Infinity3 Help Centre

Check a formal document decline and its recorded feedback so your team can decide the appropriate next step.

Before you start

You’ll need access to Documents & Contracts and the relevant customer record. Distinguish a formal decline from a document that is simply waiting for a signature.

Find the decline

1. Open Payments → Documents & Contracts.
2. Open Archived to find declined documents.
3. Select the intended proposal or agreement.
4. Open View History.
5. Review who declined it, when it happened and any reasons or notes supplied.

Recipients can use Decline Document in their document’s top-right menu where available. A declined document is archived and can no longer be signed.

Decide what happens next

Record the outcome on the customer’s contact or opportunity and assign any agreed follow-up.

If revised terms are appropriate, prepare a new draft and review it before sending. Make clear that it replaces the declined proposal.

If the customer is not proceeding, review related reminders or follow-up sequences so your team does not continue asking them to sign the declined document.

Automate an internal alert

Where supported, use a Documents & Contracts workflow trigger with Status set to Declined, filtered to the relevant template. Test it before relying on it.

Things to know

• An unsigned document does not automatically mean the customer declined.
• Decline feedback may explain the decision but still need clarification from the customer.

Contact Infinity3 with the document and expected status if the record appears incorrect.