What happens if there is a "change requested" by the notary or consumer?

Erin Pierce -

Notary requests the change:

If you have the "Attempt to confirm appointment with the signer" setting turned on (which you can adjust in your Order Settings), the notary will be prompted to call the borrower and confirm that the time and date of the signing work. Learn more about this feature.

However, sometimes a change needs to be made to the signing logistics and so this feature allows for that as well!

*Please note: If there is no phone number on the order for the borrower, the notary will not be prompted to confirm the appointment even if the setting is turned on.

Step 1: When the notary clicks into the order on their dashboard, they will see this:



Step 2: After the notary calls the borrower they will click "Confirm" and a window will open where they have 2 options to confirm or to note that the borrower is unavailable.



Step 3: Once the notary has clicked "send update," you will see a few indicators on your end. 

On the dashboard you will see a yellow exclamation point noting that a change was requested:


Within the order there are a couple indicators. First you should see a yellow "Change Requested" square under the borrowers name:


And you will see a comment on the order:



Step 4: Click on "Change Requested" in the upper left corner and a window will open that will show you the notary's comments as well as give you the opportunity to remove the "Change Requested" status:




Step 5: Edit the order to reflect the new time. The notary will then be prompted to confirm the appointment again. 


Consumer requests the change:

If you have chosen to include the consumer and give them basic access to the order, they will have the option to confirm the appointment or request a change in the confirmation email. 

If the consumer requests a change, you will see the same orange "Change Requested" icons on the dashboard and on the order, as noted in step 3 above. You will also see a comment from the  consumer in the Activity feed:


The process for making the change is then the same as above. 


Related Articles:

Automatically prompt notaries to confirm appointment with the borrower

Order Settings

Consumer access to Snapdocs order

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