> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nextlevelmca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How do I request documents from a merchant?

> Ask the merchant for specific documents by text, email or link, track what's still outstanding, and resend or cancel a request.

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](/help/merchant-portal), and each item ticks off on the deal as it arrives. Anyone who can edit deals can send one.

## Send a request

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Send">
    Click **Send text** or **Send email**. The window confirms who it went to.
  </Step>
</Steps>

<Frame caption="Request documents: what is still outstanding at the top, what to ask for, and how to send it.">
  <img src="https://mintcdn.com/nextlevel-mca/zKDgELl8M8ulfBuT/images/deal-request-documents.png?fit=max&auto=format&n=zKDgELl8M8ulfBuT&q=85&s=32f263920930ccee3fa3bdbf1c585814" alt="Request documents: what is still outstanding at the top, what to ask for, and how to send it." width="1696" height="1032" data-path="images/deal-request-documents.png" />
</Frame>

## 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.

## 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](/help/merchant-portal#sending-the-link).

## Common problems

<AccordionGroup>
  <Accordion title="Send by email is greyed out">
    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](/help/email-senders).
  </Accordion>

  <Accordion title="I can't pick an owner for the text">
    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.
  </Accordion>

  <Accordion title="The merchant says the link doesn't work">
    Portal links last 24 hours. The expired page offers the merchant a fresh one, or you can send a new link yourself. The request stays open either way.
  </Accordion>
</AccordionGroup>

## Related

* [The merchant portal](/help/merchant-portal)
* [Uploading bank statements](/help/upload-statements)
* [Email vs texts](/help/email-vs-texts)


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