Q. I have several document requests with the ‘no progress’ status. What should I do?

‘No progress’ requests stand for requests that were sent out and have not been answered before their due date. So, in the example below, the two bottom requests will go in the ‘no progress’ state if the supplier does not reply to the request before April 13th. 

 

We will show you the number of ‘no progress’ requests because this is another action point for you to find out how these suppliers are not responding to your requests. 
 
First, it is good to find out how these suppliers are not responding to your requests. 

Check ‘hindered’ e-mails. Perhaps they are not receiving the requests. Go to the outgoing requests page and filter on ‘email status: hindered/spam reported/unsubscribed’. Now you see all your suppliers that have not been receiving your request e-mails. If you hover over the e-mail status, you see a more detailed reason and solution to the issue. Do change all the wrong contact details, otherwise, they will never receive your requests. 

Reach out to them to personally discuss why they are not responding.

After you have updated/informed your suppliers of the importance of the document requests, you can cancel all document requests in the ‘no progress’ status, and then with the automatic document requests, at 00:00, new document requests will be sent out. We want you to cancel the document requests because we want to create new/fresh requests. In the meantime, it might have happened that the document that you requested before is already in your account (manually added) and therefore the request is not necessary anymore. Therefore, we want to create new requests. 
 
To cancel all document requests in the "no progress" status, go to the ‘outgoing requests’ page and filter on document request status ‘no progress.’ Then select them all and click on ‘Cancel request.’

If a supplier has not answered your request yet, the email statuses can help you understand why. Please find in the following the different email statuses and what to do when they occur.

Email Status	What does it mean?	How do I act on it?
Hindered	Email has either been blocked, dropped or bounced	Check if email spelling is correct and the email adress is up to date
Spam reported	Recipient has marked the email as spam	Please reach out to them and ask them to move the [e-mail] email adress to their inbox folder.
On its way	Email is being sent	Wait a few minutes and make sure your internet connection is stable.
Unsubscribed	Receiver has unsubscribed from request email and will not receive further requests.	Please reach out to your supplier and ask them to contact us via [e-mail].
Delivered	Email has been delivered (to inbox, junk or spam folder)	If you do not receive a response on time, make sure the email was not received in their spam or junk folder and reach out to your supplier.
Email opened	Receiver opened email	Make sure the status changes to 'request opened' and the email reminder is set in your settings if the status does not change. The system will then automatically send your supplier an email before your requested document expires.
Request opened	Receiver opened your request (link in email)	Wait for their response. Make sure the email reminder is set.