What you will accomplish

You will open a customer record, find signed agreements and uploaded files, understand what each status means, and download or void records when your facility needs proof or corrections.

When to use this guide

Use this guide when:

• A customer says they already signed.
• You need a PDF copy for your files or insurance.
• You must confirm insurance or registration was uploaded.
• A signed agreement should no longer be treated as valid but must stay in history.
• A contract still shows Sent or Viewed and you need to know what to do next.
• You need to resend a signing link or cancel an agreement the customer should not finish.

Before you start

• Know which customer you are reviewing.
• Sign in as a team member who can view customer records.
• If you plan to void or cancel a contract, know the plain-language reason first.

Step 1: Open the customer record

1. Open Contacts

   Go to Contacts.

2. Search and open the customer

   Search by name, company, email, or phone. Open the matching record.

   Expected result: You see the correct customer before viewing private documents.

Step 2: Open Documents & Contracts

Scroll to Documents & Contracts on the customer page.

This section shows:

• Contract cards — agreements sent for signature, each with a status badge (Draft, Sent, Viewed, Completed, and more).
• Document cards — uploaded files such as insurance or registration.

You can use the search box (Search documents and contracts...) when the list is long. The header may show a count such as 2 documents, 1 contract when both types are on file.

Expected result: You see contract cards, document cards, and colored status badges on each agreement.

Step 3: Open a contract or document

1. Click the card

   Click the contract or document card you want to review.

   A preview window opens with more details and action buttons.

Expected result: You can read the status, add a short description note, and use the buttons at the bottom of the preview window.

Step 4: Understand contract statuses

Read the status on the contract card or in the preview window.

Expected result: You know whether to wait, resend, download, or create a new agreement.

Step 5: View, download, or resend a contract

In the preview window, look along the bottom and top for action buttons. Labels may vary slightly, but you will usually see:

• View contract — opens the agreement in the browser (same type of page the customer uses to sign).
• PDF or Download PDF — saves a copy to your computer. For proof, use a contract whose status is Completed or Signed.
• Email — sends the signing message again when status is still Draft, Sent, or Viewed.
• Cancel contract — stops an unsigned request the customer should not finish (often on the lower-left of the preview window).
• Description — an editable note field on the preview window. Changes save when you leave the field.

1. Download a signed PDF for your files

   Open a Completed contract card. Click PDF (or Download PDF).

   Expected result: Your computer saves a PDF that includes the customer's signature.

2. Resend when the customer did not get email

   Open a Sent or Viewed contract. Click Email.

   A confirmation window appears. Read the message—it usually names the customer and says a signing link will be emailed. Click Send email to continue.

   Tell the customer to check spam or junk folders. Confirm the email on the customer record is correct before resending.

   Expected result: Status stays Sent or Viewed until they finish signing; they receive a fresh message with the link.

Step 6: Cancel an unsigned contract

Use Cancel contract when the customer should not finish signing—for example, wrong vehicle, wrong template, or they chose not to store the car.

1. Open a Draft, Sent, or Viewed contract

   Click the contract card, then look for Cancel contract—usually on the lower-left of the preview window.

2. Read the warning

   A dialog explains that cancelling stops the signing request. This is normal when you need to start over.

3. Confirm cancellation

   Follow the on-screen steps to cancel. The status should change to Cancelled.

   Expected result: The customer can no longer sign that link. Create a new contract if they still need an agreement.

Step 7: Review uploaded documents

In the same Documents & Contracts area, review uploads such as insurance cards, registration, titles, or licenses.

Click a document card to open the preview window. Use Open full view for photos and PDFs, or Download to save a copy.

Check:

• The document type label is correct.
• The file belongs to this customer.
• The file is linked to the right car when a car is shown.
• The file is readable and current (not expired insurance, for example).
• Notes explain anything staff should know later.

Expected result: You know whether the customer provided the files your facility requires.

Step 8: Add helpful notes

If a file or contract needs context, add a short description when the app allows it.

Good examples:

• Insurance card expires 03/31/2027.
• Signed replacement agreement after vehicle change.
• Title copy provided by spouse.

Avoid vague notes like Important or See file—future staff may not know what you meant.

When a signed agreement should no longer be used

Sometimes a Completed contract must stay in history but should not be treated as the active agreement—for example, the customer sold the vehicle or signed a replacement agreement.

What success looks like

• You can find signed agreements quickly on the customer record.
• You can download final signed PDFs.
• You can tell which uploads are present and which are missing.
• Statuses clearly show what still needs a phone call or resend.
• Important context is written in the description field when a contract is outdated but kept for history.

Troubleshooting

What to do next

If the customer still needs to sign, follow Send a contract for signature. For several vehicles at once, see Send multiple contracts in one signing link.

If missing uploads block onboarding, review Configure document requirements or add files with Upload a document for a customer.