Document Review Problems

When To Use This#

Use this page to understand what to do when a document is missing, pending, rejected, expired, uploaded to the wrong place, or blocking onboarding, dog readiness, or booking.

Before You Start#

• Confirm the document belongs to the correct household, dog, or customer.
• This page does not provide legal, veterinary, insurance, or compliance advice.
• Share medical, vaccine, waiver, or identity details only when the business's approved support process asks for them.

Document State#

• Use the Documents page, Onboarding page, or dog profile area to find the visible document request or document item.
• Check the document state. Staff see accepted or rejected; customers see On file, Pending review, Expiring soon, Expired, or Missing. A staff rejection shows to the customer as Missing with a note. Also check whether the document is attached to the wrong dog or household.
• Read the visible note before asking the customer to upload a replacement.
• Recheck dog readiness or onboarding after the document state changes.

Customer Checks#

• Upload a file only when the upload action is shown.
• When you upload a vaccination record during onboarding, the app reads the vaccine names and expiration dates from the file so staff can verify them, so upload a clear, current copy.
• If a required document shows as Missing after you uploaded it, the last upload did not clear review — read the visible note to understand what needs to change.
• If a document is expired, upload a current version when the page asks for it.
• Contact the business when the requested document type, required date, or rejection reason is unclear.

Staff Checks#

• Use the Documents page to review queues, status cards, family context, dog context, and follow-up needs.
• Confirm the selected document is in a reviewable state before expecting Accept or Reject actions.
• For a vaccination record uploaded during onboarding, verify the vaccine names and expiration dates the app read from the file against the document itself before accepting.
• If review actions should be available but are missing, an owner or admin can review staff access on the Access page.
• Accept, reject, or interpret documents using only the information shown in the app or approved by the business.

What May Need Business Review#

Approved documents may clear blockers. Pending or rejected documents may continue to affect readiness until the business reviews the file, accepts a replacement, updates a requirement, or gives the customer direct guidance.

Policy Boundaries#

• Rely on the document status and staff note shown in the app unless the business has approved broader wording.
• Review timelines, acceptance outcomes, legal meaning, medical meaning, vaccine eligibility, insurance coverage, document retention, and care eligibility depend on the business's policy, so they aren't guaranteed here.
• Direct unresolved questions to the business's approved support process.

Troubleshooting#

• If upload is not available, confirm the request is still active.
• If a document is rejected, use the visible note to correct the file.
• If a document is expired, upload a current version when the action is shown.
• If staff review actions are missing, confirm the document state and ask an owner or admin to review access on the Access page.