Problem:
Title agent/Client is insisting the recipient eSigned the document but ST shows that it isn’t signed. There is currently a situation that the document isn't making it's way to the DocuSign Prepare and Send view, and our customers are having to reupload it. For some reason, this causes 2 problems: 1) ShortTrack doesn't report the envelope in CheckStatus or STX. 2) the signed document isn't returned to the customer's software.
Solution:
Ask the title rep if they have checked the status of the DS. In the same email provide instructions for checking status. Verify TPS and send them appropriate instructions.
Verify with Chris. Send him the following requesting
a. data _ID
b. _ds_env_id
Also, ask Chris to verify if there are any other envelopes created by the user (not tagged to the transaction) using their email address.
After verifying that the document has not been signed, respond with some version of this:
"Got it. That can happen sometimes. In this case, DocuSign is showing that it hasn't been signed or viewed. Maybe they're referring to a different document? Are you able to ask them to search for "DocuSign" in their email again?
Separately, you can always check DocuSign status using "eSignature: Check Status". Have you used "eSignature: Check Status" before? Let us know if you'd like us to walk you through the video that was previously attached."
Steps customer can take to get the document:
...
When the document is found and/or need to confirm that this is what happened:
As of 02/07/22, customers will get this message when there is a delay with the transfer of documents:
"It appears your document is still transferring. If you want to proceed to Docusign and upload the document directly, click here. Otherwise, please wait and when the document is ready, this message will disappear and you will be able to click the "Prepare" button. (Do not refresh this page; it will automatically update.) Contact support@shorttrack.io with any questions."