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A document request asks the merchant for specific items, such as bank statements, a voided check or a driver’s license. They upload them through the merchant portal, and each item ticks off on the deal as it arrives. Anyone who can edit deals can send one.

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Send a request

1

Open Request documents

On the deal, click the Request docs button in the header (the upload arrow). You can also click Request from merchant on the Documents tab.
2

Choose what you need

Under What you need, tick each document, for example Bank Statements, Voided Check or Driver’s License. An item you’ve already asked for and haven’t received yet is marked already asked, so you don’t ask twice.
3

Choose how to send it

Under How to send it:
  • Copy link creates the request and puts the portal link on your clipboard, to paste anywhere. Create & copy link at the bottom does the same.
  • Send by text sends it through your CRM.
  • Send by email sends it from your connected mailbox.
4

Pick who gets it and check the message

For a text or email, pick the owner under Who gets it, then edit the message if you like.
  • The text already contains the link as {{link}}, which becomes the merchant’s portal link when it sends. Keep it in the message.
  • The email is built from your Document Request email template and lists the documents you picked. Choose the From mailbox and edit the subject and message.
The email goes out in your branded layout with your signature, and carries an Upload documents securely button with the merchant’s secure link. If your team’s template doesn’t have the button, it’s added at the end, so the link is never missing.
5

Send

Click Send text or Send email. The window confirms who it went to.
Request documents: what is still outstanding at the top, what to ask for, and how to send it.

Request documents: what is still outstanding at the top, what to ask for, and how to send it.

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Tracking what’s outstanding

Open requests show at the top of the Request documents window under Still waiting on: how many items are in (for example 1 of 3 received), how and when it was sent, and a pill for each item, ticked once received. While anything is outstanding:
  • the Request docs button in the deal header has a red dot, and its tooltip says how many documents you’re waiting on
  • the Documents tab shows Waiting on N documents under the request button
An item ticks off when:
  • the merchant uploads it in the portal against that item
  • the merchant replies to your request email with it attached, and the attachment is recognised as that document
  • for bank statements, the deal’s statement coverage is complete, or the merchant clicks That’s all of them in the portal
When every item is in, the request is complete and the red dot goes away. Documents that arrive land on the deal’s Documents tab.

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Resend or cancel a request

Each open request under Still waiting on has:
  • Resend, which emails a reminder for the items still outstanding. It only appears for requests sent by email, and needs a connected mailbox.
  • Cancel, which closes the request. Documents already received stay on the deal.
To chase a request you sent by text or link, send a new one or resend the portal link. See The merchant portal.

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Common problems

Email always goes from a mailbox your team connects, never through the CRM. Connect one under Settings → Senders. Texting and the link work without one. See Connecting a mailbox.
The owner needs a mobile number and a link to a CRM contact before you can text them. The window says which is missing. For email, the owner needs an email address.