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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.

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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.

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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.

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Quick answer: “Did they sign?”

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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.
Open the record from emailWhen a customer emails a file, click their name in Inbox (if linked) or search All Contacts by the From email address. That is faster than guessing which customer folder they belong in.

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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. Type part of a file name, contract title, or status word like Sent or Insurance to narrow the list quickly. The header may show a count such as 2 documents, 1 contract when both types are on file.
Customer Documents and Contracts section showing an uploaded insurance document and a Sent storage contract
Documents & Contracts is the main staff view for agreements and uploads on one customer. Each item is a card you can click. Expected result: You see contract cards, document cards, and colored status badges on each agreement.

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Step 3: Open a contract or document

Contracts and uploads both appear as cards, but they open different screens when you click them.
Contract cards (agreements with statuses like Sent, Completed, or Awaiting team signature) open a full contract page where you can resend email, download PDFs, cancel unsigned requests, or amend signed agreements.Document cards (uploads such as insurance or registration) open a preview window where you can view or download the file.
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.
Contract status page showing Sent badge, progress steps, and Resend email button
Contract cards open this full page. Use it to resend email, download PDFs, or cancel unsigned agreements. Expected result: You can tell whether you are looking at a signing workflow (contract page) or a simple file upload (preview window).

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Step 4: Understand contract statuses

Read the status on the contract card or in the preview window.
Draft — your team created the contract but has not sent it yet. Action: send when ready, or cancel if it was a mistake.Sent — the customer was emailed a signing link. Action: wait, resend, or call the customer if it has been a while.Viewed — the customer opened the contract but has not finished signing. Action: remind them to complete signature and initials.Awaiting team signature — the customer finished, but your facility must counter-sign (Team signs last templates). Action: follow Counter-sign after the customer.Signed / Completed — everyone who must sign has finished. Action: download the signed PDF for your records.Waiting for facility signature — the customer signed first; your team must Counter-sign when the template uses Team signs last.Cancelled — the signing request was stopped before completion. Action: create a new contract if the customer still needs to sign.Expired — the signing link passed its expiration date. Action: create and send a new contract.Voided — the signed agreement stays in history but should not be used anymore. Action: send a replacement agreement if the customer still needs a valid contract.
Expected result: You know whether to wait, resend, download, or create a new agreement.

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Choosing the right action (quick guide)

Use this table when a customer calls or a contract card looks confusing:
Cancel vs create newCancel is for unsigned agreements the customer should not finish. Completed agreements stay on the record for history—add a note in Description if an old agreement was replaced, then send a new contract when they need a valid agreement on file today.

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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.
Use the signed PDF for proofFor insurance, audits, or disputes, use the downloaded file from a Completed contract. That file includes the customer’s signature.

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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.
Cancel contract dialog with a danger zone warning before stopping an unsigned agreement
Cancel contract appears on unsigned agreements. Use it when the wrong agreement was sent or the customer no longer needs to sign.
Where to find CancelCancel contract usually appears on the lower-left of the preview window when the agreement is still Draft, Sent, or Viewed. You will not see it on Completed agreements—those are already signed.

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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.
Document or contract preview window showing status, description field, and Download or View buttons
Uploaded files and contracts use the same preview window. Contracts show signing status; uploads show the document type and file details. 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.

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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.

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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 to do today: Keep the old card on the customer record for history. Add a clear note in the Description field on the preview window (for example, Replaced by new agreement 05/2026 — do not use). Send a new contract if the customer still needs a valid agreement on file.If your facility uses a formal void workflow, follow your manager’s process. On the current Documents & Contracts cards view, staff use Cancel contract for unsigned requests and keep signed PDFs for history rather than deleting completed agreements.

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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.

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Troubleshooting

I cannot find the signed contractConfirm you opened the correct customer. Some people have more than one record—search by email and company name in Contacts.
Status is still Sent or ViewedThe customer has not finished signing. Resend the email or call them. Ask if they are stuck on location permission, initials, or a required field.
The downloaded file looks unsignedWait until status is Signed or Completed, then download again. Earlier downloads may be the unsigned draft.
Wrong file type on an uploadUpdate the document type if staff can tell what the file really is. If the file itself is wrong, ask the customer to upload the correct document.
I cancelled the wrong contractIf you cancelled a contract the customer still needs to sign, create and send a new one from New Document > Contract. Double-check the vehicle and email before sending.

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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.