Introduction
Customers occasionally face issues with electronic signatures not appearing correctly on their quotes or documents within the ServiceBox system. These issues can range from blurred or incomplete signatures to signatures not displaying at all. In this article, we'll outline a systematic approach to diagnosing and resolving these issues.
Understanding the Issue:
Electronic signature discrepancies can be due to various reasons, including browser-related problems, issues with the signing device, or how the signature was inputted. It's important to provide a clear explanation of the issue, including screenshots and examples when possible.
Using the ServiceBox Portal:
If the signature was made using the ServiceBox portal, it could be helpful to know the following:
1. Device used for signing: Clarify if the signature was made on a mobile device or a desktop.
2. Screen size considerations: If a mobile device was used, check if the screen was zoomed in excessively during the signature process.
Primary Concern:
One of the primary concerns when signing on a mobile device is the tendency for users to zoom in excessively, which can inadvertently cause issues with the signature process. Upon analysis, it has been observed that excessive zooming can lead to difficulties in capturing signatures accurately. While it may not be feasible to prevent users from zooming in entirely, there are steps that can be taken to minimize the impact of this behavior.
Recommendations for Customers:
To address this issue, we recommend requesting customers to refrain from zooming in too much before signing. Instead, they should ensure that the entire signature area, including its border, is visible on the screen. Additionally, customers should verify that their complete signature is visible within the designated area before clicking the approve button. This simple precaution can significantly reduce the likelihood of signature-related issues arising on mobile devices.
In instances where signatures have not been captured accurately due to zooming issues, it is advisable to request customers to re-sign the document. When doing so, it's important to emphasize the importance of ensuring that the entire signature area, along with its border, remains visible on the screen throughout the signing process.
Seeking Help from Support:
If the above steps don't solve the problem, it's time to reach out to the ServiceBox support team [email protected]
1. Provide a detailed description: Explain specifically what is wrong with the signatures.
2. Include examples: Screenshots or examples of the issue should be clear and preferably not taken with a cell phone camera.
For ServiceBox customers encountering similar issues, following the steps above should aid in troubleshooting the problems. Remember to keep all communication with the support team clear, concise, and documented to expedite the resolution process.