Part II, Subpart i, Chapter 2, Section CMail Management

Revised June 17, 2026

II.i.2.C.1.a#Classes of Mail

The table below describes the four classes of mail regional offices (ROs) routinely handle.

Reference: For more information on handling outgoing mail, see M21-1, Part II, Subpart i, 2.C.4.

Reference: For more information on the entities within an RO that are responsible for mail management, see M21-1, Part II, Subpart i, 2.A.4.

2Handling Incoming Mail

This topic contains instructions for handling incoming mail, including

• subclasses of incoming mail
• handling
  • priority and action mail, and
  • Veterans service organization (VSO) copies returned from centralized printing
• placing claims and 800 series work items under end product (EP) control, and
• handling
  • file mail
  • unidentified mail with a return address
  • in-process mail, and
  • unsolicited evidence.

Revised June 17, 2026

II.i.2.C.2.a#Subclasses of Incoming Mail

The table below describes the four subclasses of incoming mail.

II.i.2.C.2.b#Handling Priority and Action Mail

ROs screen and process mail packages uploaded to the Centralized Mail (CM) portal. Note: Compensation and pension mail received at ROs is shipped directly to the scanning vendors without prescreening. References: For more information on

• processing mail from members of Congress and other special controlled correspondence, see M27-1, Part I, 5.03
• claims requiring priority processing, see M21-1, Part X, Subpart i, 1
• procedures for processing CM packages, see M21-1, Part II, Subpart i, 2.A.5.c, and
• receipt, separation, and routing of physical mail in the mailroom, see M21-1, Part II, Subpart i, 1.A.2.

II.i.2.C.2.c#Handling VSO Copies Returned From Centralized Printing

Copies of communications for Veterans service organization (VSO) representatives that are centrally printed as part of CBCM will be mailed to the ROJ for local distribution by RO personnel. Important:

• Do not send any correspondence to the scanning facilities, as this will duplicate the letters which already exist in the electronic claims folder (eFolder).
• Do not shred VSO copies. They must be delivered to the service organization.

Reference: For more information on centralized printing, receipt, and dissemination, see the

• Talent Management System (TMS) course titled Centralized Benefits Communications Management (VA 4562424), and
• VBMS Core User Guide.

II.i.2.C.2.d#Placing Claims and 800 Series Work Items Under EP Control

ROs use VBMS, Share, and other computer applications to control pending workload. This workload is not limited to claims for VA benefits, as it also includes electronic 800 series work items, which are computer-generated notices that require action by the RO that receives them. When establishing control in VBMS or Share, users must select/enter the minimum required information shown in M21-1, Part II, Subpart iii, 3.A.1. M21-4, Appendix B contains guidelines for determining the correct date of claim (DOC). The table below provides information about exceptions to the general DOC guidelines.

Important: If a possible under/overpayment could result from the 800 series work item (such as removal of dependents from an earlier payment date), Veterans Service Centers must use the Potential Under/Overpayment special issue with a controlling EP to monitor timeliness in completing action on potential under/overpayments. For more information on monitoring timeliness in completing action on potential under/overpayments, see M21-1, Part II, Subpart i, 2.D.3.

Note : Emails received at VA facilities are uploaded to VBMS as portable document format (PDF) documents. The sent date on the saved document represents the date received; therefore, the sent date will be used as the DOC.

References: For more information on

• using Share, see the Share Online Help

• establishing claims, see M21-1, Part II, Subpart iii, 3.A.1

• EPs and DOCs for pre-discharge claims, see M21-1, Part X, Subpart i, 6.A, B, and E

• claim labels, see M21-4, Appendix C, and

• work items, see M21-4, Appendix B, 3.

II.i.2.C.2.e#Handling File Mail

Upload all file mail to a claims folder. Important: Do not place file mail under control in any claims processing system. References: For more information on

• processing mail in the CM portal, see M21-1, Part II, Subpart i, 2.A.5.c, and
• establishing a claims folder, see M21-1, Part II, Subpart ii, 1.A.

II.i.2.C.2.f#Handling Unidentified Mail With a Return Address

If a return address exists for mail that does not reference a Veteran or cannot be associated with a Veteran because the mail does not contain sufficient information to allow for accurate identification, then Printing of Unidentified Records (PUR), an automated system in VBMS, will

• create an Unidentified Mail Instruction letter that requests the sender to
  • identify the Veteran to whom the mail refers, and/or
  • provide sufficient information (claim number, Social Security number (SSN), branch of service, dates of service, etc.) to allow VA to identify the Veteran within its systems of record
• associate a unique quick response (QR) code to all documents in the mail packet and Unidentified Mail Instruction letter
• return the mail to the sender, and
• move all documents to the VBMS unidentified mail queue.

PUR will transfer all documents associated with the unique QR code from the VBMS unidentified mail queue to the Veteran’s eFolder when mail with the same unique QR code is received and identifies the Veteran in question. Follow the instructions in M21-1, Part II, Subpart i, 2.C.5 for handling unidentifiable mail. Important : The mail packet must be uploaded to the VBMS unidentifiable mail queue in either scenario.

II.i.2.C.2.g#Handling In-Process Mail

Upon identifying in-process mail, follow the procedure outlined in M21-1, Part II, Subpart i, 2.A.

II.i.2.C.2.h#Handling Unsolicited Evidence

All evidence received that does not correspond to a pending tracked item must be accurately recorded with the proper receipt date using the MANAGE EVIDENCE screen in VBMS. Important: Do not use VA-specific abbreviations or jargon when entering evidence description. Plain language should be used whenever possible as it may be visible in some electronic claims management platforms available for use by claimants and representatives. References: For more information on

• recording evidence in VBMS, see the VBMS Core User Guide , and
• processing solicited and unsolicited mail, see M21-1, Part II, Subpart i, 2.A.5.d.

3Handling Miscellaneous Mail

This topic contains instructions for handling miscellaneous mail, including

• descriptions of miscellaneous mail, and
• procedures for handling miscellaneous mail.

Revised September 6, 2018

II.i.2.C.3.a#Descriptions of Miscellaneous Mail

The table below describes the categories of miscellaneous mail.

II.i.2.C.3.b#Procedures for Handling Miscellaneous Mail

The table below contains procedures for handling miscellaneous mail.

4Handling Outgoing Mail

This topic contains instructions for handling outgoing mail, including

• descriptions of outgoing mail
• procedures for handling outgoing mail, and
• mailing through the CBCM program.

Revised June 17, 2026

II.i.2.C.4.a#Descriptions of Outgoing Mail

The table below describes the three categories of outgoing mail.

II.i.2.C.4.b#Procedures for Handling Outgoing Mail

The table below contains procedures for handling outgoing mail.

Note: Other RO or pension management center (PMC) claim-related mail is no longer forwarded through USPS to the other ROs/PMCs. Upload the mail to the CM portal.Reference: For more information on receipt, separation, and routing of physical mail in the mailroom, see M21-1, Part II, Subpart i, 1.A.2.

II.i.2.C.4.c#Mailing Through the CBCM Program

When mailing through the CBCM program, claims processors must finalize necessary packages created in VBMS Package Manager. Failure to finalize results in the package not being mailed to the recipient. Delete any unnecessary or erroneous draft package(s) from Package Manager to ensure it is not mistakenly finalized.Review the STATUS field in Package Manager to verify

• necessary letters have been successfully finalized and sent, and
• unnecessary letters
  • do not remain in NEW, FAILED TO FINALIZE, or DRAFT status, and
  • are deleted from Package Manager.

Necessary correspondence that is in a status other than IN_PROGRESS or SUCCESS must be finalized, and the corresponding tracked item(s) suspense must be updated, when appropriate.References : For more information on

• CBCM, see the TMS course titled Centralized Benefits Communications Management (VA 4562424)
• requesting document deletion in VBMS, see M21-1, Part II, Subpart ii, 2.A.2.b, and
• reviewing the STATUS field in Package Manager, see the VBMS Core User Guide.

5Handling Unidentifiable Mail

This topic contains information on unidentifiable mail, including

• definition of unidentifiable mail
• processing unidentifiable mail in CM
• supervisory review of unidentifiable mail
• records management officer (RMO) review of unidentifiable mail, and
• action required upon receipt of identifying information for unidentifiable mail.

Revised August 3, 2026

II.i.2.C.5.a#Definition of Unidentifiable Mail

For purposes of mail control and accountability, unidentifiable mail is defined as any mail lacking identifying attributes or adequate information necessary to

• conclusively identify an individual
• associate the correspondence with an existing claims folder, or
• create a new eFolder.

Important: All search options found in M21-1, Part II, Subpart ii, 1.A.1 must be exhausted before categorizing mail as unidentifiable.

II.i.2.C.5.b#Processing Unidentifiable Mail in CM

After reviewing all applicable systems to attempt to locate a Veteran, per M21-1, Part II, Subpart ii, 1.A.1.c, follow the steps in the table below to identify and document the unidentifiable mail in the CM portal.

Important : Annotate No evidentiary value on mail packets that contain only blank documents (including blank forms) or have no identifying information.

Reference : For more information on the CM portal, see the Centralized Mail Portal User Manual.

II.i.2.C.5.c#Supervisory Review of Unidentifiable Mail

Packets marked as unidentifiable mail will route to the UM FIRST AUTH queue for review by

• an intake processing center (IPC) supervisor (at least GS-12 assistant coach or above) when mail is processed by an RO, or
• a Centralized Support Division (CSD) Supervisory Program Support Assistant.

Important:

• The term supervisor will be used to describe both the IPC supervisor and the CSD Supervisory Program Support Assistant, unless otherwise noted.
• To access the queue, the IPC supervisor must be assigned a supervisor role within the CM portal.

The supervisor will review the unidentifiable mail daily in accordance with the table below.

I certify that I took the following actions to attempt to locate a Veteran record for this packet:

• Advanced profile search completed [date]

• BIRLS inquiry completed [date]

• Corporate Inquiry Person search completed [date]

• claims folder location search completed [date]

• CAPRI search completed [date]

• Contact with claimant via [telephone, fax, email, etc.] attempted [date], [time] (if contact information was available)

• _Contact with the submitting Veteran Service Officer via [telephone, fax, email, etc.] attempted [date], [time](if applicable) _

• Searched [name of address locator service] Web-based address locator services completed [date].

• approve the unidentifiable mail request by clicking the APPROVE button in the ACTIONS menu, and

• at the APPROVE pop-up prompting stating I certify that this is unidentifiable mail , select OK.

Notes :

• If the supervisor does not have access to an inquiry function identified above, another user with access should be consulted to attempt to identify the Veteran. In the event multiple users collaborate to execute the search actions outlined above, the note text must be edited to document the name of the employee(s) who completed actions the primary user could not access.

• The certification outlined above

  • must only attest to the actions the user (individually, or with assistance) was able to complete

  • may only be added after all applicable actions listed in the note have been completed, and

  • is the permanent note that documents unsuccessful contact attempts with the claimant and/or authorized representative, as specified in M21-1, Part III, Subpart i, 2.D.1.e.

• Summarize the details of successful telephone contact with the claimant and/or authorized representative on VA Form 27-0820._ _

Reference : For more information on the CM portal, see the Centralized Mail Portal User Manual.

II.i.2.C.5.d#RMO Review of Unidentifiable Mail

Packets approved as unidentifiable mail in the UM FIRST AUTH queue will route to the UM FINAL AUTH queue for review by the records management officer (RMO) or authorized designee. The RMO will review all unidentifiable mail in the UM FINAL AUTH queue to ensure that both the user and IPC supervisor or CSD Supervisory Program Support Assistant have provided the note indicating the steps taken to identify the Veteran.Important : The term supervisor will be used to describe both the IPC supervisor and CSD Supervisory Program Support Assistant, unless otherwise noted.Refer to the table below for necessary RMO actions to complete the review of the unidentifiable mail.

II.i.2.C.5.e#Action Required Upon Receipt of Identifying Information for Unidentifiable Mail

Once documents in packets marked as unidentifiable mail are approved by the RMO, the packets

• with return addresses are * uploaded to the VBMS unidentifiable mail queue, and * automatically associated with the Veteran’s eFolder when a response identifying the Veteran is received (as discussed in M21-1, Part II, Subpart i, 2.C.2.f), or
• without return addresses * are marked as UM Confirmed , and * will remain viewable in the CM portal through the SEARCH feature indefinitely.

Follow the steps in the table below to search for unidentifiable mail marked as UM Confirmed , when information is received that may lead to identification of these packets.

6Handling Returned Undeliverable Mail

This topic contains information on issues concerning mail returned as undeliverable due to an improper address, including

• effect of undeliverable mail on a pending claim or running award
• categories of undeliverable mail
• handling undeliverable nonessential mail
• procedure for obtaining a correct address for undeliverable, essential mail
• handling undeliverable essential mail upon identification of a new address
  • EP is still pending, and
  • EP no longer pending
• final attempt to obtain an updated address for undeliverable claimant notifications and essential mail
• rating review of undeliverable third-party development mail – no EP pending
• final actions when a correct address for essential mail is unobtainable
• effect of undeliverable mail on the one-year time limit for submission of evidence
• claimants who are unable or unwilling to furnish a correct address, and
• checks or correspondence not collected from Agent Cashiers within 30 days.

Revised June 17, 2026

II.i.2.C.6.a#Effect of Undeliverable Mail on a Pending Claim or Running Award

A claimant’s address does not constitute evidence. Do not consider a claim to be abandoned solely because the claimant’s address is unknown. If an award is stopped because a beneficiary’s address is unknown and checks are undeliverable, payments may be resumed effective the day following the date of last payment if

• entitlement is otherwise established, and
• the claimant furnishes a valid, correct address.

References: For more information on

• resuming payments when an award is stopped because the claimant’s address is unknown, see 38 CFR 3.158(c), and
• homeless claimants, see 38 CFR 1.710.

II.i.2.C.6.b#Categories of Undeliverable Mail

Undeliverable mail generally falls within one of two categories:

• essential (has evidentiary value), or
• nonessential (has no evidentiary value).

The table below provides common examples of both categories of undeliverable mail.

Note: Most centrally generated correspondence, such as COLA notices or outreach letters, are mailed in green envelopes to make the identification of nonessential mail easier.

Note: Designated intake personnel are responsible for screening and processing all undeliverable mail until adjudication action is required, such as rating or development.

Exception: The IPC is expected to undertake telephone development to obtain a correct address and all steps outlined in M21-1, Part II, Subpart i, 2.C.6.c-g, as instructed.

II.i.2.C.6.c#Handling Undeliverable Nonessential Mail

Upon receipt of undeliverable nonessential mail, the IPC user checks to see if the envelope in which VA originally enclosed the mail has a yellow-colored, USPS sticker that shows a forwarding address.

• If the sticker with the forwarding address is present
  • establish an EP 400 with a correspondence claim label in accordance with M21-1, Part II, Subpart iii, 3.A.1
  • during VBMS establishment, assign the claim to the non-rating lane
  • enter undeliverable mail as a contention
  • update the beneficiary’s record to reflect the new address using the guidance in M21-1, Part II, Subpart iii, 3.B.1
  • if being screened electronically, download the mail from the portal for printing
  • generate a Return Mail cover letter
  • send the mail and cover letter to the new address
  • upload a copy of the cover letter to the eFolder, and
  • clear the EP 400.
• If no forwarding address is present
  • upload the mail being screened electronically to VBMS, and
  • destroy the returned nonessential mail (including the envelope), if screening in paper.

Notes:

• All returned mail envelopes providing address information received in the RO must be forwarded to the scanning vendor for upload into the Veteran’s claims folder.
• When the original version of undeliverable nonessential mail is available in the claims folder, download a clean copy of the letter to re-mail to the claimant instead of using the poorer quality CM scanned version. Ensure the Return Mail letter is attached to the top with the proper updated address before returning the mail.
• Whenever possible, where mail is being resent, create a package consisting of the mail and the Return Mail letter for centralized printing.

Reference: For more information on downloading mail from the CM portal, see the Centralized Mail Portal User Manual.

II.i.2.C.6.d#Procedure for Obtaining a Correct Address for Undeliverable Essential Mail

Because telephone numbers are less likely to change during moves, whenever possible, use telephone development as the first action to obtain a corrected address for undeliverable mail and document the results in accordance with M21-1, Part III, Subpart i, 2.D.1.e.
Follow the steps in the table below when telephone development fails to obtain the correct address for undeliverable essential mail.

Note: A related EP is an EP that is or was pending for the claim or other action associated with the original sending of the mail.
Important:

• To avoid duplication of efforts, document all attempts to locate a correct address by

  • associating redacted/sanitized screen prints of third-party address locator service results (only to the extent they relevantly reflect an updated address) with the claims folder, and

  • noting the systems used during a search.

• Do NOT send any undeliverable FTI mail to the scanning vendor. Follow safeguarding procedures outlined in M21-1, Part XIV, 4.B.

References: For more information on

• processing changes of address, see M21-1, Part II, Subpart iii, 3.B.1, and

• logging the movement of FTI, see M21-1, Part XIV, 4.B.2.j.

II.i.2.C.6.e#Handling Undeliverable Essential Mail Upon Identification of a New Address– EP Is Still Pending

When a new address is obtained for undeliverable essential mail, using the guidance in M21-1, Part II, Subpart i, 2.C.6.d, and the related EP is still pending

• the IPC
  • updates the address using the guidance in M21-1, Part II, Subpart iii, 3.B.1
  • associates the undeliverable mail with the claims folder
  • manages evidence in VBMS (if applicable), and
  • updates corresponding suspense dates or adds a tracked item appropriate for the type of essential mail being handled to ensure timely action by a claims processor, and
• the assigned claims processor
  • closes related tracked items
  • generates new letter(s) with correct address
  • creates new tracked items(s)
  • resends the letter(s) to the claimant via centralized printing, and
  • updates corresponding suspense dates, when necessary.

Notes:

• Do not upload FTI directly into the VBMS documents folder. FTI is stored in a restricted FTI repository outside of VBMS.
• When a prior partial rating decision was completed but deferred items resulted in the EP being continued at authorization and the notification letter for the partial rating is returned, follow the procedures at M21-1, Part II, Subpart i, 2.C.6.f to update the address and return the notification letter except that EP 400 will not be established or cleared nor will a tracked item be necessary.

References : For more information on

• logging the movement of FTI, see M21-1, Part XIV, 4.B.2.j
• safeguarding FTI, see M21-1, Part XIV, 4.B
• handling returned mail notifying the Veteran of a scheduled VA examination, see M21-1, Part IV, Subpart i, 2.F.1.c
• tracked items, see M21-4, Appendix D, and
• establishing a diary when resending VA Form 21P-0537, Marital Status Questionnaire, or VA Form 21-0538, Mandatory Verification of Dependents, to the proper address, see M21-1, Part VII, Subpart i, 1.B.5.a.

II.i.2.C.6.f#

Handling Undeliverable Essential Mail Upon Identification of a New Address –EP No Longer Pending

Follow the steps in the table below when

• a new address is obtained using the guidance in M21-1, Part II, Subpart i, 2.C.6.d, and
• the related EP is no longer pending.

Important: Do NOT send undeliverable FTI to the scanning vendor. Follow safeguarding procedures outlined in M21-1, Part XIV, 4.B.

Notes:

• When the original version of undeliverable essential mail is available in the claims folder, download a clean copy of the document to re-mail to the claimant instead of using the poorer quality CM scanned version. When the remailed information does not include the claimant’s proper address, ensure the Return Mail letter is attached to the top with the proper updated address before returning the mail. Send the mail through centralized printing.

• Use the appropriate claim label for the EP 930 corresponding to the previously pending EP. Claim labels include

  • Non-Rating Control

  • Rating Control

  • PMC – Non-Rating Control

  • PMC – Rating Control , or

  • PMC – DIC Rvw/Ref/Other.

Exception: EP 930 does not apply to returned mail issues for legacy appeals, which can be controlled by reestablishing an EP 170.

II.i.2.C.6.g#

Final Attempt to Obtain an Updated Address for Undeliverable Claimant Notifications and Essential Mail

When an updated address cannot be obtained using the guidance in M21-1, Part II, Subpart i, 2.C.6.d for claimant or beneficiary notifications and other essential mail refer to the table below. — Step — Action 1 — The IPC

• establishes an EP 290 with the claim label
  • Disappearance of Veteran, or
  • PMC-Eligibility Determination for a non-Veteran, and
• assigns the claim to the non-rating lane.

2 — Is the direct deposit information available?

• If yes , send a letter to the financial institution for a current mailing address.
• If no , follow the guidance in M21-1, Part II, Subpart i, 2.C.6.i.

3 — The claims processor takes further action as provided in the table below after the suspense period for the development has expired or an address is obtained. — If an address … — Then the claims processor … is obtained

• resends the claimant notification and/or other essential mail, and
• clears EP 290.

is not identified within 30 days of the date the letter is sent — follows the guidance in M21-1, Part II, Subpart i, 2.C.6.i.

Note: The actions in M21-1, Part II, Subpart i, 2.C.6.d must be completed before following the procedures described in the table above. When the actions have not been completed, the claims processor must complete all actions from M21-1, Part II, Subpart i, 2.C.6.d before proceeding with the steps in the table above.

II.i.2.C.6.h#Rating Review of Undeliverable Third-Party Development Mail – No EP Pending

When a new address is available for returned mail related to the development of a completed claim or legacy appeal, the rating activity must determine if receipt of the evidence requested in the development could change the outcome of the decision. Use the table below to determine the appropriate action based on the review.

II.i.2.C.6.i#Final Actions When a Correct Address for Essential Mail Is Unobtainable

Take the actions described in the table below if a correct address for a claimant or beneficiary with undeliverable essential mail is unobtainable.

Note : Use the table below to determine proper procedures for handling other pending EPs that are not directly associated with the returned mail.

Important:

• If the award is suspended due to undeliverable checks, contemporaneous notice is acceptable.

• If no EP is running initially, then send notice of proposed adverse action under EP 290.

References: For more information on

• contemporaneous notice, see M21-1, Part X, Subpart ii, 3.C

• disappearance of a Veteran, see M21-1, Part VI, Subpart iii, 4, and

• contact information for hubs, see M21-1, Part X, Subpart ii, 6.C.1.d.

Notes:

• For eFolders, ensure the mail and its original envelope are sent to the scanning vendor.
• Do NOT send undeliverable FTI mail to the scanning vendor. Follow safeguarding procedures outlined in M21-1, Part XIV, 4.B.

II.i.2.C.6.j#Effect of Undeliverable Mail on the One-Year Time Limit for Submission of Evidence

Do not extend the one-year time limit for submission of evidence in support of a claim if

• VA sent the request for evidence to the claimant’s last known address
• the request was returned as undeliverable, and
• attempts to obtain a correct address were unsuccessful.

Reference: For more information on the one-year time limit, see 38 CFR 3.158(a).

II.i.2.C.6.k#Claimants Who Are Unable or Unwilling to Furnish a Correct Address

If a claimant or beneficiary is unable or unwilling to furnish a correct mailing address but wishes to continue pursuing a claim and/or receiving benefits, send the correspondence and/or benefit checks to the

• Agent Cashier of the office or center having jurisdiction over the claims folder, or
• Agent Cashier of any VA facility deemed appropriate.

Reference: For more information on the delivery of correspondence or benefit checks to homeless claimants, see 38 CFR 1.710(d).

II.i.2.C.6.l#Checks or Correspondence Not Collected From Agent Cashiers Within 30 Days

The table below describes the handling of checks and correspondence that beneficiaries and/or claimants fail to collect from Agent Cashiers within 30 days.