Missing Document Follow-Up Sequence

Purpose: a ready-to-use sequence of calls, voicemails, texts and emails that gets missing documents in, politely and without pressure.

When to use: any file in "Docs Pending" where the merchant has not uploaded everything by the promised time.

Goal of the call: one outcome per touch: the merchant uploads the next missing item, or tells us honestly they want to pause.

Version: v1.0

Before you start the sequence

Check the vault: what exactly is uploaded, and what exactly is missing
Write the missing list in plain words (for example: "September statement pages 3 and 4, back of driver's license")
Confirm consent for each channel you plan to use
Confirm the merchant's local time and calling window
Check the CRM for any request to pause or stop

Never do this: no false urgency ("your approval expires tonight"), no hint of approval ("just one more document and you're funded"), no contact outside allowed hours, and no more call attempts than your campaign allows. If the merchant opts out of a channel, the sequence continues only on channels they still allow, or stops.

The sequence at a glance

Touch	When (merchant's local time)	Channel	Who
1	2 hours after the promised time	Text (or email if no text consent)	Document Chaser
2	Late afternoon, same day	Call, voicemail if no answer	Document Chaser
3	Next morning, early in their business day	Text or email	Document Chaser
4	Day 2, midday	Call, then email with the list	Document Chaser
5	Day 3	Call	Lead Qualifier (the person they first trusted)
6	Day 5	Email	Renewal and Follow-Up Rep
7	Day 10	Closing email	Renewal and Follow-Up Rep
After	Monthly	Nurture	Renewal and Follow-Up Rep

If the merchant uploads something at any point, stop, thank them, and restart from Touch 1 with the new, shorter missing list.

The touches

Touch 1: friendly reminder (text)

Hi (MERCHANT FIRST NAME), (YOUR NAME) at (COMPANY NAME). Just checking in on your (PRODUCT) file. Still needed: (MISSING LIST). Upload here: (SECURE LINK). Reply STOP to opt out.

Why it works: the exact list and the link in one short message means the merchant can finish in minutes.

Touch 2: call

You: Hi (MERCHANT NAME), it's (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. I'm calling about your (PRODUCT) file. We're very close. We just need (MISSING LIST). Is anything making those hard to get? I'm happy to help.

If they say "I've been busy"

You: Completely understand. Would it help if I stayed on the line while you download them? Many owners find it takes five minutes once someone walks them through it.

If they say "I can't find the September statement"

You: No problem. Some banks only post a statement a few days after the month ends. Could you check the statements section again, or call your bank and ask for a PDF? If it's still not there, let me know and I'll ask the team how to handle it.

If they say "I changed my mind" or "I'm not interested anymore"

You: Thank you for telling me. Can I ask what changed? (Listen.) That's completely fine. I'll pause your file. Would you like us to check in later, or would you prefer we close it?

Record their answer and follow it exactly.

If they say "I'll send it when you tell me the rate"

You: I understand wanting to know the cost first. The honest answer is that nobody can give you real numbers until a funder sees the full file. Once it's complete, any offer you get comes in writing with the full cost, and you're free to say no.

Voicemail (if no answer):

Hi (MERCHANT NAME), this is (YOUR NAME) with (COMPANY NAME), calling about your (PRODUCT) file. We still need (SHORT MISSING LIST). I've sent the secure link again by (TEXT OR EMAIL). You can reach me at (COMPANY PHONE). Thank you.

Touch 3: next morning (text or email)

Good morning (MERCHANT FIRST NAME), (YOUR NAME) at (COMPANY NAME). Your file is waiting on (MISSING LIST). If it's easier, I can call and walk you through downloading them. Link: (SECURE LINK). Reply STOP to opt out.

Touch 4: Day 2 call and email

Call using the Touch 2 script. Then send:

Subject: Your (PRODUCT) file: what's still needed Hi (MERCHANT NAME), Here is where your file stands: Received: (RECEIVED LIST) Still needed: (MISSING LIST) Secure upload link: (SECURE LINK) If something is hard to find, reply and tell me which item. I'll help. Thank you, (YOUR NAME), (COMPANY NAME) · (COMPANY PHONE) · (COMPANY ADDRESS) To stop receiving emails from us, reply "unsubscribe".

Why it works: showing what is already received makes the merchant feel progress, and people like to finish what they started.

Touch 5: Day 3, Lead Qualifier call

You: Hi (MERCHANT NAME), it's (QUALIFIER NAME) from (COMPANY NAME). We spoke a few days ago about (USE OF FUNDS). I wanted to check in personally. Is the funding still something you need, or has something changed?

If they say "Yes, I still need it"

You: Good. What's the hardest part of getting the documents together? Let's solve that together now.

If they say "I got funding somewhere else"

You: I'm glad you found what you needed. I'll close your file with us. Would it be OK to check in down the road in case anything changes?

If yes, nurture. If no, close and remove from marketing.

Touch 6: Day 5 email

Subject: Should we keep your file open? Hi (MERCHANT NAME), We haven't been able to complete your (PRODUCT) file, and I don't want to keep reminding you if the timing isn't right. If you still want to move forward, the only items left are: (MISSING LIST). Upload here: (SECURE LINK). If now is not the right time, just reply "later" and I'll check in when it suits you. Thank you, (YOUR NAME), (COMPANY NAME) To stop receiving emails from us, reply "unsubscribe".

Touch 7: Day 10 closing email

Subject: Closing your file for now Hi (MERCHANT NAME), Since we haven't heard back, I'm closing your (PRODUCT) file for now. Nothing has been sent to any funder. If you'd like to restart at any time, reply to this email or call (COMPANY PHONE), and we'll pick up where we left off. Wishing you and (BUSINESS NAME) all the best, (YOUR NAME), (COMPANY NAME) To stop receiving emails from us, reply "unsubscribe".

Why it works: an honest close respects the merchant and often brings a reply. It contains no fake deadline and no guilt.

Coach's note: never send the same words twice. Each touch in this sequence has a different job: remind, help, show progress, check the need, offer a pause, close politely. If you only copy and paste "just following up", merchants stop reading.

Objections

They say	Go to
"Stop texting me"	Honor immediately. Compliance page, Opt-outs
"I don't trust uploading my statements"	Objection Handbook: Privacy
"Why do you need this month too?"	Objection Handbook: Documents
"Tell me the rate first"	Objection Handbook: Pricing and rates

After each touch

DOCS FOLLOW-UP · Touch (NUMBER) · (DATE TIME) · (YOUR NAME) Channel: (CHANNEL) · Result: (REACHED, VOICEMAIL, NO ANSWER, REPLIED) Still missing: (LIST) Merchant said: (THEIR WORDS, IF REACHED) Next: Touch (NUMBER) at (DATE TIME), or (PAUSED, CLOSED, OPTED OUT)

Check yourself

What restarts the sequence from Touch 1?
Who makes the Day 3 call, and why?
What does the Day 10 email promise, and what does it never say?
A merchant replies "later" to Touch 6. What do you do?
Why must each touch use different words?