When we need to collect additional information to process a report AND your account is enabled to have you/your admins provide the information, the emailed request will go directly to an admin rather than the candidate.
This gives your admins the opportunity to provide the requested info on behalf of the candidate, which we’ll go into more detail about below. If you haven’t enabled this feature, you’ll have the default behavior where we send the info request to the candidate.
This feature needs to be enabled for your account. If you're interested in adding this, message our support team directly using the chat icon in the bottom right-hand corner of this screen.
Info Request has been sent
Once we’ve sent an info request to your admins, the status of the report will update to INFO REQUESTED. These reports are considered “Paused” because our compliance team cannot continue to process them until we receive the requested info. You can respond to and check the progress of an info request by opening the report and referencing the Info Request section.
While we’re waiting for a response, the info request will be in PENDING status. The orange box will list out the requested information, as well as the due date.
Providing the Requested Information
If you have the requested info about the candidate, you can provide it using the purple PROVIDE INFO button.
Alternatively, if you don’t have the requested info (e.g. in some cases a wet signature from your candidate is required), you can ask your candidate to provide it themselves from their Yardstik profile (we give you a link to make this easy).
Note that if the requested information is not provided by your account admin or the candidate within 14 days, the info request will expire and we will cancel the report.
Information Provided and Statuses
Processing
Once you or the candidate respond by providing the requested information, the info request will be in PROCESSING status.
This indicates the update/upload was successful and now our compliance team will review the new information and attempt to process the report
"Provided On" is the date the information was provided from the Yardstik admin or the candidate
“Provided By” will indicate the admin or candidate that provided the information
Closed, Info Provided
If all goes well and we are able to use the new information to process the report, our compliance team will update the info request to CLOSED with a sub-status of INFO PROVIDED.
The report status will also update and will no longer be INFO REQUESTED.
"Closed On" date will display the date our compliance team reviewed the information provided and closed the info request.
Unable to Process
If for any reason we still cannot process the report using the new information, our compliance team will mark the info request UNABLE TO PROCESS and send a new notification to your admins, asking them to reach out to our support team for more personalized assistance. If no one responds within 14 days, the info request will expire and we will cancel the report.
Closed, Info Insufficient
If you see a status of CLOSED with a sub-status of INFO INSUFFICIENT, it means we have closed out the request that we were UNABLE TO PROCESS. If an admin contacted support and got additional help, we will open a new info request to allow them to try again. You’ll see a new Info Request section appear where you can monitor the new info request.
"Closed On" date will display the date our compliance team reviewed the information provided and closed the info request.
Closed, No Reponse
If you see a status of CLOSED with a sub-status of NO RESPONSE, it means that no one responded to the info request. This will result in the report being canceled, and will be reflected in the "Closed On" date field.
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.
If you have any questions, please message our support team directly using the chat icon in the bottom right-hand corner of this screen.