Document requests and collecting PBC items

Use Finye to request documents and PBC items from clients, track what is outstanding and chase the gaps without endless email back-and-forth.

Chasing source documents is one of the most time-consuming parts of practice work. A return or a BAS cannot start until the client provides their records, yet those records often arrive in dribs and drabs across email, text and the occasional shoebox. Finye's document and PBC (prepared by client) requests give you one structured place to ask for what you need, let clients upload it through the portal, and see at a glance what is still outstanding. This guide shows you how to set up a request, collect the items and follow up cleanly.

What a document request is for

A document request is a checklist of items you need from a client, tied to a piece of work. Think of the supporting records for an income tax return, the bank statements and reconciliations for a quarterly BAS, or the trust deed and member details for an SMSF. Each item on the request can be ticked off as the client uploads it, so both sides can see progress without anyone sending a status email.

Before you start, make sure the client and their primary contact exist in Finye and that the contact has portal access, so they can receive the request and upload securely.

Step 1: Create the request

Open the client record, or the work item the documents relate to, and choose to create a new document request.
Give the request a clear name the client will understand, such as "2025 income tax return - supporting documents" or "March quarter BAS records".
Link the request to the relevant work item where one exists. This keeps the request, the job and any comments together, so whoever picks up the file later has the full picture.
Set a due date that gives the client enough time but still protects your lodgment deadline. If the work is tied to an ATO date such as a BAS or income tax return, work backwards from it.

Step 2: Add the items you need

List each document or piece of information as a separate item, rather than lumping everything into one line. Granular items let the client tick off what they have done and let you see exactly what is missing.

Add one item per document, for example "PAYG payment summary / income statement", "Private health insurance statement", "Interest and dividend statements" or "Motor vehicle logbook".
Add a short instruction where an item needs explanation, such as the period a bank statement should cover or the format you prefer.
Mark items as required or optional where that distinction helps, so clients know what is essential to get started.

Reuse a standard list

Most practices ask for the same records every year. Build your request from a consistent checklist for each entity type and service, so an individual return, a company tax return and a quarterly BAS each have their own standard set of items. A consistent list means nothing is forgotten and new staff know exactly what good looks like.

Step 3: Send it to the client

Review the request and confirm the right contact is set to receive it.
Send the request. The client receives a notification and can open it in the client portal, where they see the checklist and a place to upload each item.
Clients upload documents directly against each item from the portal. There is no need for them to email attachments, and you avoid records sitting in a shared inbox.

Because uploads come through the portal, the files land against the client and the work item in Finye rather than in someone's personal email, which keeps your records together and supports your obligations around handling client data securely.

Step 4: Track what is outstanding

As the client uploads, each item updates so you can see what has arrived and what is still missing.

Open the request to see the checklist with completed and outstanding items clearly marked.
Review each uploaded document and confirm it is the right file and period before treating the item as done.
Use the linked work item to leave internal comments for your team, for example noting that one statement is for the wrong quarter and needs to be re-sent.

Step 5: Follow up the gaps

The value of a structured request is that chasing becomes specific instead of a vague "can you send your documents". When an item is overdue or still missing, you can follow up on exactly that item.

Identify the outstanding items from the request view.
Send a reminder to the client referencing the specific documents still needed, rather than the whole list.
Where the client has questions, keep the conversation against the work item so the history stays in one place.

Step 6: Close the loop

Once every required item is in and checked, the request is complete and the job is ready to move forward. Update the linked work item's status, for example from Waiting on client to In progress, so your board reflects reality and the file moves to the staff member doing the work.

Tips for smoother collection

Ask once, ask completely. A thorough first request avoids the back-and-forth of asking for one more thing each week.
Name items in the client's language. "Income statement" lands better than internal jargon, especially for individuals.
Tie requests to deadlines. Linking to the compliance and lodgment work keeps document collection aligned with your ATO due dates.
Keep everything in the portal. Discourage email attachments so your records stay complete and secure in one place.

Document and PBC requests pair naturally with the rest of your workflow. To make sure the work itself is tracked properly, see how work items and boards operate in our other help guides, and review the compliance and work item guides on the guides page to connect document collection to your lodgment deadlines.