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Request documents from a customer

This article applies to:CertCapture

Store customer records and compliance documents in CertCapture. When you need a compliance document from one customer, use CertCapture to send a single document requestHoverTT.png.

Before you begin

Document request subject lines and email templates can't be customized. Create custom cover letters to attach a customized PDF to your request.


  1. In CertCapture, search for the customer whose documents you need to request.
  2. Select the customer number.
    The customer Details page opens.
  3. Select Send Document Request.
    The Send Single Request page opens.
  4. Customize your request, using this table as a guide.
  5. Select Generate Request.
    • If you chose Download as the delivery method, look in your Download Center for a PDF of the request.
    • If you chose Email or Fax, the request is sent to your customer.

After you successfully request documents from customers, run reports to monitor your records for missing or invalid certificates.

Guidelines for document request fields

Field Description
Delivery Method

Download - When you complete the request, CertCapture creates a PDF of the cover letter and blank document templates. To download the PDF, go to Profile > Download Center. Find the request, and select Download. Print the PDF and mail it to your customer yourself.

Email - When you complete the request, CertCapture emails your cover letter and blank document templates to the email address you specify. If you choose Email as the delivery method, an Email Address field appears. Cover Letters are attached to emailed requests as a downloadable PDF. The default email template can't be customized.

Fax - When you complete the request, CertCapture faxes your cover letter and blank document templates to a fax number you choose. A Fax Number field appears if you pick Fax as the delivery method.

Cover Letter A cover letter explains what you need from your customer. CertCapture provides generic cover letters for sending requests when documents are missing, expired, or invalid. 

Create new cover letters and customize them with template tags.
Custom Message This text is added to your cover letter wherever you place the Custom_Message template tag
Return Date

When the document is due.

Set a default Return Date for all requests in your Company Settings.

Request specific exemption certificates

When this option is selected, you are prompted to request documents for specific exposure zones and exempt reasons.

Uncheck this option if you want to send an open-ended request, allowing your customer to provide any certificates that they have on file.

Location The associated Retail location. Only visible or required if you're using CertCapture for Retail.
Exposure Zones The jurisdictions where you need a document from your customer to cover audit exposure. What you choose here helps CertCapture know which blank documents to recommend for your customer.
Attach document(s) Select this if you want to include partially-completed PDF copies of the documents being requested.
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