Remind a customer to sign — resend the signature link

Note: This signature flow is for residential offers. Commercial offers are signed a different way, so use the commercial planning guide for those.

When you've sent an offer for signature and the customer hasn't acted on it, the most common next step is to resend the link: same offer, same document, fresh email. The Notify action handles that. If the customer needs to see a changed version of the offer, withdraw the pending request and send a fresh one (see Revoke offer).

Who this is for

• Account managers following up on pending signatures before the link expires.
• Installer admins routing reminders when the customer says the email never arrived.
• Field workers prompting on-site customers who lost the original link.

Before you start

• A pending signature request must already exist on the offer. If you withdrew the original or it expired, send a fresh request instead. See Preview, variants, legal texts, and offer link validity.
• Confirm the customer's email address on the request is correct. If the customer says they didn't receive it, a wrong address is the most common cause.
• Decide whether you want to resend the same offer (Notify) or send an updated version (withdraw and re-send).

Resend the signature link

1. Open the offer in the Portal.
2. Go to Finalise > Signatures.
3. On the pending signature row, click Notify.
4. Confirm Send e-mail? in the dialog.

The customer gets a fresh email with the same link and the same document. The document the customer sees is identical to the first email.

Note: The resent email reuses the same subject as the original send, "Your quote is ready" by default (German: "Ihr Kostenvoranschlag steht bereit"), or whatever you set it to for your workspace. The subject and body stay identical to the first send, so the customer knows it's a reminder only if they compare the two timestamps. To customise the message, send a follow-up from your own inbox pointing them at the original signature email. If you want the customer to know a reminder is on its way, mention it in a separate channel such as a chat message, a phone call, or a text.

When to send a fresh signature request instead

If you've edited the offer between sends (changed pricing, swapped variants, fixed a typo in the document) Notify is the wrong action. The pending request stays fixed to the offer as it was at the original send, so Notify emails the customer the earlier version.

For changes, the flow is:

1. Withdraw the pending signature request (see Revoke offer).
2. Edit the offer freely.
3. Send a fresh signature request from the Send for signature action.

The customer gets a new email with a new link and the updated document.

Confirm the reminder went out

After clicking Notify, check the offer's activities feed. You should see a Customer notification about signature request sent event with a timestamp. The send went out when that event appears.

Reonic records the send in the activity feed. Delivery to the inbox depends on the customer's mail provider, so if the customer says they still didn't get the resent email, check their spam folder first, then verify the email address on the request, then either Notify again or change the address and resend. See Track openings of offer for the full activity-feed events.

Things to know

• The view count carries forward across resends. If the customer opened the original email five times before you resent, the count keeps going from there. Re-sending doesn't reset the open counter.
• Reminders run on Notify. To nudge a customer before their link expires, Notify them through this flow.
• You can resend as many times as you want. Each Notify produces a fresh email send event in the activity feed.
• The customer's earlier link still works after a reminder. Notify sends the same offer to the same link, so the customer can sign from either the first email or the reminder.

Related

• Preview, variants, legal texts, and offer link validity: the main send flow and link validity setup.
• Revoke offer: withdraw a pending request before re-sending (for changes).
• Track openings of offer: activity-feed events and open tracking.
• Upload manual signature: when the customer signs paper instead.

Need help?

• Step-by-step questions about this flow. Contact your Reonic account manager.
• Feature requests / something missing. Drop a note to your account manager.
• Bug reports. Include a screenshot and the URL where it happened in your support email.

Last updated on August 4, 2026