Documents a borrower uploads are routed into an Encompass eFolder bucket by rules keyed to the task and document type. When a document seems to be missing, it is usually in a different bucket rather than lost.
Where to look first
- Borrower Portal Document Vault. This is where anything uploaded to the general documents area lands, rather than against a specific task.
- Processing Required, or a similarly named processing bucket. Documents routed for review sit here.
- The bucket your own routing rules point that document type at. These rules are configured per client, so your administrator can tell you where a given task type is meant to land.
Reading the notification
An upload alert that names no document is the tell: that means the borrower used the Document Vault. An alert for a document uploaded against a task will identify it. If the link in an alert does not open the loan, go to the file directly rather than assuming the upload failed.
Telling borrowers where to upload
Ask borrowers to upload against the specific task they were given rather than into the general documents area. It is the single change that keeps documents landing where your processors expect them.
The other two reasons a document has not arrived
- The Encompass file is open. Uploads cannot land while someone is in the file. The system retries on its own every ten minutes, so the usual advice is to get out of the file and wait rather than to force a sync.
- The file type is not supported. The borrower will have seen an error; ask what they tried to upload.