Understanding Payment Link Status

Payment links have multiple steps that customers must complete:

1. Submit details - Customer enters basic information

2. Add payment method - Customer provides payment details

3. Sign documents - Customer signs required agreements (like IPA/Docusign)

4. Confirm and Pay - Final confirmation step

A payment link is considered complete only when the customer completes all steps, including clicking "Confirm and Pay" at the end.

Common Incomplete Scenarios

Customers often think they've completed the link when they've only:

• Submitted their details, but haven't added payment information

• Added payment details, but haven't signed the required documents

• Signed documents, but haven't clicked the final "Confirm and Pay" button

What to Tell Customers

If a payment link shows as incomplete, ask the customer to:

1. Return to the original payment link

2. Complete any missing steps in the flow

3. Ensure they click "Confirm and Pay" at the final step

You can resend the payment link if needed, as incomplete links remain active.

Email Delivery Issues

If customers report not receiving payment links or documents:

• Check that the email address is correct

• Ask them to check their spam/junk folders

• Share the link or documents manually as needed

DocuSign emails in particular may end up in spam folders, so we always suggest customers check there first.

If you have any questions, don't hesitate to reach out to us at support@capchase.com.