What to do
- Say what arrived and what the replacement needs to show.
- Send the client to the exact item on their existing request.
- Review unclear files and exceptions before requesting another upload.
- Client document request email templates: 8 reminder emails
- Phone scanning instructions you can send to clients
- How to review client document uploads
Wrong period: give both date ranges
Check the date range printed on the document itself. Use the same account label or item name as the checklist so the client can find it. Where the file has several dates, say which one you need, such as the statement period.
Replacement needed for [account label] statement
Hi [first name], Thanks for the [account label] statement. The PDF covers [dates received]. We need the statement covering [dates required], with every page included. Please replace the file under [item name] by [deadline]: [upload link] The other items already accepted can stay as they are. Thanks, [your name]
Missing page: ask for the full signed copy
When the last page is missing, explain what belongs on it and ask for a complete PDF in the original order. If your firm can use a single missing page, say which page and how to submit it. For signed agreements, keep the signature with the version it belongs to.
Please send the complete signed [document name]
Hi [first name], We received pages [pages received] of [document name]. Please upload the complete signed PDF, including page [missing page] with the signature and date. Please check that all [page count] pages are present and in order. Replace [item name] here by [deadline]: [upload link] Thank you, [your name]
Unreadable scan: name the problem and offer a method
Tell the client where the file becomes unreadable. A glare patch on page two calls for a different fix from a scan with the right edge cut off. Offer the original PDF when it is available.
A clearer copy of [document name]
Hi [first name], Thanks for uploading [document name]. We cannot read [field or area] on page [page number] because [glare, blur or cropped edge]. If you have the original PDF, upload it under [item name]. If you are taking a photo, place the page flat, turn off the flash and keep all four corners in frame. Please replace it by [deadline]: [upload link] Thanks, [your name]
Check the current status before following up
Open the current request before sending the message. If a newer version has already arrived, review it first. In DocAsker, use the result on the item to distinguish a replacement from a file awaiting review.
If the original issuer cannot provide a different file, agree on a usable substitute with the reviewer and explain what the client should upload. If the link has expired, update its expiry and check that it works before following up.
