Document requests

Document requests are how Matter asks a customer or staff member for a specific document.

What a request contains

A request normally has:

• A title the customer can understand.
• A category such as Identity, Character, Financial capacity, Skills, or Family.
• A subject, such as primary applicant, sponsor, employer, or dependant.
• Instructions explaining what counts as acceptable evidence.
• Upload rules, including file count or allowed file types.
• A status showing where the request sits.

The request should be specific enough that the customer knows what to upload without calling the practice.

Request statuses

Use statuses to show the real state of the request:

• Waiting: the practice is waiting for the customer to upload or submit files.
• Pending review: files have been submitted and need staff review.
• Changes requested: the submitted files were not enough and the customer needs to act again.
• Complete: the request has been accepted.
• Not required: the request does not apply to this case.

Do not mark a request complete until the uploaded file is acceptable for the case.

Create a request

You can create a request from the case Requests section.

Use a request template from the request library when the request already exists. Edit the live request only where the case needs different wording, subject, category, file count, or instructions.

Review uploaded files

When the customer submits files, review them from the request.

Accept files when they satisfy the request. Ask for changes when the file is incomplete, wrong, unreadable, expired, or missing a required page.

When asking for changes, write the note in terms the customer can act on. Avoid internal shorthand.

Requests versus files

Requests answer what is still needed. Files answer what has already been uploaded or shared.

If a customer asks what to do next, look at Requests. If staff need to inspect the file set, look at Files.

Template requests

Case templates can add a starting set of requests. Treat that as a baseline, not a rule.

Remove requests that do not apply. Add missing requests. Adjust wording where the customer needs a clearer instruction for the actual matter.