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.

Quick answer: "Did they sign?"

If status is…	Tell the customer…	Your next step
Draft	"We have not sent the agreement yet."	Send or cancel the draft
Sent or Viewed	"Please check email (and spam) for the signing link."	Resend Email from the preview window
Completed or Signed	"Yes—we have your signed copy on file."	Download PDF if they need a copy
Cancelled or Expired	"That link is no longer active."	Create and send a new contract

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. If two people have similar names, compare email and company on the record header.

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

Contracts and uploads both appear as cards, but they open different screens when you click them.

1. Click a contract card

   Click the agreement you want to review.

   Expected result: A contract page opens with a status badge at the top, a progress tracker (Prepared → Sent → Viewed → Signed), and action buttons such as Resend email, Download PDF, or Cancel contract.

2. Click a document card

   Click an uploaded file (insurance, registration, and so on).

   Expected result: A smaller preview window opens with Download or View—the same as before.

Expected result: You can tell whether you are looking at a signing workflow (contract page) or a simple file upload (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.

Choosing the right action (quick guide)

Use this table when a customer calls or a contract card looks confusing:

Status on the card	What it usually means	What your team should do
Draft	Created but not emailed yet	Open the card → Email to send, or Cancel contract if it was a mistake
Sent	Email went out; customer has not opened it	Wait a few hours, then Email again. Confirm the email address on the record first
Viewed	Customer opened the link but did not finish	Call or text a reminder. Email again if needed
Completed / Signed	Customer finished	Download PDF for your files. No resend needed
Cancelled	Unsigned request stopped	Create a new contract if they still need to sign
Expired	Link passed its expiration date	Create and send a new contract

Step 5: View, download, or resend a contract

On the contract page (opened from a contract card), look for these actions:

• View contract or Preview — opens the agreement in the browser (same type of page the customer uses to sign).
• Download PDF — saves a copy to your computer. For proof, use a contract whose status is Completed or Signed.
• Resend email — sends the signing message again when status is Sent or Viewed.
• Cancel contract — stops an unsigned request the customer should not finish.
• Amend or Version history — appears on signed contracts when your template allows amendments. See Amend a signed contract.

1. Download a signed PDF for your files

   Open a Completed contract card. Click Download PDF.

   Expected result: Your computer saves a PDF that includes the customer's signature (and facility signature when Team signs last was used).

2. Resend when the customer did not get email

   Open a Sent or Viewed contract. Click Resend email.

   Confirm the customer's email if asked. Tell the customer to check spam or junk folders.

   Expected result: They receive a fresh message with the signing 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 to open the contract page, then click Cancel contract.

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.

Uploaded files appear as document cards (not contract cards). They usually show the document type name—Insurance, Registration, and so on—without a signing status like Sent or Completed.

1. Click the document card

   Click the upload you want to review. A preview window opens—similar to contracts, but for files customers or staff uploaded.

   Expected result: You can read the file name, document type, and any notes your team added.

2. Open or download the file

   Use Open full view (or View) for photos and PDFs inside the browser. Use Download to save a copy to your computer for insurance or audit requests.

   Why this matters: Contracts need a Completed status for a signed PDF. Uploads are ready to view as soon as they appear on the record.

Check each upload:

• 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.