Lender Troubleshooting Best Practices

Review this guide for troubleshooting scenarios and best practices

Redrawing Documents

Has a Closing Meeting been added to a Settlement Order?

When documents need adjusting on a Settlement Order, the steps to take depend on if a Closing Meeting has been added to the Order.  To check this, from the Order/File, scroll down on the Details tab. 

If a Meeting has been created from the Order you will see it under the Meetings tab: 

If that area is blank, there has not been a Meeting created on this Order.

Redrawing Documents before Title has created a Meeting

Situation: Lender Documents have been rejected in the Pre Meeting Quality Control review, and need to be redrawn, before the Title Company creates a Closing Meeting.

Solution:

• In Encompass, make necessary corrections to the documents and redraw the Closing Package to Stavvy
• When redrawn Documents are sent back to Stavvy, the Lender admin will be emailed notifying them of this
• When Title creates a Meeting from this Order, the redrawn Documents will show as an option to include in the Meeting, the rejected documents will not

Redrawing Documents after Title has created a Meeting

Situation: Lender Documents have been rejected in the Pre Meeting Quality Control review, and need to be redrawn, after the Title Company has created a Closing Meeting.

Solution:

• In Encompass, make necessary corrections to the documents and redraw the Closing Package to Stavvy
• When redrawn Documents are sent back to Stavvy, the Lender admin will be emailed notifying them of this
• Lender should use Messages within the File to send notification to the Title Company that the Documents are ready to be pushed to the Meeting

• From the Order, Title will click on the Documents tab
• Title will select the Documents that should be eSignable via the Settlement Meeting by clicking the check box beside the document 
  • Then click the Move to Meeting button

Accidentally Rejecting an Order

Situation: A settlement order is received, and the Title Company accidentally rejects it

Solution:

• • • The Title Company needs to reach out to the Lender outside of Stavvy (email, phone, etc) and let them know this was accidentally rejected
      • Once an Order has been rejected, the Title Company will lose access to it
    • The Lending Closer needs to go to the rejected File, and Reopen the Settlement Order, notify Title Company that this is ready to accept 

• • • Lender can use the same action button to Reassign the order to a different vendor if needed

• • • Lender should reach out to Title Company to let them know this is now ready to accept

Pre-Meeting Quality Control Review isn't showing as an option on the File Documents

Situation: Either Lender or Title doesn't see the option to perform a pre-meeting quality control review of documents

Solution: Head to Settings > Organization and enable Pre-Meeting Quality Control