Document Request: Call, Email and Text

Purpose: request the exact documents a file needs, in the channel the merchant prefers, in a way that is clear, secure and easy to act on.

When to use: the first document request after a handoff from the Lead Qualifier, and any time a product needs new items (for example, a stip from a funder).

Goal of the call: one outcome: the merchant knows exactly which documents to upload, how to upload them securely, and by when.

Version: v1.0

Before you contact

Handoff note read: product, what the merchant said they have, consent per channel
Document Checklists page open on the product
What is already uploaded checked, so you only ask for what is missing
Secure upload link ready
Merchant is inside their local calling or texting window

Coach's note: one clear list beats three messages. Before you send anything, write the full missing list once, in plain words, in the order the merchant will find them (bank first, then ID, then everything else).

Part A: The call

1. Opening

You: Hi (MERCHANT NAME), this is (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. I'm on the document team and I'm helping with your (PRODUCT) file. Do you have two minutes?

Why it works: you link yourself to the conversation they already had, so you are not a stranger.

If they say "I already talked to someone"

You: Yes, you spoke with (QUALIFIER NAME). I'm the next step. My job is to make sure your file is complete before it goes to funders, so there are no delays later.

2. The list

You: To complete your file, we need these items: You: One, your business bank statements for the last (NUMBER) months, plus this month so far. You: Two, a photo of your driver's license, front and back. You: Three, a voided business check, or a letter from your bank with the account number. You: (ANY PRODUCT-SPECIFIC ITEMS) You: I'll send this list in writing right after we hang up, so you don't have to remember it.

Why it works: numbered items are easy to follow on a phone call, and promising a written list removes pressure.

3. How to get the statements right

You: One important thing about the bank statements. They need to be the PDF versions you download from your bank's website or app, not photos or screenshots. Funders only accept the bank's own files. Usually you log in, go to "statements", and download each month. You: For this month so far, most banks let you download your recent activity or transaction history as a PDF.

If they say "I don't know how to download them"

You: That's fine, it's different for every bank. Which bank do you use? Most have a "statements" or "documents" section in the menu. If it's easier, you can also call your bank and ask them to email you the PDFs, then upload them through our link.

If your campaign uses a bank-verified connection, offer it here.

If they say "My bookkeeper has them"

You: Perfect. You're welcome to forward the secure upload link to your bookkeeper. Please don't have them email the files to us directly, just use the link.

4. Security and timing

You: Please upload everything through the secure link I'm sending, not by email or text. Your statements show account numbers, and we keep them out of regular email to protect you. You: When do you think you can upload them? Them: (TIME) You: Great. I'll check at (TIME). If anything is missing, I'll tell you exactly what.

5. Close

You: Thanks, (MERCHANT NAME). The list and link are on their way now. Have a good day.

Part B: The email

Send right after the call, or as the first touch if the merchant prefers email.

Subject: Your (PRODUCT) file: documents needed Hi (MERCHANT NAME), Thank you for your time today. To complete your file, please upload these items:

Business bank statements for (MONTHS), plus this month to date (PDFs downloaded from your bank, every page)
Driver's license, front and back
Voided business check or bank letter
(PRODUCT-SPECIFIC ITEMS) Secure upload link: (SECURE LINK) Please do not reply to this email with documents attached. The secure link keeps your information protected. Once everything is in, our team reviews your file before it goes to funders. If anything is missing, I will let you know exactly what. Thank you, (YOUR NAME) (COMPANY NAME) · (COMPANY PHONE) · (COMPANY ADDRESS) To stop receiving emails from us, reply "unsubscribe".

Part C: The text

Only for merchants with texting consent, inside texting hours. Keep it short.

Hi (MERCHANT FIRST NAME), it's (YOUR NAME) at (COMPANY NAME). To finish your (PRODUCT) file we need: (MONTHS) bank statements plus this month (bank PDFs), license front and back, voided check. Secure upload: (SECURE LINK). Reply STOP to opt out.

Never ask for documents to be sent by text reply.

Never do this: never ask for documents by personal email, messaging apps or text reply. Never send Social Security or account numbers in any message. Never promise a funding time ("upload today and you'll have money tomorrow").

Objections

They say	Go to
"Why do you need my bank statements?"	Objection Handbook: Privacy
"Can I just send screenshots?"	Objection Handbook: Documents
"I'll send them when I know the rate"	Objection Handbook: Pricing and rates
"Another company didn't need all this"	Objection Handbook: Documents

After the contact

DOCS REQUEST · (DATE TIME) · (YOUR NAME) · Channel: (CALL, EMAIL, TEXT) Requested: (EXACT LIST) Already received: (LIST OR NONE) Merchant's promised time: (DATE TIME) Next: check uploads at (DATE TIME), start missing-document sequence if needed

Set the lead to "Docs Pending" with a task at the promised time.

Check yourself

Why do you number the documents on a call?
What do you say if a merchant cannot find how to download statements?
What two things must every marketing text include?
A merchant replies to the email with statements attached. What do you do?
Why do we not ask for documents by text reply?