Processing Resend Requests

As previously mentioned, the Resend Requests queue displays orders that have pending resend requests. The orders are organized based on the location of the transcript.

This video will walk you through how to process a resend request. A resend may be requested when a learner contacts our customer service department claiming the transcript has not arrived at it's destination.

Approving Resend Requests

There are two ways to approve a resend request. If the transcript does not need to be uploaded, simply click the Approve button. 

When the Approve Resend Request modal appears, click Approve Resend.

Uploading Transcripts to be Resent

If a transcript needs to be uploaded, an Upload button will be displayed in the Approve column.

To upload a transcript, click Upload to be taken to the Transcript Upload screen. Once the transcript file(s) have been uploaded and reviewed, Click Finalize Uploads and Approve Resend.

In the Finalize Uploaded Files and Approve Resend modal, enter a Reason for resending and choose whether to notify the requestor. If the resend request was submitted via RSS, users will be given the option to notify the requestor. If the resend request was submitted by our Customer Service Team, the requestor is automatically notified.

Once the resend request is approved, a confirmation will appear, and the transcript will be resent.

Denying Resend Requests

To deny a resend request click the Deny button. 

When the Deny Resend Request modal appears, you will be given the option to modify the pre-populated Reason.  Please keep in mind that the Reason provided in this field will be sent to the student. If the resend request was submitted via RSS, users will be given the option to notify the requestor. If the resend request was submitted by our Student Success Team, the requestor is automatically notified.

Once the request is denied, a confirmation will appear, and the order will be removed from the Resend Requests screen.