> ## Documentation Index
> Fetch the complete documentation index at: https://docs.worldvisagroup.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service agreement

> Follow the service agreement after payment, track signing, and check the handover from an enquiry to an application.

The service agreement is the signing step for the purchased service. It is separate from the [proposal](https://docs.worldvisagroup.com/crm/sending-a-proposal.md) the client accepted and the [invoice](https://docs.worldvisagroup.com/crm/creating-a-deal.md) you sent for payment.

In the usual agreement-required flow, you prepare the deal, send the primary invoice, confirm the required first payment, and then the client receives the agreement to sign. Completing it moves the enquiry into the application process.

| Milestone | Enquiry stage | Enquiry status |
| - | - | - |
| Primary service invoice created | Deal | Deal Discussion |
| Primary invoice sent | Deal | Awaiting Payment |
| Required payment confirmed and agreement sent | Deal | Agreement Pending |
| Service agreement completed and conversion processed | Won | Converted |

This is the normal path for an enquiry entering Deal. Follow the current record if it was already converted or has an approved exception.

## Payment comes before the signing request

Sending an invoice does not send the agreement immediately. The payment must be confirmed in the system first. For a partial plan, the first confirmed payment can start this process; you do not need to collect every later instalment before the initial agreement is sent.

> [!WARNING]
>
> For **direct transfer, cash, and cheque**, notify Accounts after issuing the invoice and provide payment details when received. Accounts must verify and record the payment before the normal agreement request is triggered. A client saying “I've paid” or sharing payment evidence does not itself update CRM.

The invoice must also be eligible to send an agreement, with a suitable template for its service and country. A linked secondary invoice does not send a separate agreement. If there is already an agreement covering the same enquiry, service, and country, later payments do not automatically create another signing request.

## What the client receives

After payment confirmation, the client can receive two separate emails: a **payment receipt** and an invitation from **WorldVisa Sign** to sign the service agreement.

![Client inbox with labels distinguishing the signing invitation from the payment receipt](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/agreement-email-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=d3cc754ace25abad07a826d9e69a9825)

Explain the difference plainly: “Your payment has been recorded. Please open the WorldVisa Sign invitation to review and complete the service agreement. The receipt email confirms the payment; the signing email is your next step.”

Ask the client to read the document and raise any questions before completing it. If they cannot find the invitation, first check the email address, spam folder, and agreement status in CRM. Do not create another deal just to obtain a new signing email.

## Check Agreement Pending in CRM

Open **Timeline** after payment. In the example below, CRM records the payment, sends the agreement, and changes the enquiry's status from **Awaiting Payment** to **Agreement Pending**. Its stage remains **Deal** while the client completes signing.

![Timeline with labels for payment received, agreement sent, Agreement Pending status, Deal stage, and tracking action](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/agreement-pending-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=8753d8b34640868219edecd335377895)

| What you see | What it means |
| - | - |
| **Payment received / View Receipt** | A payment has been recorded. Check its amount and method. |
| **Agreement sent for signature** | The signing request has been created and sent through the agreement flow. |
| **Agreement Pending** | Signing is still outstanding. It is not a completed agreement. |
| **Track agreement** | Opens the agreement's current status and recorded signing activity. |

If payment is visible but the agreement is missing, check the primary invoice and raise it with the appropriate team. Avoid promising that signing is ready until you can see the agreement record.

## Track signing progress

Select **Track agreement** on the Timeline card, or use the available agreement action in the workspace. The drawer shows its status, sent date, recipient details when available, and signing timeline. A completed record can also show the completion date and a signed-document preview.

![Agreement tracking drawer with labels for current status, sent date, and signing activity](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/agreement-tracking-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=797a1b50f6f9b68be6bee0373ef77699)

Use the recorded activity to understand where the client is in the process. **Created**, **Sent**, **Viewed**, and **Completed** describe different events; an agreement being created or opened is not the same as completing it.

If the client has questions, discuss them before asking them to sign. Record the clarification in [Notes](https://docs.worldvisagroup.com/crm/reviewing-a-lead/timeline-and-notes.md) so the next colleague has the same context.

### If signing does not complete

Check the actual status and the latest activity first. An agreement may be rejected or cancelled rather than simply waiting for the client.

Where CRM offers **Resend agreement** for a rejected or cancelled agreement, review the request before confirming. It creates a new signing request; it is not the same as resending the proposal link. The current drawer does not offer this as a general reminder action for every pending agreement.

Do not create duplicate signing requests while an existing agreement is still in progress. Use the status and available actions to decide the next step with the appropriate team.

## When the agreement is completed

CRM receives the signing completion update and records it in Timeline. In the standard flow shown below, the enquiry changes from **Deal / Agreement Pending** to **Won / Converted**. The application process is opened and the agreement update appears in the staff notification inbox.

![Completed agreement with labels for Converted status, Won stage, completed document, application creation events, and staff notification](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/agreement-completed-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=f30e2f92dd5fde26eba4c9f3d860bd33)

**1. Check the completed agreement**

Open the agreement from the notification or Timeline. Review its status and use the signed-document preview when available.

**2. Check conversion and applications**

Confirm that the enquiry shows **Won / Converted** and review the application-created events. Household members can be included in the application setup, so check that the main applicant and dependents are correct.

**3. Prepare the handover**

Make sure Profile, household details, Files, and Notes accurately reflect the client and the service sold. Record outstanding documents, agreed next steps, and anything the case officer needs to know.

**4. Keep the payment plan in view**

Conversion does not mean every instalment has been paid. Check the remaining schedule and explain the next payment or milestone to the client.

If signing is complete but conversion or the application record is missing, raise the discrepancy for recovery. Do not create another client or application just to make the screen look complete.

## When a new agreement is not required

Some main products are configured not to require an agreement. For those purchases, the first confirmed payment can convert the enquiry directly. An approved agreement waiver can also change the normal path. These are explicit product or approval rules, not reasons for staff to skip signing on a normal agreement-required purchase.

An invoice containing **only add-ons** does not convert the enquiry. If the behaviour differs from the standard sequence on this page, review the invoice's main products, agreement information, and any approved exception before giving the client an update.


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