---
id: KB-PR-020
url: https://app.codecontract.io/help/troubleshooting/they-say-they-sent-it-and-you-have-no-record
idioma: en
categoria: problemas
audiencia: usuario
nivel: basico
actualizado: 2026-08-13
tambienEn: [es]
relacionados: [KB-PR-003, KB-PR-013, KB-PR-026]
citadoPor: [KB-PR-021, KB-TL-024]
---

# They say they sent it and you have no record

_Nearly always you are both right: they sent it and you have no record. What fails is in between._

**Responde a:** they say they sent it and i do not have it · supplier insists they sent the document · cannot find a document they claim to have uploaded · how to check whether they sent a document

«I sent you that last week.» And you look, and it is not there. The conversation jams because it seems one of you must be wrong, and almost never is: they sent it, you have no record, and what failed was in transit.

## The five reasons, by frequency

| What actually happened | How to spot it | What to do |
| --- | --- | --- |
| Sent to a person, not via the link | It is in a colleague's inbox | Search by the file name |
| Replied to an old email | It arrived, but hanging off another request | Move it to the right file |
| Forgot the attachment | The message is there and the file is not | Ask again, without making it a thing |
| Uploaded it to another client's place | It appears nowhere of yours | Have them check who they sent it to |
| It is uploaded and you cannot see it | Another name, another phase, another file | Search by date, not by name |

> [!IMPORTANT]
> One question settles this in a minute and almost nobody asks it: **ask for the details of the sending, not for the file again**. When they sent it, to which address or via which link, and what they saw afterwards. Those three things reveal in ten seconds which side the problem is on and end the «I sent it» / «well, it is not here» exchange, which goes nowhere precisely because both statements are true.

## How to check on your side

1. **Search by file name and by date** — Not by company name: files hardly ever carry it.
2. **Check whether it landed in another file** — Most common when that contact has several open requests.
3. **Check whether a colleague received it** — Email straight to a person is the classic hole.
4. **And if it is nowhere, say what you looked at** — «I searched by date and across the other files» stops them repeating it.

> [!WARNING]
> What not to do, however tempting it is to avoid an argument: **accepting an «I sent it» with no document**. If that paper supports something —an insurance policy, an authorisation, a permit— what counts on the day you are asked is the document in the file, not what was said on the phone. And that day the conversation will be nowhere to be found. Asking again is not distrust: it closes the point, and whoever really did send it takes a minute to forward it.

## What makes it stop happening

**En corto**

- Everything is always requested through the same place, even if you also discuss it by phone or WhatsApp.
- The request link stays alive as long as people actually take to reply.
- It is clear what happens after uploading: someone who sees no signal doubts, and ends up sending it elsewhere.
- And files carry a recognisable name, because that is what you search by when something goes missing.

> [!NOTE]
> If it is the other way round —you sent something and they say they have no record— exactly the same applies in reverse: what settles it is the detail of the sending, not resending it.

**Can I tell whether they opened it?**

Something being sent and someone opening it are different things: do not merge them into one answer.

**What if they say they sent it on WhatsApp?**

Have them resend via the link: that puts the document where it will be looked for.

**How long before chasing?**

Whatever you stated in the first request. What does not work is never having stated it.

## Ejemplos

**A supplier insists they sent their policy and it is nowhere in the file.**

- Asks when they sent it and to which address, instead of asking for the file again

→ It turns out it went to a colleague's inbox: it is moved into the file and the request closes that day.

**The supplier sent it to one person's inbox.**

- Tells them to upload it through the link

→ The delivery is recorded where the whole team sees it.

**They sent it through a channel nobody checks.**

- Agrees a single channel for deliveries

→ Deliveries stop getting lost.

**They sent it and it landed in junk.**

- Checks the folder and confirms receipt

→ The doubt closes without accusing anyone.

**They sent it to a different company in the group.**

- Checks with the rest of the group before chasing

→ No chase goes out if the document was already inside.

**They say they sent it and cannot show it.**

- Asks them to upload it again through the link

→ Next time the delivery evidences itself.