Documents and Compliance

When To Use This#

Use this page to understand uploaded files, document requests, staff review, compliance state, and 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.
• Customers see document statuses like On file, Pending review, Expiring soon, Expired, or Missing. On the staff side a reviewed document is accepted or rejected. A document rejected by staff shows to the customer as Missing with a note, not as a "Rejected" status.
• Document state can affect onboarding, dog readiness, and booking eligibility.
• Document requirements can be household-level or dog-level. Use the row, dog, or family context shown on the page.

Customer View#

• Use the Documents page, Onboarding page, or dog profile area when the portal asks you for a document.
• When onboarding asks for a vaccination record, upload a clear photo or scan of the record. Hello Sniff reads the vaccine names and expiration dates from what you upload so staff can verify them, so you do not type those dates in by hand.
• If a document is rejected, read the visible note and upload a corrected file only when the upload action is shown.
• Contact the business when you are unsure what document is required or why a dog is still blocked.

Staff View#

• Use the Documents page to review document queues, status cards, family context, dog context, and follow-up needs.
• For onboarding vaccination records, Hello Sniff shows the vaccine names and expiration dates it read from the uploaded record so you can verify them against the file rather than relying on dates typed in by the family.
• 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#

Keep the following in mind:

• A document may need staff review, and review timing is not guaranteed.
• For rejection reasons, read the visible note.
• Upload a corrected file only when the upload action is shown.
• This page does not give legal, veterinary, insurance, or compliance advice.
• Retention, medical, vaccine, waiver, and eligibility policy are set by the business and are not defined here.

Policy Boundaries#

Document types, review timelines, medical or vaccine requirements, legal eligibility, waiver requirements, retention, and care availability are set by the business's policy. This page describes the 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.