FAQs: Roles & Responsibilities
Common questions about firm and client responsibilities
Who's responsible for what once we're live?
Responsibilities can flex depending on how your firm wants to work with us. Some partners prefer clients to stay fully involved (answering clarifications, uploading docs, etc); others use Outmin more internally to manage client data at scale. Either approach works.
What happens if my client messes something up?
We flag incorrect uploads or unanswered requests instead of processing them blindly. You’ll be notified if client input is delaying progress. We also help coach clients to improve document submission over time. Also, most of the client dashboard is view-only, so there’s no risk of them changing or breaking anything.
Who chases clients for missing documents?
We request missing one-off receipts or clarifications through the app. For suppliers, we only contact them directly if we’ve been authorised by the client or the firm. If there's no response after several attempts, we flag the issue to you.
Will my clients know Outmin is involved?
It depends. Yes, if they access the client dashboard. For now, the product includes Outmin branding. Eventually, we plan to offer customisation options. Most practices position Outmin as a software product (like Xero or DEXT), not as a service provider. This framing works well and rarely causes issues.