Document Requests

What a document request is

A document request is a checklist of items you want from a client, for example PAN card, bank statement or Form 16. The client sees it in their portal and uploads a file against each item. You review each upload and mark the item received. Open the list from Practice Tools → Doc requests.

Create a request from the Doc requests page

• Click 'New request'.
• Pick the Client. The picker lists contacts and companies (up to the first 100 of each); for anyone else, request from their engagement instead.
• Enter a Title, for example 'Documents for ITR FY2025-26', and an optional Due date.
• Under 'Documents to collect', type each item and use '+ Add document' for more. At least one is required.
• Click 'Create request'. It is open straight away, so the client can see it in their portal.

Request from an engagement

On an engagement, click 'Request documents'. The list is prefilled from the engagement's document checklist. Edit the Request title, the documents (one per line) and the Due date, then click 'Send request'. The client is notified by email and WhatsApp where those details are on file, and the request appears on their portal.

Draft requests

Some requests are prepared automatically, for example by the engagement acceptance workflow, and wait as drafts. A draft shows 'Draft — not sent. The client cannot see this yet.' and no reminders go out. Click 'Send to client' and confirm to publish it.

Review what the client uploads

• An item the client uploaded shows 'Uploaded — needs review' and is highlighted.
• Accept moves it to received. Reject sends it back to pending, for when it is not what you asked for.
• 'Mark received' is for documents you obtained another way. 'Undo' returns a received item to pending.
• Waive marks an item as not needed.
• When every item is received or waived, the request completes automatically. Item decisions also update the engagement's document checklist.

What the client sees

In the portal, the Documents requested page lists each request with its items as Pending, Submitted — under review, Received or Waived, and an Upload button on pending items. Clients can also use 'Send us a document' for something you did not ask for; it reaches your firm for review and is never accepted automatically.

Permissions and common problems

• Document requests follow your role's permission for Client Document Requests (see Custom Roles).
• The client says they cannot see a request: check it is not still a draft.
• The client cannot upload: they must be signed in to the portal with portal access.