Our Remote Signing Solution
Enabling your customers to sign their finance agreement from wherever they choose
- What if I lose connection or I need to leave my desk midway through the signing journey?
- My customer cannot provide me with their mobile phone number or email address, what should I do?
- What if some of the information inputted on the proposal is incorrect?
- What if my customer doesn’t receive their email?
- My customer doesn’t want to sign their agreement electronically
- My customer has declined to sign, what do I do next?
- I’ve been informed by the customer that they’ve failed the authentication process
- What’s the difference between signing away from the dealership and a distance sale?
- What happens if the credit taken out by the customer is above £60,260?
- What if my customer fails the validation process?
- What if there are two joint owners of the vehicle?
You can click on 'sign later' at any point in the journey, before you sign, and your progress will be saved. The system automatically saves your progress as you move through the journey, so if you experience issues, when you log back in, you can pick up where you left off by clicking on the launch button in your platform.
The option to sign electronically won’t be made available if the mobile number or email is absent. In any instances like this, use the wet sign process with the customer.
If you, or a customer, enters incorrect information, you must contact your Partner Hub to ask for the information to be updated. It’s really important that the customer’s email address and mobile phone number are captured accurately, otherwise they will not be able to sign their agreement.
Your customer will need to let you know that they haven’t received the email. If the email address needs changing, you’ll need to contact your Partner Hub to ask for this to be updated, then the documents will be re-sent. Alternatively, the customer can choose to wet sign their agreement.
If the customer doesn’t want to sign electronically that’s no problem, they can use the wet sign process instead.
If your customer has declined to sign, you should call the customer to understand why. This may be due to them changing their mind about their purchase, or their information may have been incorrect on the proposal.
When prompted to input the code, as per the authentication process, they will have three attempts to input their code correctly. After the third attempt, the customer will be locked out of the agreement and you’ll need to contact your Partner Hub to ask for the agreement to be resent.
Our new solution is a signing journey that enables customers to sign their finance agreement from anywhere, whether that’s their sofa, in the dealership, or whilst on holiday. Signing remotely does not automatically mean the sale is a distance sale. A distance sale only occurs when there has been no substantive face to face contact between the dealer and the customer which the dealer could later evidence before the customer is sent the documents.
There is a common perception that if the customer signs for their finance agreement outside of the dealership, that this is a distance sale, but this is incorrect. A sale is classed as a distance sale if the dealer and the customer have not had substantive face to face discussion before the customer is sent their finance documents.
For more information about distance sales, please visit https://www.themotorombudsman.org/distance-sales-faqs
If you have agreed with the customer that their finance is above £60,260 then a non-distance sale process must be followed.
If a customer fails the validation process they will be locked out of their documents and will be advised to contact you to help them resolve this. The proposal will be held in a queue along with some information to let our team know what’s caused the error. One of our team will then either reprocess the proposal to correct any errors, or they can trigger the documents to be re-sent, which gives the customer another opportunity to complete this step. If the customer is uncomfortable with the digital journey, they can use the wet sign process instead.
If there is a joint proposal, both customers will be emailed the documents to sign.