How to decline or void a document and record the reason

Step by step

When the client declines

1. The client opens the document link they received.
2. They click the top-right menu and choose Decline Document.
3. They tick one or more reasons (if available) and optionally add notes.
4. They click Submit. The document becomes Declined, moves to Archived and can no longer be signed.

When your team voids it

1. Open Payments › Documents & Contracts and find the sent document.
2. Use the decline action available for sent documents.
3. Confirm. The document follows the same path: Declined status and the Archived folder.

See who declined and why

1. In Documents & Contracts, open the Archived tab.
2. Open the document and click View History.
3. You'll see who declined, the date and time, the selected reasons and any notes.

React automatically to a decline

1. In Automation › Workflows, create a workflow with the Documents & Contracts trigger.
2. In the Status filter, choose Declined.
3. Add your actions: a follow-up email to the client, an internal notification, a task, or moving the opportunity to Lost.
4. In emails, you can insert the values Document Decline Reasons (list of reasons) and Document Decline Reasons Body (the client's notes).
5. Save and publish.