--- title: "Part II, Subpart ii, Chapter 2, Section A Folder Maintenance" document: "M-21-1" section: "Part II, Subpart ii, Chapter 2, Section A" canonical: "https://veteranai.co/va-regulations/m21-1/ii.ii.2.a-folder-maintenance" source: "https://www.knowva.ebenefits.va.gov/system/templates/selfservice/va_ssnew/help/customer/locale/en-US/portal/554400000001018/content/554400000174866/M21-1-Part-II-Subpart-ii-Chapter-2-Section-A-Folder-Maintenance" updated: "2026-09-06T14:36:38.909344Z" --- March 30, 2026 ### II.ii.2.A.1.a. VBMS New Mail Indicator When new evidence or correspondence is uploaded into a claimant’s electronic claims folder (eFolder), an icon representing a new envelope will appear in the NEW MAIL column of the work queue and eFolder. This icon, hereafter referred to as the “new mail indicator,” should be cleared on all documents upon completion of initial development. All subsequent new documents should be opened and reviewed for relevant information. This action should be completed by any employee handling the eFolder. **Example:** ![Screenshot of new mail indicator appears in VBMS](https://vaww.vrm.km.va.gov/img/M21-1III_ii_4_SecG_VBMS_mail.png)__** **____**Note**__ :__ __The new mail indicator may be cleared on multiple documents by first selecting each document and choosing the _Mark as Open_ option in the ACTIONS drop-down menu. _ _**Reference:** For more information on the Veterans Benefits Management System (VBMS) new mail indicator, see the _VBMS Core User Guide_. ### II.ii.2.A.1.b. Converting Documents to PDF and Uploading to the eFolder When a document is generated or received outside of VBMS it must be converted into a portable document format (PDF), if it is not already in this format, and uploaded into the eFolder. Use the table below to convert and upload a PDF. | **If the document was created in ...**| **Then ...** Microsoft Word| * complete all necessary development actions and letter adjustments normally made prior to finalization * review the letter for accuracy * finalize the letter with a visible seal when applicable * set the default printer to _Adobe PDF_ , if available * save the letter as a PDF to the desktop, and * upload the document. **Note:** Upon successful upload, delete the PDF from the desktop. Microsoft Outlook (e-mail)| * open the e-mail * click the FILE tab * save the e-mail as a PDF to the desktop, and * upload the document. **Note:** Upon successful upload, delete the PDF from the desktop. another program outside of VBMS| * create a PDF by * opening the document in Adobe Acrobat Pro and saving it as a PDF, or * printing to _Adobe PDF_ , and * upload the document. **_ _** **Important:** * Responses from corporate mailboxes related to claims development must be uploaded to the eFolder to avoid duplication of effort by future claims processors. * To prevent file name conflicts, save the PDF document with a unique filename by using the * claimant’s initials, * type of document, and * date of upload. * If a file name conflict occurs, choose the KEEP BOTH, REPLACE EXISTING or CANCEL UPLOAD button that appears in the prompt box, as applicable. **Example:** A _Hypertension Disability Benefits Questionnaire_ (DBQ) for Jamie Veteran, uploaded on October 7, 2017, could be named _jvHTN100717.pdf_. **_ _** **Notes:** * Converting Microsoft Word documents and e-mails to PDF for upload to the eFolder reduces the processing delays associated with printing and shipping a paper copy to the scanning vendor. * Claims processors must use Adobe Acrobat Pro to do a single-step PDF conversion; Microsoft OneNote should only be used when Adobe Acrobat Pro is unavailable. * Legacy appeal-related documents must include an appropriate, secondary category type label. Secondary category type labels are available under the CATEGORY - TYPE: ALTERNATE field. **References:** For more information on * uploading eFolder documents, see the _VBMS Core User Guide_ * handling misfiled documents, see M21-1, Part II, Subpart ii, 2.A.2.a, and * requesting document deletion, see M21-1, Part II, Subpart ii, 2.A.2.b. ### II.ii.2.A.1.c. Associating an eFolder Note To document information or recent actions taken on a claim, users may add a note from any screen in VBMS that displays the ADD NOTE icon. Associating a note to a Veteran or claim determines whether or not the note will be temporary or permanent. A note associated to a Veteran is always permanent, and claim-associated notes can be temporary or permanent. Notes can be added and viewed to document information or recent actions taken on a claim. Notes should reflect actions that are not captured by a tracked item or development letter. **Examples:** Notes can be used to document * unsuccessful attempts to contact the Veteran, or * the reason for postponement of a routine future exam. A permanent, claim-associated note in VBMS is **_required_** to document * the rationale for changing the date of claim (DOC) of an end product (EP) * an explanation for * establishing an EP 930, and * cancelling an EP 930, and * the details of an EP 930 or quality review error correction, which must include the * specific corrective action(s) taken * date of the action(s) taken, and * station number of the regional office (RO) that took the action(s). **Note:** Any VBMS user can view permanent notes associated to a Veteran’s claim; however, temporary notes associated to a specific claim are deleted when the claim is closed or completed. Depending on access rights, only the original creator of the note, the user assigned to the claim, and persons with supervisor or administrator roles can view temporary notes. **Important:** Do not type anything in a note that would be seen as inappropriate or offensive by the Veteran, the general public, or the Court of Appeals for Veterans Claims. State the facts only, not opinions. Permanent notes become part of the Veteran’s record at midnight on the day the note was created and are subject to the Freedom of Information Act (FOIA). **Reference:** For more information on associating an eFolder document note to a claim, see the _VBMS Core User Guide._ ### II.ii.2.A.1.d. Indexing a Document in VBMS When uploading a document into an eFolder, index the document in accordance with the [_Document Identification and Date of Receipt Guide_](). **Important:** * DBQs that are completed by Department of Veterans Affairs (VA) or non-VA health care providers outside the Compensation & Pension examination process and submitted by the claimant must be indexed as _Disability Benefits Questionnaire (DBQ) – Veteran Provided_. * Legacy appeal-related documents have secondary category type labels that can be affixed under the CATEGORY - TYPE: ALTERNATE field, with the following options: * _Notice of Disagreement (NOD)_ * _Statement of the Case (SOC)_ * _Substantive Appeal to Board of Veteran’s Appeals_ , and * _Supplemental Statement of the Case (SSOC)_. **Note:** Documents of an _Unknown_ type must be relabeled. If a category and type cannot be determined, use the subject line to briefly describe the document. **References:** For more information on how to * properly label a document, see the _[Document Identification and Date of Receipt Guide]()_ , and * edit document properties in VBMS, see the _VBMS Core User Guide_. ### II.ii.2.A.1.e. Using the Document’s Subject as a Note To aid in easy identification of document(s) commonly used when processing a claim, use the document’s subject line as a note field. This allows for easy identification of important documents when viewing the entire eFolder under the DOCUMENTS tab in VBMS. The table below provides the subject lines for several common documents. | **Evidence**| **Document Category**| **Subject** * [ _VA Form 21-22, Appointment of Veterans Service Organization as Claimant’s Representative_](), or * [ _VA Form 21-22a, Appointment of Individual as Claimant’s Representative_]() | _Representation_| * name of the power of attorney (abbreviated, if an abbreviation for the name exists), and * _Revoked_ (if applicable) Records Management Center (RMC) e-mails| _Service Personnel Records_| * _RMC request_ , or * _RMC response_ * Personnel Information Exchange System (PIES) request, or * PIES response | _Service Personnel Records_| PIES request code, and * _request_ , or * _response_. **Reference:** For more information on PIES request codes, see the _[PIES User Guide]()_. **_ _** **Reference:** For more information on changing the subject line for a VBMS document, see the**_VBMS Core User Guide_. ### II.ii.2.A.1.f. Manually Removing the Banner That Indicates Documents Are Pending Scanning A banner indicating documents are pending scanning appears when an RO creates a _Document Control Sheet_ (DCS) and ships material to a scanning vendor. On rare occasions, the banner will remain visible after the material has been scanned and uploaded to the eFolder. Follow the instructions in the _VBMS Core User Guide_ to close the pending scanning status. Leave a permanent, claim-level note providing justification for the action taken.**_ _**References:** For more information on * setting the pending scanning status, see the _VBMS Core User Guide_ , and * reviewing DCSs, see the _VBMS Core User Guide_. ### II.ii.2.A.1.g. Redacting eFolder Documents Containing Criminal Investigation Reports Documents in the eFolder containing criminal investigation reports must be replaced with a redacted copy. To properly redact eFolder documents, * download a copy of each document containing criminal investigation reports * redact all personally identifiable information (PII) not pertaining to the Veteran * upload each redacted copy using the same category type, source, and date of receipt as the original document. The subject line should read _Redacted copy of original document_ , and * request deletion of the original, un-redacted document(s). The claims processor must leave a note explaining the action taken. Use the table below to determine the content of the note and who is responsible for leaving it. | **If the claims processor is ...**| **Then a note must be left that ...** submitting a _Document Error Report_ to the RO mailbox for a PDF editor to redact the document| * indicates the user has e-mailed a request to redact the document to the station’s established mailbox, and * provides the address of the mailbox. submitting a redaction request to an employee who _is not_ a PDF editor but is authorized by the RO to amend documents in the eFolder| * indicates the user has e-mailed a request to redact the document, and * identifies the individual to whom the request was sent. * authorized by RO management to amend documents in the eFolder, and * personally performing the redaction | indicates * the document was successfully redacted and placed in the claims folder, and * a request to delete the un-redacted document has been submitted. **Note:** If the subject line of the document must contain other required language, use annotations to identify the uploaded document as a redacted copy of the original. **References:** For more information on * using annotations, see M21-1, Part II, Subpart ii, 2.A.1.h * electronic document redaction, see the [instructions for redacting sensitive content]() on Adobe’s website, and * requesting deletion of a document, see M21-1, Part II, Subpart ii, 2.A.2.b-d. ### II.ii.2.A.1.h. Other VBMS Functionality Available to Maintain the eFolder VBMS-Core contains a variety of tools and functionality that allow a claims processor to organize and maintain the eFolder. Use of these features are strongly recommended, but may also be required by individual manual references and other guidance. The _VBMS Core User Guide_ contains instructions on how to use features such as * associating documents to a specific claim * bookmarking an eFolder document * annotating a document * tagging a document with no legal, administrative, or historical value for a claim as having no evidentiary value, and * managing duplicate copies of the same document and designating best copy, certified copy, or establishing effective date. **Note:** When annotating an award for record-keeping purposes, enter information into the remarks section of the document that briefly provides the reasons for the required action. **References:** For more information on * adding bookmarks and associating documents to a claim, see the _VBMS Core User Guide_ * adding remarks to an award, see the _VBMS Awards User Guide_ * the material that requires removal from a claims folder, see [M21-1, Part II, Subpart ii, 2.B](), and * managing duplicate documents, see the _VBMS Core User Guide_. ## 2. Handling Documents That Are Misfiled or Require Amendment and/or Deletion This topic contains information to assist VBMS end users with maintaining an eFolder in VBMS, including * handling a misfiled electronic document identified in VBMS * requesting a document deletion in VBMS * validating the request for document deletion * preparing a document for deletion by the VBMS Office of Information Technology (OIT) * establishing a local mailbox for document error report submissions * eFolder document amendment * removing an incorrectly scanned document * merging documents in VBMS, and * splitting documents in VBMS. March 30, 2026 ### II.ii.2.A.2.a. Handling a Misfiled Electronic Document Identified in VBMS Upon identification of a misfiled document in VBMS, take action to relocate the document to the correct claims folder. Use the table below when handling a misfiled electronic document identified in VBMS. | **If misfiled document belongs to a …**| **And …**| **Then transfer the document to the appropriate location by ...** different eFolder in VBMS| _no_ action is required| * selecting the DOCUMENTS link * clicking the checkbox for the document that is being moved * clicking ACTIONS * selecting _Move_ from the drop-down menu * entering the file number in the MOVE DOCUMENT(S) prompt box * clicking LOOKUP to view all possible matches * clicking MOVE DOCUMENT(S) to move the document into the correct eFolder (a confirmation banner should appear), and * clicking RETURN to go back to the DOCUMENTS screen. **Note:** The claim processor can move more than one document, if necessary. action is required| * establishing EP control, if necessary * selecting the DOCUMENTS link * clicking the checkbox for the document that is being moved. * clicking ACTIONS * selecting _Move_ from the drop-down menu * entering the file number in the MOVE DOCUMENT(S) prompt box * clicking LOOKUP to view all possible matches * clicking MOVE DOCUMENT(S) to move the document into the correct eFolder (a confirmation banner should appear), and * taking appropriate action to address the misfiled document. **Reference:** For more information on handling incoming mail, see [M21-1, Part II, Subpart i, 2.C.2](). a paper claims folder| _no_ action is required| * printing the document * placing a routing slip on the document and routing the document to the claims folder for proper filing, and * requesting document deletion per the procedures in M21-1, Part II, Subpart ii, 2.A.2.b-d. action is required| * establishing EP control, if necessary * printing the document * placing a routing slip on the document and routing it to the correct claims folder for proper filing * adding a note indicating the type of document being routed to the paper claims folder * taking appropriate action to address the misfiled document, and * requesting document deletion per the procedures in M21-1, Part II, Subpart ii, 2.A.2.b-d. **Reference:** For more information on handling incoming mail, see [M21-1, Part II, Subpart i, 2.C.2](). **_ _** **Note:** The RO must notify the Privacy Officer when misfiled documents are released during a FOIA request. **References:** For more information on how to * move an eFolder document in VBMS, see the _VBMS Core User Guide_ , and * handle a misfiled sensitive document, see [M21-1, Part II, Subpart ii, 2.B](). ### II.ii.2.A.2.b. Requesting a Document Deletion in VBMS Once a document is finalized in VBMS it cannot be deleted without requesting assistance from the VBMS Office of Information Technology (OIT). There are several reasons a document may need to be removed from the eFolder. This includes when a document was * incorrectly finalized (but not sent), and * incorrectly uploaded and contains PII that violates the _Department of Veterans Affairs (VA) Privacy and Information Security Awareness and Rules of Behavior_. Follow the steps in the table below when requesting deletion of a document from an eFolder in VBMS. | **Step**| **Action** 1| Open the document to be deleted. 2| Click the DOCUMENT PROPERTIES button in the top left corner of the document window to display the EDITABLE PROPERTIES fields. 3| Enter _Review for Deletion_ into the SUBJECT field and save the changes. 4| Save a copy of the [_VBMS Request for Document Deletion Form_]() __ to the desktop and complete the following sections of the form: * _Reporting User_ * _Priority_ * _Reason_ * _Veteran Information_ , and * _Document Information_. 5| Select _Priority_ from the drop-down box when a document contains PII that constitutes a violation of the VA Privacy Act, and _Normal_ for all other document types. Save the changes. **Note:** Use of the _Priority_ status is also appropriate for other document types, such as * incorrect rating decisions that are finalized, and * documents that require removal from the eFolder, so the document cannot be viewed by * a beneficiary or claimant * a Veterans service organization, or * other parties with access to the eFolder. 6| * Send the _[VBMS Request for Document Deletion Form]()_ to a supervisor via encrypted e-mail with _Review for Document Deletion Needed_ in the subject line, and * delete the copy of the form from the desktop. **_ _** **Note:** Duplicate copies of medical records, exam worksheets, and _[VA Form 27-0820, Report of General Information]()_ , should not be deleted from an eFolder and should be managed using VBMS functionality, as discussed in M21-1, Part II, Subpart ii, 2.A.1.h. **Exception:** When the document requiring deletion contains Federal tax information, follow the guidance in [M21-1, Part XIV, 4.B.2.d](). **Reference:** For more information on managing a duplicate document, see * M21-1, Part II, Subpart ii, 2.A.1.g, and * _VBMS Core User Guide_. ### II.ii.2.A.2.c. Validating the Request for Document Deletion To validate the request for document deletion, an approving official must authorize the deletion of any document that is associated with an eFolder in VBMS. The approving official must follow the steps in the table below when a _[VBMS Request for Document Deletion Form]() _is received. | **Step**| **Action** 1| Open the e-mail with the subject line _Review for Document Deletion Needed_. 2| Open the _[VBMS Request for Document Deletion Form]()_. 3| Login to VBMS and navigate to the corresponding eFolder. 4| Open the document identified in the subject line as _Review for Deletion_. 5| Use the table below after * reviewing the form for accuracy, and * determining if the request is valid. | **If document deletion is ...**| **Then ...** _not_ necessary| * provide notice to the VBMS end user via e-mail, briefly describing the reason the request was not approved, and * remove the _Review for Deletion_ subject line from the document properties of the document in question. necessary| * complete the _Approving Official_ section of the form, and * electronically sign the document. ### II.ii.2.A.2.d. Preparing a Document for Deletion by VBMS OIT The supervisor who approves the document deletion request from a claims processor must * change the document subject line to _Approved for Deletion_ , and * transfer the document to the _Unassociated Documents_ queue. _**Important**_ : VBMS OIT will periodically run a report on the _Unassociated Documents_ queue to locate and remove the documents that have been identified for deletion. For this reason, supervisors must use the specific subject line identified in this block. **Notes:** * VBMS OIT may contact the supervisor if additional information is needed before processing the request. * Each [_VBMS Request for Document Deletion Form_]() should be saved electronically in a central location at each RO, for use as * reference material when answering questions from VBMS OIT, and * a record of how the document deletion decision was made. **Reference:** For more information on editing a document’s subject line, see the _VBMS Core User Guide_. ### II.ii.2.A.2.e. Establishing a Local Mailbox for Document Error Report Submissions All ROs must each designate, at minimum, five PDF editors to receive and complete station requests to amend documents in the VBMS eFolder. The editors must have Adobe Pro installed on their computers to perform the necessary edits. Each RO must have a centralized mailbox for VBMS end users to submit a _Document Error Report_ to the designated PDF editors. Follow the steps in the table below when establishing a local mailbox for _Document Error Report_ submissions. | **Step**| **Action** 1| Send an e-mail to the RO Information Technology (IT) staff and include the request for establishment of a corporate mailbox. **Important:** The IT staff should use the same naming convention when establishing the corporate mailbox. **Example:** DocErrCorr.VBAXXX@va.gov (VAVBAXXX/RO/DOCERRCORR) where XXX is the three-letter code for the RO (such as ALB, BUF, BOS, DET.)). 2| Complete a local area network (LAN) form for each designated PDF editor. 3| Send the RO IT Staff an updated LAN form for each person who requires access to the corporate mailbox. 4| Notify the local Information Security Officer of the mailbox email address and request Public Key Infrastructure (PKI) encryption. 5| Designated PDF editors must add the corporate mailbox and install PKI certificates. **_ _** ### II.ii.2.A.2.f. eFolder Document Amendment VBMS end users must follow the steps in the table below after discovering an eFolder maintenance issue that requires the * removal of a specific page from a document * splitting of a misfiled document, and/or * merging of multiple documents into a single document. | **Step**| **Action** 1| Open the document at issue and click the EDIT DOCUMENT PROPERTIES button in the top left corner. _**Example**_ :![Screenshot of EDIT DOCUMENT PROPERTIES button in the top left corner](https://vaww.vrm.km.va.gov/img/M21-1III_ii_4_SecG_edit_doc.png) 2| Add _Adobe Review Needed_ to the document’s subject line. _**Example**_ :![](https://vaww.vrm.km.va.gov/img/M21-1III_ii_4_SecG_adobe_review.png) 3| Save changes. 4| Save a copy of the _Document Error Report_ template to the desktop. _**Example**_ :| **DOCUMENT ERROR REPORT** **Claim Number** **Last Name of Veteran** **Document Type** **Document Receipt Date** **Document ID** **Summary of**Requested Changes** 5| Complete all applicable fields of the _Document Error Report_. 6| Attach the completed _Document Error Report_ to an e-mail. 7| Insert the _Document Error Report_ and claims folder TD in the e-mail subject line. **Example:** _Document Error Report – TD 49_. **Important:** Do _**not**_ include the entire file number in the subject line. 8| Submit the e-mail to the local mailbox designated for the PDF editors. **_ _** **Important:** At the discretion of RO management, claims processors with Adobe Pro may be authorized to take the necessary corrective actions without requiring the submission of a _Document Error Report_ to the local RO mailbox. ### II.ii.2.A.2.g. Removing an Incorrectly Scanned Document PDF editors, or claims processors given the authority to perform the corrective actions, will determine if an incorrectly scanned document needs to be removed from the eFolder. This action will be taken once the claim processor has completed the __[VBMS Request for Document Deletion Form]()__ and e-mailed the form to the specified mailbox.**_ _**Notes:** * The document must be moved to the _Unassociated Documents_ queue in VBMS while awating approval. * PDF editors are responsible for accessing and clearing out pending _Document Error Reports_ on a weekly basis. **Reference:** For more information on working with unassociated documents, see the _VBMS Core User Guide_. ### II.ii.2.A.2.h. Merging Documents in VBMS PDF editors, or users with Adobe Pro who have been given permission by RO management to make the required changes, must follow the steps in the table below when merging multiple eFolder documents into a single merged document. | **Step**| **Action** 1| With Adobe Acrobat Pro, select FILE CREATE to combine files into a single PDF. 2| Click ADD FILES and select the files that require merging. 3| Click DRAG AND DROP to reorder the files and pages. 4| Double-click on a file to expand and rearrange individual pages. 5| Press the Delete key (on the keyboard) to remove unwanted content. 6| After arranging the files, click COMBINE FILES. 7| Save the document as a PDF. 8| Name the PDF file and click SAVE. 9| Proceed to uploading the corrected documents to the eFolder. **_ _** **Reference:** For more information on the responsibilities of PDF editors, see M21-1, Part II, Subpart ii, 2.A.2.g. ### II.ii.2.A.2.i. Splitting Documents in VBMS PDF editors, or users with Adobe Pro who have been given permission by RO management to make the required changes, must follow the steps in the table below when splitting a document into multiple eFolder documents. | **Step**| **Action** 1| Locate and open the document marked _Adobe Review Needed_. 2| Move the cursor over the PDF menu bar located at the bottom of the screen. 3| Select the Adobe symbol on the right-hand side of the menu. 4| A menu bar will appear at the top of the document. Click the SAVE icon on the left. 5| Save the PDF to the desktop with a file name that includes the document type and date. **Important:** Delete this file upon completion of the document split. 6| Open the document and select the PAGE THUMBNAILS icon in the upper left-hand corner of the Navigation Panel and adjust the view to the user preference. 7| Select the page(s) that need(s) to be removed or split out of the document. **Note:** Select a sequential range of pages by * clicking the first page * holding down the Shift key (on the keyboard), and * selecting the last page. 8| Right click and choose EXTRACT PAGES. 9| Check the option box for DELETE PAGES AFTER EXTRACTING. 10| Confirm deletion of the page(s) that is(are) marked for extraction. 11| The page(s) that was(were) chosen for extraction will appear in a new PDF file. 12| Save the new document to the desktop according to the document type and date. 13| Save the original document to the desktop that no longer includes the extracted documents. 14| Upload the corrected documents to the eFolder. 15| Delete the documents saved to the desktop as part of the document split. **_ _** **Reference:** For more information on the responsibilities of PDF editors, see M21-1, Part II, Subpart ii, 2.A.2.g. 3. Missing Claims Materials That Were Previously of Record This topic describes the actions to take when claims materials that were previously of record go missing, including * identifying missing claims materials that were previously of record, and * replacing missing claims materials that were previously of record. November 21, 2024 ### II.ii.2.A.3.a. Identifying Missing Claims Materials That Were Previously of Record In some situations, there may be indications that claims materials were previously of record and viewed by RO personnel. Identify lost claims of this type through review of claim notes and other identifiers in the corporate record.Consider a claim lost if there is an electronic record of a pending claim but the claims folder contains no documents related to the claim.**References:** For more information on * lost NODs, see [M21-5, Chapter 6, Section B, 5]() * handling allegations that claims materials were misplaced in the Centralized Mail (CM) system, see M21-1, Part II, Subpart ii, 2.A.4, and * claims submitted through VA claims submission service websites that are not properly transmitted to the eFolder, see M21-1, Part II, Subpart ii, 2.A.5. ### II.ii.2.A.3.b. Replacing Missing Claims Materials That Were Previously of Record Follow the steps in the table below upon identification of missing claims materials that RO personnel may have previously viewed. | **Step**| **Action** 1| Ask any employee having knowledge of the facts surrounding the claim, including the date VA received it, to prepare a _signed_ memorandum for the file containing this and any other relevant information for retention in the claims folder. _**Note**_ : The “employee” referenced in this step would include the employee responsible for creating the electronic record referenced in [M21-1, Part II, Subpart iii, 3.A](). It might also include any employee who has taken action on the claim and remembers relevant details about it. 2| Ask the employee’s supervisor to sign the memorandum. 3| Determine what claimed issues the pending EP is being used to control. | **If the EP is ...**| **Then ...** only controlling issues for the lost claim| change the controlling EP to an EP 400, _Correspondence_. controlling additional claimed issues| * continue processing the additional issues, and * address the lost claim under the currently pending EP. 4| Send the claimant the _Lost Claim Letter_. _**Note**_ : The letter should * inform the claimant that the claim was lost * request that the claimant submit another application as evidence of the * intent to file a claim, and * scope of the claim * request that the claimant resubmit any evidence previously submitted with the claim, and * notify the claimant that if the requested evidence is not furnished within one year after the date of the letter, the claim may be considered abandoned under the provisions of [38 CFR 3.158](). 5| Clear the EP 400, if one was established, after sending the letter. **_ _** **Note:** If, within one year of the date of the letter referenced in Step 4, a claimant resubmits a claim that VA lost, use the date of receipt of the _initial_ (lost) claim as the DOC when reestablishing EP control. Otherwise, use the date of receipt of the _resubmitted_ claim. 4. Claims Materials That Are Misplaced in the CM System This topic contains information on allegations from claimants or their representatives of lost claims associated with the CM system, including * fax confirmation page the CM scanning vendor provided to claimants, and * resubmission of * a lost claim with copy of the fax confirmation page, and * alleged lost claims absent the VA date-stamped fax confirmation page. November 30, 2020 ### II.ii.2.A.4.a. Fax Confirmation Page the CM Scanning Vendor Provided to Claimants The scanning vendor provided a single confirmation page to claimants when the vendor received documents via the designated intake fax number. The confirmation page * was faxed back to the claimant’s fax number, and * consisted of a VA date-stamped copy of the _first_ page of the claimant’s fax transmission. **Note:** The first page of a claimant’s fax transmission was _generally_ , but _not_ necessarily, a cover sheet. **Reference:** For more information on the intake fax number for the CM scanning vendor, see the _[How to File a VA Disability Claim]()_ webpage. ### II.ii.2.A.4.b. Resubmission of a Lost Claim With Copy of the Fax Confirmation Page Claimants may resubmit a lost claim, but the claim **_must_** be accompanied by a copy of the original fax confirmation page referenced in M21-1, Part II, Subpart ii, 2.A.4.a. To retain the original DOC, the following **_must_** be provided _in addition to_ a copy of the original fax confirmation page: * statement from the claimant or the appointed representative attesting to timely filing of the original documents, and * copies of **_all_** the originally faxed documents that **_match_** the page count from the original fax confirmation page. **Example:** If the confirmation page shows 10 pages received, including the cover sheet, more than 9 pages of resubmitted documents will **_not_** be accepted as eligible to receive the original VA date stamp provided by the CM vendor. **Reference:** For more information on the confirmation page provided to claimants by CM vendors, see M21-1, Part II, Subpart ii, 2.A.4.a. ### II.ii.2.A.4.c. Resubmission of Alleged Lost Claims Absent the VA Date- Stamped Fax Confirmation Page If a CM vendor fax confirmation page with a VA date stamp is **_not_** provided by the claimant alleging a lost claim, then the original DOC associated with the alleged lost claim **_cannot_** be accepted. **References:** For more information on the * confirmation page provided by the CM vendor, see M21-1, Part II, Subpart ii, 2.A.4.a, and * resubmittal of a lost claim with a copy of the confirmation page, see M21-1, Part II, Subpart ii, 2.A.4.b. ## 5. Claims Materials Submitted Using a VA Electronic Application Process That Fails to Upload to the eFolder This topic contains information on locating missing claims documents submitted using a VA electronic application process, including * identifying claims submitted using a VA electronic application process that failed to upload to the eFolder * allowing time for automatic retransmission of documents that failed to upload * requesting retransmission of claims documents that failed to upload, and * notifying a Veterans service organization (VSO) that claims documents submitted through Digits-2-Digits (D2D) failed to upload. February 5, 2021 ### II.ii.2.A.5.a. Identifying Claims Submitted Using a VA Electronic Application Process That Failed to Upload to the eFolder In rare situations, a technical error in the Enterprise Veterans Self Service (EVSS) system, which supports electronic transmission of claims material through VA claims submission service websites, results in the failure of a claims document to upload to the eFolder. These cases can be identified by * an automatically established EP * an eBenefits claim label, and * the absence of claims documents for the current claim in the eFolder. **Notes:** * Claims documents submitted through the Digits-2-Digits (D2D) submission process cannot be recovered when transmission failure occurs. Upon identifying such a case, follow the instructions in M21-1, Part II, Subpart ii, 2.A.5.d. * Claims submitted through D2D can be identified by the D2D claim labels. ### II.ii.2.A.5.b. Allowing Time for Automatic Retransmission of Documents That Failed to Upload In most situations, if claims documents failed to upload through EVSS to the eFolder, the documents will be retransmitted within two weeks without any RO action. Follow the steps in the table below when a claim is received without supporting claims documents. | **Step**| **Action** 1| Add a new contention in VBMS with the following attributes: | **In the field …**| **Enter …** CONTENTION| _EVSS_. CLASSIFICATION| _Administrative Issue_. DATE OF CONTENTION| (default to DOC). TYPE| _New_. MEDICAL| _No_. 2| Add a tracked item to indicate the failure-to-upload issue is pending resolution. 3| Add a note that states: S _ource documents missing_. **_ _** **Important:** Ensure the claim goes to _Ready to Recall – Yes_ status. **References:** For more information on * creating a tracked item in VBMS, see the _VBMS Core User Guide_ , and * the appropriate tracked item for claims documents failing to upload, see [M21-4, Appendix D.1](). ### II.ii.2.A.5.c. Requesting Retransmission of Claims Documents That Failed to Upload Follow the steps in the table below if claims documents fail to upload after the 15-day period referenced in Step 2 of the procedure outlined in M21-1, Part II, Subpart ii, 2.A.5.b, ends. | **Step**| **Action** 1| Send an encrypted e-mail to the [EVSS Help Desk](). * Enter the following in the subject line of the e-mail: _Requesting retransmission of VA claims submission service website documents that failed to upload_. * Provide the following in the body of the e-mail: * date the EP was established * claim label * VBMS claim identification (ID) number * claimant’s name, and * an indication of what documents are missing. 2| Upload a copy of the e-mail to the eFolder. 3| Update the track item to indicate the first follow-up has been completed. 4| Add a note that states: _EVSS Help Desk contacted for assistance in obtaining documents that failed to upload_. 5| After the 15-day period referenced in Step 4 ends, * review the eFolder to determine if the missing documents have been uploaded, and * follow the instructions in the table below. | **If the documents are …**| **Then …** available| * continue processing the claim, and * disregard the remaining steps in this table. not available| follow-up with the EVSS Help Desk until * the claims documents are uploaded successfully, or * a negative response from the EVSS Help Desk is received, indicating that the claims documents cannot be uploaded. **_ _** **Notes:** * Extend the suspense date of the tracked item by one week after each follow-up until the * claims documents are uploaded successfully, or * EVSS Help Desk provides a negative response. * Reference the COM ticket number in the follow-up emails. Upload a copy of all e-mail communication with the EVSS Help Desk to the eFolder. 6| Follow the lost claims procedures in M21-1, Part II, Subpart ii, 2.A.3.b if the EVSS Help Desk provides a negative response. 7| Upload the negative response to the eFolder, if applicable. **_ _** ### II.ii.2.A.5.d. Notifying a VSO That Claims Documents Submitted Through D2D Failed to Upload The D2D application submission process does not have functionality to re-transmit documents that have failed to upload. Follow the instructions in the table below when claims documents submitted through D2D fail to upload. | **Step**| **Action** 1| Add a new contention in VBMS with the following attributes: | **In the field …**| **Enter …** CONTENTION| _D2D_. CLASSIFICATION| _Administrative Issue_. DATE OF CONTENTION| (default to DOC). TYPE| _New_. MEDICAL| _No_. 2| Send an encrypted e-mail to the Veterans service organization (VSO) that submitted the claims documents. * Enter the following in the subject line of the e-mail: _Requesting resubmission of D2D documents that failed to upload_. * Provide the following in the body of the e-mail: * date the EP was established * claim label * VBMS claim ID number * claimant’s name, and * an indication of what documents are missing. 3| Upload a copy of the e-mail to the eFolder. 4| Add a tracked item to indicate the failure-to-upload issue is pending resolution. 5| Add a note that states: _VSO contacted for assistance in obtaining documents that failed to upload_. 6| Follow the lost claims procedures in M21-1, Part II, Subpart ii, 2.A.3.b if the documents are not uploaded within 15 days. **_ _** **Notes:** * Telephone contact can be substituted for e-mail notification and is encouraged. Document successful contact on [_VA Form 27-0820_](). * Upload all e-mail(s) or [_VA Form(s) 27-0820_]() to the eFolder, if applicable. **References:** For more information on * creating a tracked item in VBMS, see the _VBMS Core User Guide_ , and * the appropriate tracked item for claims documents failing to upload, see [M21-4, Appendix D.1]().