Identify the case. The Visa monitoring agent confirms that the EP is genuinely expired and that the holder did not complete residence stamping. If the EP has already been cancelled in the system, the process ends here (no further action needed).

Apply the cancellation tags. The visa monitoring agent opens the visa application in Zoho CRM and adds the tags "IFZA Evisa Cancellation" and "Expired EP" to the visa record. These tags are what the Liquidation flow later looks for. 

Update Application Status field of the visa application record in Zoho CRM. Change the Application Status to Expired.  

Update Current Application Status field in the visa record in Zoho CRM. Change the Current Application Status to Expired. This will make it easier to identify and will not free the visa quota of the company. 

Add the note to the visa application record in Zoho CRM. Add a note on the record reading: "Expired Entry Permit, IFZA initiated cancellation". This note is the human-readable trail that explains why the record was changed. 

Determine the issuing system. Check whether the e-visa was issued through Dynamics or through Salesforce — the next step depends on this. Observe the EVR field in the visa application in Zoho CRM. Dynamics applications start with EVR…. Salesforce applications start with DSO… 

If issued in Dynamics: create the corresponding ERP record in Dynamics system so this will be the EP cancellation record.

If issued in Salesforce: withdraw the application directly in Salesforce, this will change the status of the EP triggering the cancellation on the same EVR reference. (Only Team Leaders have access to withdraw applications in Salesforce).

Hand over to Finance. Once the system action is complete, the case moves to the Finance lane via the "To Payment".

Receive the case from Visa ("From Visa").

Make payment for the EP cancellation. Process the cancellation fee payment in the system.

Hand over to DSOA ("To DSOA"). DSOA will perform the Immigration-side actions and process refunds to IFZA.

Wait for the case to return from DSOA ("From DSOA" link).

Initiate the refund in Dynamics. Open the refund record so that the amount returned by DSOA can be reconciled.

Confirm the refund. Has the refund been received from DSOA?

If yes: the financial leg is complete. The case is closed (Refund completed end event).

If no: raise a query to DSOA using the "Questions DSO" send task. This passes the case to DSOA's Investigate Refund Issue via the "To DSOA" link.

When DSOA returns a result ("From DSOA" link), re-evaluate the Refund received? check. The loop continues until the refund is either confirmed received or formally rejected by DSO.

Receive the case from Finance ("From IFZA Finance" link).

Determine the issuing system (Dynamics or Salesforce) — same logic as the Visa lane, but for the Immigration-side action.

If Dynamics: initiate the withdraw in Dynamics.

If Salesforce: process the refund directly in Salesforce.

Submit the cancellation to Immigration (Send task). This is the formal handover of the cancellation request to the Federal Authority.

Deactivate the employee record in Salesforce or Dynamics once Immigration confirms cancellation.

Hand back to Finance ("To IFZA Finance" link) so Finance can initiate the refund if visa record was created in Dynamics.

Investigate the possible reasons for the refund not being granted.

Decision: was it an error?

If yes (an error caused the issue): process the refund and return the result to IFZA Finance via the "To IFZA Finance" link, and re-runs the refund credit note.

If no (the refund is genuinely not due): send a documented reason for rejection back to Finance using the Send task; the sub-process ends with the Refund rejected end event.

Receive the EP cancellation request.

Decision: has the visa record already been updated? If yes, the sub-process ends — there is nothing further to do. If no, continue.

Check the visa application to confirm the record state.

Remove the cancellation tags ("IFZA Evisa Cancellation" and "Expired EP") — they have served their purpose and they should not be there if the client has paid for the EP cancellation.

Change the Current Application Status to Cancelled. This will free up the visa quota of the company allowing them to utilize the quota to a different application if needed.

The cancellation document, must be available in Salesforce or Dynamics. Retrieve the document, upload in Zoho CRM.

Send the document to the client (Send task) to complete the request. The sub-process ends with the Cancellation complete message end event.

Check the company's visa records — every active or recently-active EP/RV record on file.

Include the EP Cancellation fees on the liquidation invoice for any record that carries the tags "IFZA Evisa Cancellation" or "Expired EP". These tags are the signal that the EP has been processed under this SOP and the fees are recoverable from the company at liquidation.