Documents and Compliance

When To Use This#

Use this page when an article discusses uploaded files, document requests, staff review, compliance state, or dog readiness.

Document Lifecycle#

• Customers upload documents from the portal when the app asks for them.
• Staff reviews documents from the business app when the review action is available.
• A document can be required, pending, approved, rejected, expired, or missing according to the visible status shown in the app.
• Document state can affect onboarding, dog readiness, and booking eligibility.
• Document requirements can be household-level or dog-level. Articles should tell readers to use the row, dog, or family context shown on the page.

Customer View#

• Customers should use the Documents page, Onboarding page, or dog profile area when the portal asks for a document.
• If a document is rejected, customers should read the visible note and upload a corrected file only when the upload action is shown.
• Customers should contact the business when they are unsure what document is required or why a dog is still blocked.

Staff View#

• Staff should use the Documents page to review document queues, status cards, family context, dog context, and follow-up needs.
• If review actions are missing, first confirm the selected document is in a reviewable state. If the action should be available, an owner or admin can review staff access on the Access page.

Review Language#

Use careful, factual language:

• Say "may need staff review" when review timing is not guaranteed.
• Say "read the visible note" for rejection reasons.
• Say "upload a corrected file" only when the upload action is shown.
• Do not give legal, veterinary, insurance, or compliance advice.
• Do not state retention, medical, vaccine, waiver, or eligibility policy beyond what has been approved.

Policy Boundaries#

Document types, review timelines, medical or vaccine requirements, legal eligibility, waiver requirements, retention, and care availability are business policy. Support articles should describe visible document states and actions without defining those policies.

Troubleshooting#

• If upload fails, check that the file matches the visible requirements.
• If a document is rejected, use the visible rejection note to decide what to upload next.
• If a dog remains blocked, check for missing, expired, pending, or rejected documents.
• If staff cannot approve or reject, confirm the document state and ask an owner or admin to review staff access on the Access page.