For the complete documentation index, see llms.txt
For the complete documentation index, see llms.txt
Zinc
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Cadence and Schedule of Zinc Automated Reminders for Background Checks
To keep checks moving quickly, we send gentle reminders to candidates, referees and recruiters. This helps everyone complete their part without delay.
**How timing works:** we calculate reminders using **calendar days**. Day 1 is the **next day** after the request is submitted—whether that was at 09:00 or 23:58.
## Candidate general reminders
We only send these general reminders when the candidate’s request status is:
- **Requested**
- **Awaiting candidate**
A typical subject line is: **'[Company name] is waiting for your checks.'**
### Schedule
| Reminder count | Days after request sent | Channel |
|:--:|:---:|:---:|
| 1 | 1 | Email |
| 2 | 2 | Text message |
| 3 | 3 | Email |
| 4 | 4 | Text message |
| 5 | 7 | Email |
| 6 | 14 | Email |
| 7 | 21 | Email |
| 8 | 28 | Email |
| 9 | 35 | Email |
If we don’t have a phone number, we skip text reminders on those days.
Reminders stop as soon as the request status changes to anything other than **Requested** or **Awaiting candidate**.
Sometimes we’ll send additional automated prompts—for example, if the candidate needs to return to complete an education check. These don’t follow a fixed schedule; we send them as soon as the task is ready.
If needed, our Customer Support team may also send one-off reminders to help specific checks over the line. However, these reminders are currently **not** reflected on the timeline.
## Candidate referee chasers
These emails are sent to the candidate to ask them to follow up on their referee.
These emails are groups so if there are multiple pending referees on the same schedule day, this will result in a **single email** to the candidate **with all the referee names and emails.**
An example of this email type is below with the subject line '**Please provide a new referee**'.
### Schedule
| Days after request sent | Channel |
|:---:|:---:|
| 5 | Email |
| 8 | Email |
| 15 | Email |
## Candidate address check chasers
These emails are sent to ask candidate to provide a new proof of address if their address check has a **Pending Resubmission** status.
An example of this email looks like the below with the subject line of '**Action: Submit a different proof of address**'.
### Schedule
| Days after request sent | Channel |
|:---:|:---:|
| 2 | Email |
| 4 | Email |
| 6 | Email |
Our Customer Support team will also send reminders in addition to these automated ones for the address check.
## Candidate Right to Work resubmission chasers
These emails are sent when a Right to Work check is in **Pending Resubmission** because the candidate needs to resubmit documents.
For the **passport** route, the candidate receives an immediate email when the check fails and moves to Pending Resubmission, then follow-up reminder emails on days 2, 4, and 6 after the check was last updated.
### Schedule
| Days after check last updated | Recipient | Channel |
|:---:|:---:|:---:|
| 0 | Candidate | Email |
| 2 | Candidate | Email |
| 4 | Candidate | Email |
| 6 | Candidate | Email |
| 8 | Recruiter | Email |
On day 8, the **recruiter** is notified that the check has not been resubmitted. The candidate is not chased again on day 8.
These recurring chasers only run for the **passport** route. Share code/online Right to Work and ID card routes get the initial email at the point of failure, but no recurring chasers.
## Candidate ID check resubmission chasers
When an ID check result comes back needing resubmission, the candidate gets a single email at that moment. There are no recurring automated chasers for an ID check that remains in **Pending Resubmission**.
## Candidate completed criminal check certificate chasers
These will only be used for criminal certificates in the Netherlands, France, Germany, and Latvia.
We send these reminders to ask candidates to provide a copy of their criminal check certificate when they receive it in the post or their email to complete their criminal checks.
We will wait **7 days** from when the check has started to start asking for the certificate to be submitted.
The certificate can also be submitted at anytime by the candidate returning to their submission page and clicking on the criminal check box.
### Schedule
| Days after request sent | Channel |
|:---:|:---:|
| 7 | Email |
| 10 | Email |
| 14 | Email |
| 21 | Email |
Our Customer Support team will also send reminders in addition to these automated ones on this check if needed.
## Referee chasers
These emails are sent to referees that have not submitted the reference.
An example of one of these chaser emails is the below with the subject line '**Final reminder: Please provide a reference for Candidate Name**'.
### Schedule
| Days after request sent | Channel |
|:---:|:---:|
| 1 | Email |
| 3 | **Text** |
| 4 | Email |
| 7 | Email |
| 14 | Email |
If no phone number is provided, there won't be chasers sent that day
## Customer (candidates) chasers
This email is sent to the customer to ask them to chase the candidate because the process hasn't started yet by the candidate. These chasers will only run on a request that **has not been started by the candidate**.
If there are any checks that have been started, **this specific email will not be sent.**
These emails are not sent on the weekend. They are grouped and sent on a **Monday**.
An example of this is the below with the subject line '**Candidate Name has not started the process**'. You may also find some with the subject line of '**Candidate Name has checks pending**'.
### Schedule
| Days after request sent | Channel |
|:---:|:---:|
| 5 | Email |
We do have other chasers that are automated as well where attention is needed from you to complete a process. For example, in the UK, we may need you to verify a candidate's documents in person to proceed with a DBS criminal check.
These will come as soon as the candidate has completed a check that needs your attention to proceed with.
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Now that you know our schedule and see our timeline, you can be at ease to know we will take care of the process to remind candidates and referees but if we need your support or you need to chase candidates more, you can fit right into the process.
