Missing onboarding information

This playbook reviews one missing-information packet for an existing client onboarding case. It establishes the client's agreed requirement checklist, inspects submitted questionnaire responses and files, requests specifically missing or conflicting items, and secures the designated receiving owner's decision on packet completeness. One run governs one onboarding packet review; it does not run the ongoing customer implementation, grant system credentials, score general account fit, or declare project launch. Integrations access Fillout form responses, Airtable checklist records, and Google Drive upload folders; if configured access is unavailable or incomplete, the operator uses supplied submission exports, manual owner-provided records, or verified shared folder files.

• Retrieve the active client record, agreed onboarding checklist, and designated receiving onboarding lead from the onboarding tracking base. Inspect the initial form responses and folder uploads, noting submission timestamps, document versions, and any unpopulated required fields.
• Audit each checklist requirement against the submitted evidence. Verify that attached documents match requested categories, are legible, and contain required signatures or identifiers. If a document is present but illegible, expired, or refers to a different legal entity, mark the item as deficient rather than satisfied.
• Information request. Present the client contact through an approved configured or manual communication route with the specific list of missing or deficient items, showing the requirement description, observed discrepancy, and submission instructions. Request updated responses or replacement attachments. If the client does not respond within the agreed customer follow-up window, notify the receiving onboarding lead to review account priority and decide whether to extend the request or escalate to the commercial account owner.
• Inspect resubmitted items against the outstanding deficiency list. If newly submitted documents resolve all open checklist items, compile the complete evidence summary with source links and submission timestamps for review. If resubmitted items remain incomplete or contradict previously verified details, log the specific remaining discrepancies and issue one targeted follow-up request before escalating.
• Approval. Present the compiled evidence packet, checklist audit log, and outstanding questions to the designated receiving onboarding lead. Request explicit approval to mark the onboarding intake complete. If the lead requests clarification, follow up on the specific items named; if an intake waiver is proposed, confirm the waiver was authorized by the designated customer policy owner and accepted by the receiving lead, recording the waiver rationale, approving policy owner identity, and mandatory post-intake resolution date. If the lead declines the packet, route the case to unresolved items with the identified blocker.
• Exception. If a requested checklist requirement cannot be satisfied due to client legal constraints, platform incompatibilities, or conflicting authority, submit the issue to the designated customer policy owner. Request an authoritative determination on whether to authorize a formal waiver, accept alternative secondary documentation, or halt intake. Proceed according to the policy owner's written decision; unavailable or non-waivable mandatory requirements remain explicitly held in unresolved items.
• Before applying updates to the onboarding tracking record, inspect existing record status and checklist fields. If tracking access or prior write state cannot be inspected, hold the update for manual confirmation. Once verified, apply the receiving lead's approved packet acceptance and exact checklist or waiver updates, then read back the record to confirm status and audit links persist before transitioning to Packet accepted.
• Fictional example: Northwind Analytics submitted intake responses for its enterprise deployment but provided a state certificate of good standing dated three years prior instead of the requested current certificate, and left the technical security officer contact unpopulated. The agent logged the specific deficiencies, notified the client contact through the approved channel, and received an updated certificate and officer details within two days. The receiving lead reviewed the refreshed packet, approved intake completion, and the tracking record updates were inspected, applied, and verified.
• The run is complete when the receiving onboarding lead approves the packet and the updated status is verified in the tracking base, including any policy-authorized waiver with an assigned owner and resolution deadline. If the client refuses mandatory items, the onboarding lead rejects the intake, or required items remain non-waivable and unmet, preserve the discrepancy log and store the case in unresolved items awaiting commercial account owner intervention.