Email template
Document rejection email
A rejection is not a complaint. It is a specific request for one better file. The email should say which item needs a new upload, what was wrong and what to send instead, and it should confirm that the rest of the checklist is accepted.
When to use it
Send this after the review finds a file that is unreadable, incomplete, for the wrong period or for the wrong account.
One item needs a new upload: {{item_name}}
Hi {{client_name}},
Thank you for sending the checklist. Most of it is accepted, but one item needs a new upload:
{{item_name}}
What we received: {{issue}}
What we need: {{what_to_send}}
You can upload the new file here: {{checklist_link}}
The rest of the checklist is accepted, so you only need to replace this item.
Thank you, {{firm_name}}
Replace the placeholders in braces with the client's details. Keep the client's tax ID or account number out of the email.
Notes before you send
- Send back one item, not the whole checklist.
- Say what was wrong in plain words, such as a missing page or the wrong month.
- Say exactly what to send instead.
- Confirm that the rest of the checklist is accepted.
Questions about this template
Why would a firm send back a document?
A document may be unreadable, incomplete, for the wrong period or for the wrong account. Sending it back is better than accepting a file the firm cannot use.
Does a rejection reopen the whole checklist?
No. The rejection should apply to one item. The client replaces that item and the rest stays accepted.
What if the client sends the same file again?
Respond with the specific problem, such as a missing page or a blurry photo, and offer to look at a different format if the client cannot produce a better copy.
How quickly should the client replace the file?
By the original due date if possible. If the item is blocking a filing, say so in the email and give a specific date.