Guide to requesting additional details on a case
Introduction
If additional information or documents are needed, an application can be pended by using the ‘Request More Information’ feature. Below are instructions on how to request more information from the applicant.
Cases can only be pended once all required fields are completed. Cases that are still in a status of ‘Onboarding’ cannot be pended. If a request has already been sent to the applicant and the applicant has not yet responded, the option to request more information will be temporarily unavailable.
Video Tutorial:
Step by Step Instructions:
- To request more information, click the paper airplane icon at the top-right.
- In the pop-up window, select whether the application needs to be updated, documents need to be uploaded, or both.
- Click Next.
- Select the portions of the application that need updating.
- Click Next
- Lastly, compose an email to the applicant by adding any additional instructions.
- Click Send Request
The application signer will receive an email with prompts to edit the portions of the application you selected and/or upload any documents.