Owners and administrators can use the organization-wide Requests page. Group Managers handle requests from their assigned group pages.
Open requests
Click Requests in the sidebar. The page opens to Needs follow-up by default. This view focuses on active requests that have not been completed, canceled, or expired.Find the requests that need attention
Use the status filters at the top of the page to narrow the list.
You can also search by person name, person email, or document name.
Read the request list
Each row shows:- Person — who received the request.
- Document — which document they were asked to complete.
- Status — whether the request was sent, viewed, completed, canceled, expired, or could not be delivered. Delivery problems appear as Bounced, Delivery failed, or Complained.
- Requested — when the request was created.
- Last reminded — when the most recent reminder was sent, if any.
Follow up on a request
For active requests, click Nudge to send a reminder email. The reminder uses the same personal link from the original request. It does not create a new request. Use Activity to review what happened for a request. The activity timeline shows events such as when the request was sent, viewed, reminded, completed, canceled, expired, or could not be delivered.Fix a delivery failure
When a request email bounces, fails to send, or is marked as spam, ClearPolicy flags that request for delivery follow-up and shows it in the Failures tab. ClearPolicy pauses reminders for that request until you take action. Other open requests for the same person are not affected. You can still send reminders for requests that delivered successfully. Open requests keep the recipient name and email from when the request was sent. Updating the person’s profile does not change requests that are already out.1
Open the affected request
Open Requests and click Failures, or open the person’s profile and use View requests on the delivery follow-up alert.
2
Review what happened
Click Review on the request row to see the email address, delivery status, error details, and when the problem occurred.
3
Choose how to follow up
In the review dialog, choose one option:
- Email is correct — try again sends a new reminder to the same address on that request. Use this when the address is right and the failure may have been temporary.
- Update email address opens the person’s Settings tab if you need to correct their email.
4
Resend after updating the email
If you changed the person’s email and it no longer matches the address on the failed request, click Cancel and resend. ClearPolicy cancels the failed request and sends a new one using the person’s current details.
A delivery problem does not always mean the email address is wrong. Temporary mail server issues can cause a bounce even when the address is correct.
Follow up on a group of requests
Click Nudge on the Requests page to send reminder emails for a group of open requests. Choose a scope from the menu:
Use search first if you want to narrow who receives the reminder. The confirm dialog shows how many requests will be reminded and notes when search is active.
The scope you choose is separate from the status filter tab you are viewing. Requests that need delivery follow-up are not included. If one person has multiple matching requests, ClearPolicy groups them into one reminder email when possible.
Send a new request
Click Send Request from the Requests page when you know which document and people need a new request. You can still send requests from a document, a person profile, or a group. Use the Requests page when you are already reviewing follow-up work and want to send another request without leaving the queue.Close a request that should not be completed
Open the row actions menu to cancel or expire an active request.- Cancel Request closes a request your team no longer wants the person to complete.
- Expire Request closes a request immediately when it should no longer be available.
Record paper on file
When someone cannot complete a request online, you can still keep status and evidence in ClearPolicy. Electronic completion remains the default path. Use paper on file when wet ink, accessibility, preference, or another practical reason means the person will not finish through their link. Anyone who can act on requests (nudge, cancel, expire) can record paper on file. No special permission is required.Before you start
- The request must still be pending — not completed, canceled, or expired.
- You need a PDF or image of the signed paper copy. ClearPolicy requires a file upload; you cannot complete paper on file with a note alone.
- The person should have actually signed or acknowledged the paper copy of the document for this request.
Record paper on a pending request
1
Find the pending request
Open Requests, a person’s Requests tab, or the document Compliance tab. Locate the open request for that person and document.
2
Open Record Paper Signature
Open the row actions menu and click Record Paper Signature.
3
Upload the signed paper copy
Choose a PDF or image of the signed paper copy. Confirm that you obtained a wet-ink signature (or paper acknowledgment) from the person on a paper copy of this document.
4
Submit
Submit the form. ClearPolicy marks the request complete, updates compliance for that document revision, and stops reminders for the request.
Paper on file is not an electronic signature. ClearPolicy does not create an electronic attestation certificate for paper completions. Prefer electronic completion when the person can finish online. Learn more in how attestations work.
Download completed documents
How you download depends on how the request was completed.
Use these downloads when you need a record for your files, an audit, or an internal review.