Use this guide to review documents your client has uploaded through the Client Portal, approve them into the opportunity, or reject them with feedback so the client can resubmit. Everything stays inside the secure portal workflow, so you do not need to chase corrections over email.
Before you start
Make sure you have already sent a document request to your client via the Client Portal. This article picks up from the point where your client has uploaded their documents and the request is ready for your review.
Opening the document review
When your client submits their documents, the documents appear in the Review Returned Docs section of the relevant Client Portal request. Open the request to begin reviewing.
The review screen has two panels:
Left panel: documents grouped into accordions by requestee (one accordion per applicant, guarantor or other contact)
Right panel: the document preview
Each accordion shows the document card name, the card status, and the individual documents uploaded by the client. Each document has preview, approve, and reject buttons.
Tip: If an accordion only has one document, opening the accordion will load the preview automatically. If there are multiple documents, click the preview icon next to the document you want to view.
Approving a document
When the document is correct and you want to add it to the opportunity:
Click Approve next to the document.
A modal opens asking you to confirm the file name. Choose one of:
Rename the document as the name of the doc card
Rename the document as the name of the document uploaded by the client
Rename the document with a custom file name (a File Name input will appear)
Confirm the name.
The document is added to the Attachments section of the opportunity using the file name you selected. A download button appears next to the preview button so you can pull a copy down at any time.
Rejecting a document
If a document is incorrect, illegible, expired, or incomplete:
Click Reject next to the document.
A rejection reason modal opens. Enter the reason the document is being rejected. This is mandatory and capped at 256 characters.
Confirm the rejection.
The rejection reason is displayed below the document in the doc card so you can see it at a glance. It will also be visible to the client in the Client Portal once you notify them.
Important: Rejection reasons are sent to the client. Keep the wording clear, specific, and professional so the client knows exactly what to provide.
Undoing an approve or reject
If you change your mind, click the revert button against the document. This undoes the approve or reject and returns the document to its previous state, ready for you to action again.
Notifying your client when documents are rejected
Rejecting a document does not automatically notify your client. You send the notification when you have finished reviewing the request.
When at least one document has been rejected, an alert appears at the top of the left panel:
"Some documents were rejected and need the client's attention. Send a notification so they can update their documents."
The alert includes a notification link. To send the notification:
Click the send notification link in the alert.
The email modal opens with the Client Portal Document Rejection master template loaded by default.
Subject: Updated documents are required
Body: addresses the client by first name, tells them updates are required, and provides their Client Portal link
Edit the email if you need to add anything specific.
Send.
The request status changes back to Client In Progress so you can see it is waiting on the client again.
Note: The Client Portal Document Rejection email template can be customised in Admin > CRM Settings > Email templates if you want to set a different default for your business.
Tracking document and request status
The doc card status updates automatically as you and your client work through the documents. The same statuses appear on both your side and your client's side, using slightly different labels.
What you see (Review Returned Docs)
At the accordion (doc card) level:
No documents uploaded — the client has not uploaded anything against this card yet
Ready for review — at least one document is waiting for you to review
Approved — all documents on the card have been approved
Rejected — no documents are pending review and at least one has been rejected
At the document level:
Approved
Rejected
What your client sees (Client Portal)
At the accordion level:
No documents uploaded
Under Review
Approved
Updates required
At the document level:
Approved
Update required
Rejected documents display the rejection reason directly below them in the client's view.
What happens after the client resubmits
Once the client uploads updated documents through the Client Portal, the request moves back to Ready for review in the Doc Centre. Open the request and work through the same approve and reject steps for the resubmitted documents.
The client can keep accessing the Client Portal between submissions until you close the request. They will see a read-only view of what they have already provided, and an editable view for any documents you have flagged as needing updates.
Closing the request
When all documents have been approved and you no longer need the client to access the portal, close the request. Closing the request revokes the client's access to the Client Portal.
Important: Once closed, the client can no longer access the Client Portal for this request. Make sure you have everything you need before closing.
Need help?
If you need help reviewing or actioning documents in the Client Portal, contact your Partnership Manager or email [email protected].