Review what clients send
Accept, waive, or return an upload — and why nothing files itself.
Client uploads don't file themselves. Everything arrives in a review queue first, and somebody decides where it goes.
That's deliberate. Automatic filing is fine right up to the moment a client uploads last year's return labelled as this year's, and it lands in a folder nobody opens again until the following March.
Where to find it
There's also a firm-wide review queue for everything awaiting a decision, regardless of client.
The three decisions
Accept — the document is what was asked for. The item is satisfied and the document is filed.
Waive — you no longer need it. The item closes without a document. Right for the schedule that turned out not to apply, so the request can complete instead of hanging on something nobody's going to send.
Return to client — it's wrong, unreadable, or incomplete. You enter a reason, and the item goes back to outstanding with your note attached.
Returning well
The return reason is the whole feature. It's what the client sees, and it's the difference between one more round trip and three.
Page 2 is missing gets you page 2. Incorrect gets you the same document again with a confused email attached.
Write it as an instruction rather than a verdict.
Working the queue
The queue shows what's waiting. When it's empty you'll see All caught up, and the uploads inbox shows Nothing to file when there's nothing pending.
Working it daily during season is worth the ten minutes. A request where four of five items are accepted looks nearly done to you and completely opaque to the client, who can only see that it's still open.
Quarantine
Uploads are scanned before anyone can open them. A file that fails is held in Quarantine and is never served — not to your team, not to the client.
Quarantined files show as Blocked — needs your decision with the verdict and the client it came from. Somebody has to make a call rather than the file quietly vanishing or quietly passing.
Most firms see an empty quarantine. When it isn't empty, that's the one queue worth looking at the same day.
Notes and limits
- Accepting a document files it. It doesn't notify the client on its own.
- Waiving closes the item permanently — reopening means adding it to the request again.
- Returning an item reopens it for the client, and the original upload is retained.
- A request completes when every required item is accepted or waived.