See what happens when a customer signs or declines
How your customer signs a document you sent, what you get back when they sign or decline, and what to do when a signing link expires.
- Who can do this
- People with the Manage customer files permission
When you send a PDF for signature, the signer gets an email with a Review & sign button. To send one, see Request documents and signatures from a customer.
What the signer does
- Step 1: They open the link and read the document on the page. No account or password is needed.
- Step 2: They choose Type or Draw and confirm their Full legal name, which starts as the signer name you entered. Draw lets them sign with a finger or a mouse.
- Step 3: They check the box to agree to sign electronically and click Sign document.
When they sign
- A signed copy lands on the customer's Files tab with a Signed badge, named after the document with (signed) at the end. It's shared to their portal.
- The signed copy ends with a Certificate of Completion page. It shows their signature and an audit trail: when the request was created, the email it went to, and when it was viewed and signed.
- The signer is emailed their copy, with a Download your signed copy button.
- You get an email saying it was signed, as long as Contract signed is on in Settings › Notifications.
When they decline
The signer can click Decline instead, give an optional reason and click Confirm decline. The file then shows Declined, and you get an email with their reason under the same Contract signed notification.
Expired and canceled requests
A signing link lasts 30 days from when you send it. After that the file shows Expired and the link stops working. If you choose Cancel signature request, it shows Canceled. For a declined, expired or canceled document, choose Send for signature from the file's menu again to send a fresh link.
Tip: Still waiting? Send reminder in the file's menu emails the signer the link again. A reminder doesn't add more time.