Responding to a Query

Once a query has been assigned to you, you can review the enquiry, assess any supporting documents, and provide a response to the conveyancer.

Before Responding

Before preparing your response:

1. Open the query.
2. Review the key query details.
3. Read the conveyancer’s message in the conversation thread.
4. Review any supporting documents attached to the query.
5. Review the Risk to Lender, Recommendations, and Mitigations fields.

Reviewing Supporting Documents

Supporting documents may contain important evidence needed to assess the enquiry.

Examples may include:

• Statements
• Proof of funds documents
• Transaction history reports
• Supporting letters
• Other documents relevant to the enquiry

Review each attachment carefully before preparing your response.

Reviewing the Mandatory Fields

Entering a Response

To respond to the conveyancer:

1. Review the query and supporting documents.
2. Enter your response in the message box at the bottom of the screen.
3. Ensure your response is clear, concise, and directly addresses the enquiry.
4. Select the appropriate action: Send or Resolve.

Best Practice

Before sending or resolving a query, ensure your response:

• Addresses the conveyancer’s enquiry.
• References any relevant supporting information.
• Clearly explains any action required.
• Is suitable for the query’s current status.
• Understanding Send and Resolve
• Adding Notes and Attachments
• Managing Priority Queries

Related Articles

• Understanding Send and Resolve
• Adding Notes and Attachments
• Managing Priority Queries