What is an info request and why does it happen?
In the course of processing a report, we sometimes find that we need additional information about the candidate. This could be because
We received information that we’ve deemed to be inaccurate
We encountered a situation that requires additional consents to be signed
In these situations, we issue an “Info Request” to collect the information we need in order to continue processing the report. Info requests expire after 14 days of inactivity, at which point we will cancel the report, so it’s important that we receive a response in a timely manner.
Who receives info requests?
We offer two options:
By default, we email the info request to your candidate and they provide the information to us from their Yardstik profile. This requires no action on your part, and you can monitor progress from the Info Request card on the Report view.
Alternatively, you can opt to have us email the info request to your account admins instead (based on your account notification settings).
If you have the requested info, you can provide it on behalf of your candidate from the Report view (no action is required of your candidate).
Or if you don’t have the requested info, you can ask your candidate to provide it themselves from their Yardstik profile (we give you a link to make this easy). In this option, we do not send any communications to your candidate.
What type of information do you request?
This first three listed here are the most common, and additional items may be requested depending on the package type used for the background check.
Driver’s license number and/or a photo of the license
Social security number and/or a photo of the card
Date of birth
Professional License
Proof of Driving
Proof of Prior Employment
Proof of Motor Vehicle Insurance
Handwritten signature on Authorization and Disclosure (requires a wet signature)
GA Statewide (requires a wet signature)
VA Statewide (requires a wet signature)
PA MVR (requires a wet signature)
CPIC Consent (requires a wet signature)
Info Request Statuses
|
|
Pending | We’ve requested additional info in order to process this report. It will remain paused until either the candidate or an admin (depending on your account settings) provides the requested info OR the listed due date passes. |
Processing | We received the info we requested and our compliance team is reviewing it. No further action is needed at this time. |
Unable to Process | We reviewed the provided info and something is still amiss. To continue processing this report, please chat with us using the icon in the bottom right by the listed due date so we can help you sort things out. |
Expired | The info request was not resolved by the stated due date and we’ll need to cancel this report. |
Closed: Info Provided | We reviewed the provided info and it all looks good! The report will continue processing as usual. |
Closed: Info Insufficient | The provided info was insufficient to satisfy the info request. |
Closed: No Response | No information was ever provided in response to our info request. |
Info Request Properties
These are tracking elements within an info request that can help you identify the 'when' and the 'who' of the temporary information requested process.
Property Name | Info Request Properties Description |
Requested On | The date we opened the info request on the candidate's report and sent the email |
Provided On | The date the requested information was provided from the Yardstik admin or the candidate |
Provided By | The candidate or admin (depending on your account settings) that updated or uploaded the information |
Closed On | The date our compliance team reviewed the information provided and closed the info request.
When the info request is closed, the report will either continue to move along in the process or be Done |
Q&A
How can I tell if my account is set up for me to provide the information?
Open a candidate's report that is in INFO REQUESTED status and you'll see an Info Request section.
If the info request is in PENDING status and you see the purple PROVIDE INFO button, then your account is enabled for you to provide the requested information.
If the info request is in PENDING status and you do not see the purple PROVIDE INFO button, then the candidate must upload the requested information.
How can I tell if my candidate has provided the requested information?
If you're waiting on a candidate to provide the requested information from their profile, you will know that they have done so when the info request status updates from PENDING to PROCESSING. This indicates that our compliance team is attempting to process the report using the new information provided.
How can I speed up the info request process?
There are two Info Request statuses which indicate we are waiting for a response:
If you're waiting on your candidate, you may want to nudge them along and ask them to provide their info as soon as possible
If your account is set up for you to provide the info yourself, keep an eye on your email notifications and/or reports in INFO REQUESTED status and provide the info as soon as possible
Encourage your candidate to get in touch with Yardstik Support or chat with us personally. We want to help you get this resolved before the info request expires.
What if I don’t have the requested information to provide on behalf of my candidate?
If your account is set up to allow admins to provide info on behalf of candidates, we know that you're often in possession of the information we request.
But there may be times when we request a candidate's wet signature or other info that you can't provide. In these cases, copy the link we give you (find it in the email notification or the "Provide Info" form in the app) and paste that into a communication to your candidate. That link will take them to the report view in their Yarstik profile, where they can fill out the same "Provide Info" form
If you have any questions, please message our support team directly using the purple chat icon in the bottom right-hand corner of this screen.