Sending back for changes

When a client's reply is missing something, or a document is not the one you needed, you can send it back to them. They reopen the same link, see only what is still needed, and send the rest. Everything they already sent is kept. It replaces the email you would otherwise write, and it keeps the whole exchange on the record.

Decide what to ask for#

Cartenda asks your client for whatever is still needed on the request's checklist. Something counts as still needed when:

• it was required and never arrived; or
• you marked a document with Ask for it again and gave a reason. See Reviewing a submission.

A question that took several documents is asked for again when you send back any one of them, even though the others still stand. Your client is shown the question with your reason, or each reason if you sent back more than one. It stops being asked for once they add a newer document for it.

An optional question your client left blank is not still needed, because leaving it blank was allowed. It is offered in the list unticked, so you can still ask for it.

It also asks for anything your client's record says should be there and is not. Say you have an account on file, and this reply has no statement for it, or only one too old to go by. The client is asked for a recent statement, or to say the account has closed. These appear under Needs attention on the submission. Anything you marked Not needed there is left out.

Before sending back, tidy the checklist under What you asked for. The request and what came back share one page, so the checklist is beside the documents.

• Open the ⋯ menu on an item and choose Not needed, with a reason, if you no longer want it.
• If your client said they cannot provide something, choose Ask for it anyway from the same menu to put it back on the list, or Not needed to accept that.
• Put back on the list, in the same menu, reverses Not needed.

Send it back#

1. On the request's page, find What you asked for.
2. Press the button that reads Ask for 2 more, or however many items are still needed. If the only things left are optional questions your client left blank, it reads Ask for more.
3. If several people answer the request, choose whose part goes back under Whose part goes back. Only their part opens again, at their own link, and only their questions are listed. Everybody else's part stays as they sent it. If your client answered that person's part for them, it goes back to your client instead, at your client's link, since they're the one who answered it. A part a member of your firm filled in for someone isn't listed: it was your firm's answer, so there is nobody to send it back to.
4. Check the list under They will be asked for. Everything still needed starts ticked. Untick anything you do not want to ask for now, or tick an optional question to ask for it. What is ticked is exactly what your client will see.
5. Optionally, add a message under Anything to add (optional). If your firm has Ask about this reply, it can draft this message for you: press Use in Ask for more under its draft, and this box opens with the draft in it for you to edit.
6. If the link has expired, enter how many days the new link should last.
7. Press Ask for these.

Any member can do this.

What your client receives#

An email headed "[Your firm] needs a few more documents". It thanks them for what they sent, lists each item you ticked, and includes the reason you gave for any document you asked for again. It includes your message, and tells them everything else they sent has been kept. If they were reached by text, they get a short text listing what is needed, with the link.

When they open the link, the same list is at the top of the page, and their earlier answers and documents are there. A reminder lists only what they still have not sent. They add what is missing and send it again. If the form asks for a signature, they sign again when they return it, because what they are signing has changed.

While it is with the client#

The submission shows Asked for more, in the Requests list and on the page, under Waiting on client. The line of steps at the top of the request's page adds two of its own, Sent back and Returned. Returned stays empty until they send it again, and Reviewed and Done wait behind it, so the request does not look further along than it is. You keep seeing exactly what they sent. Anything they change or add while it is with them stays with them until they send it again, so you never read half-finished changes. You cannot accept or ask again for documents while it is with them. That way your verdict does not land while they are replacing a document. You can still Mark complete if you decide you no longer need anything. Anything they had changed but not sent is then discarded, the checklist goes back to counting only what they sent, and a client who still has the page open is told the request is finished.

Documents you already have stay put while it is with them. Your client can add documents, but not remove ones you received. To have one taken out, they need to ask you.

Sending back gives the request a fresh set of three reminders, so automatic reminders can chase the new ask. See Reminders and expiry.

The message is sent in the background, and tried again for a while if email or texts are down. If it still could not be sent, nothing changes: the submission stays as it was, none of your three asks is used, and the request's page records Asking the client for more failed with the reason, so you can try again or call.

When your client sends it again, it returns to Needs you for review.

Limits#

• You can send one request back three times. After that, Cartenda asks you to contact the client directly.
• There has to be at least one item still needed, or an optional question left blank. The button does not appear otherwise.
• A reply that came through an open link cannot be sent back, because there is nobody named to send it to. Contact the person directly.
• A canceled request cannot be reopened. Send a new request instead.
• The form has to be open to clients, and Cartenda has to be able to reach the client by email or text.

Asking about an answer#

Sending back asks for items that are still needed. It cannot mark a question's answer as wrong. To ask about an answer, write in the Conversation card, type # to name that item, and leave Keep this internal unticked. Your client receives your message by email. If you are also sending other items back, you can mention the answer in Anything to add (optional). They can change any answer before they send it again.