUIRED
*	Priority: HIGH
*	Assigned to: Franchisee
*	Notify franchisee immediately (Dashboard + Email/WhatsApp)
*	Attach:

*	Free-text response
*	Quote reference number
*	Client contact details

Status remains:
QUOTE_DECLINED_FOLLOW_UP_PENDING



5. Franchisee Follow-Up Rules

Franchisee must review reason and select outcome:

*	Client contacted and resolved
*	Client not proceeding
*	Client scheduled for follow-up
*	No response after attempt

Maximum follow-up attempts: 2

If:

*	Resolved and proceeding → Status = QUOTE_REOPENED
*	Confirmed not proceeding → Status = QUOTE_ARCHIVED
*	No response after 2 attempts → Status = QUOTE_ARCHIVED



6. Business Objective

This category must:

*	Capture unexpected objections
*	Prevent loss of unclassified revenue
*	Allow manual intervention
*	Maintain structured follow-up
*	Prevent silent quote loss