A lost receipt is a different onboarding problem from a messy receipt folder

I build CleverNote. This week I replied to someone who thought losing a receipt meant they could no longer get their controller repaired under warranty. I asked whether the purchase was online or in a shop, then suggested checking order history or asking the shop for a replacement receipt. I haven’t heard back, so I don’t know whether that helped. It made me question the starting point of a document app. A demo usually begins with a receipt ready to upload. This person needed to find out whether they could get a copy at all. That’s a different first step from organizing a messy folder. I’d want to understand where the document might still exist before asking someone to import it. For founders working on document tools: how do you handle onboarding when someone arrives with a missing document and nothing to upload yet?