# Capture Feedback and Automate Follow-Ups With Decline Documents Feature > Learn how to use Decline Documents in GHL Customer Care to capture client feedback, trigger automations, and track declined documents for better follow-up. - Source: https://docs.ghlcustomercare.com/docs/payments/documents-and-contracts/capture-feedback-and-automate-follow-ups-with-decline-documents-feature - Section: Payments / Documents & Contracts - Reading time: 4 min - Images: 10, each explained below - Modified on Fri, 12 Sep, 2025 at 7:37 AM --- The**Decline Documents**feature in GHL Customer Care makes it easy to capture structured feedback when a document isn’t accepted. Recipients can decline documents, while business users can mark them as declined to record the outcome. In this guide, you’ll learn how to use the Decline option, set up automations and email templates, and track all declined documents for clear visibility and follow-up. --- **TABLE OF CONTENTS** - [What is Decline Documents Feature?](#what-is-decline-documents-feature) - [Key Benefits of Decline Documents](#key-benefits-of-decline-documents) - [Recipient Flow](#recipient-flow) - [Business User Flow](#business-user-flow) - [Automations (Workflows)](#automations-workflows) - [Email Templates](#email-templates) - [Tracking Declined Documents](#tracking-declined-documents) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- # **What is Decline Documents Feature?** The**Decline Documents**feature in GHL Customer Care applies to files created and shared through the**Documents & Contracts**tool, such as proposals, agreements, and contracts. Instead of leaving a document unsigned, recipients can formally decline it by selecting a predefined reason or adding custom notes. Business users can also mark a document as declined to keep records accurate. Once this action is taken, the document status changes to**Declined**, ensuring clear communication and structured feedback. After a decline action, the document automatically moves to the**Archived**section, where it can no longer be signed but remains stored with full historical details. Users can review who declined the document, when it happened, and why, giving teams actionable insights. This not only improves accountability but also enables workflow automation and better follow-up strategies. --- ## **Key Benefits of Decline Documents** Decline Documents makes it easier to handle situations where a client does not accept a proposal, agreement, or contract. By capturing clear feedback and updating the document status to **Declined**, this feature removes uncertainty and creates opportunities for automation and follow-up. - **Clear client feedback**: Collect predefined reasons or custom notes when a document is declined. - **Workflow automation**: Trigger actions like notifications, follow-ups, or new tasks when status = Declined. - **Accurate document tracking**: Automatically archive declined items and view complete decline history. - **Personalized communication**: Use decline reasons and notes as custom values in emails. - **Operational efficiency**: Save time by eliminating guesswork and keeping your document pipeline organized. --- ## **Recipient Flow** Recipients have a simple and intuitive way to decline a document. From the document view, they can select the**Decline Document**option in the top-right menu, choose a predefined reason, or enter custom notes. This ensures you receive accurate and actionable feedback directly from clients. ### **Decline as a Recipient** Recipients open the document link. Click**Decline Document**from the top-right menu. ![Decline as a Recipient (image 1 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053643979/original/z6uSPSLs9pMGg1eISqoDxItxk1pQ-jBcAA.png) **Decline as a Recipient (image 1 of 10)** This screenshot appears in the "Decline as a Recipient" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Recipients open the document link. Click Decline Document from the top-right menu. Immediately after, the guide continues: Select a predefined reason or add a custom note. Submit the decline action. - What to click: Recipients open the document link. Click Decline Document from the top-right menu. - Controls: Decline Document - Next: Select a predefined reason or add a custom note. Submit the decline action. ### **Select Reason** Select a predefined reason or add a custom note. Submit the decline action. ![Select Reason (image 2 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053644023/original/Tb90vrtoVENSg63nINpZkNqoKc3ll7PjoA.png) **Select Reason (image 2 of 10)** This screenshot appears in the "Select Reason" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Select a predefined reason or add a custom note. Submit the decline action. Immediately after, the guide continues: Business users can mark documents as declined after sending them, ensuring the system reflects the correct status. This option is helpful when a recipient communicates outside the platform (for example, by phone or email) that they are…. - What to choose: Select a predefined reason or add a custom note. Submit the decline action. - Next: Business users can mark documents as declined after sending them, ensuring the system reflects the correct status. This option is helpful when a recipient communicates outside the platform (for example, by phone or email) that they are not proceeding. Recording the outcome ensures accurate tracking and consistency across records. --- ## **Business User Flow** Business users can mark documents as declined after sending them, ensuring the system reflects the correct status. This option is helpful when a recipient communicates outside the platform (for example, by phone or email) that they are not proceeding. Recording the outcome ensures accurate tracking and consistency across records. ### **Go to Documents & Contracts** Navigate to**Documents & Contracts**in GHL Customer Care. Locate the document under**Waiting for others**. ![Go to Documents & Contracts (image 3 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053654508/original/eWs7DzR8X5J_5TTZkGrgZMSDZ3ky7cs7cw.png) **Go to Documents & Contracts (image 3 of 10)** This screenshot appears in the "Go to Documents & Contracts" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Navigate to Documents & Contracts in GHL Customer Care. Locate the document under Waiting for others. Immediately after, the guide continues: Click the three-dot menu. Select Mark as Declined. - Where to go: Navigate to Documents & Contracts in GHL Customer Care. Locate the document under Waiting for others. - Controls: Documents & Contracts, Waiting for others - Next: Click the three-dot menu. Select Mark as Declined. ### **Select Document** Click the three-dot menu. Select**Mark as Declined**. ![Select Document (image 4 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053656744/original/JdBgY9nycRxVHqjhpHzSLFzFF3o4ddjt8A.png) **Select Document (image 4 of 10)** This screenshot appears in the "Select Document" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Click the three-dot menu. Select Mark as Declined. Immediately after, the guide continues: Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns. - What to choose: Click the three-dot menu. Select Mark as Declined. - Controls: Mark as Declined - Next: Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns. ### **Specify a Reason** Add a reason or custom note. ![Specify a Reason (image 5 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053656813/original/4-Km3K4XrH5H53WFkOqm3db31_7-SsTE2A.png) **Specify a Reason (image 5 of 10)** This screenshot appears in the "Specify a Reason" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Click the three-dot menu. Select Mark as Declined. Immediately after, the guide continues: Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns. - What to choose: Click the three-dot menu. Select Mark as Declined. - Next: Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns. --- ## **Automations (Workflows)** Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the**Declined**status, you can automatically send notifications, assign tasks, or create follow-up campaigns. In GHL Customer Care, you can use **Workflows** to automate actions whenever a document is marked as **Declined**. Follow the steps to set this up: Go to your workflows and create a new trigger using **Documents & Contracts → Status → Declined**. From there, you can define what happens next, such as sending a notification to your team, creating a follow-up task, or starting a nurture sequence to re-engage the client. ![Automations (Workflows) (image 6 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053658105/original/eYK2x_EEq9IqmbZjCbMEk_7Or-pglpM_qw.gif) **Automations (Workflows) (image 6 of 10)** This animation appears in the "Automations (Workflows)" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Go to your workflows and create a new trigger using Documents & Contracts → Status → Declined. From there, you can define what happens next, such as sending a notification to your team, creating a follow-up task, or starting a nurture sequence to re-engage the client. Immediately after, the guide continues: In the Email Builder, open or create a new template and click the Custom Values dropdown. From here, navigate to Documents & Contracts and select either Document Decline Reasons to display the specific reason chosen, or Document Decline…. - Where to go: Go to your workflows and create a new trigger using Documents & Contracts → Status → Declined. From there, you can define what happens next, such as sending a notification to your team, creating a follow-up task, or starting a nurture sequence to re-engage the client. - Controls: Declined, Workflows - Next: In the Email Builder, open or create a new template and click the Custom Values dropdown. From here, navigate to Documents & Contracts and select either Document Decline Reasons to display the specific reason chosen, or Document Decline Reason Body to include any detailed notes provided. --- ## **Email Templates** In the Email Builder, open or create a new template and click the **Custom Values** dropdown. From here, navigate to **Documents & Contracts** and select either **Document Decline Reasons** to display the specific reason chosen, or **Document Decline Reason Body** to include any detailed notes provided. Using these values ensures your messages give clients clear context and feel more tailored to their situation. - **Document Decline Reasons**: Inserts the specific reason chosen. - **Document Decline Reasons Body**: Inserts the detailed notes provided. ![Email Templates (image 7 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053658306/original/XZ43XHzS-tsh-hlqRwbT4aznQg032im12g.png) **Email Templates (image 7 of 10)** This screenshot appears in the "Email Templates" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Document Decline Reasons Body: Inserts the detailed notes provided. Immediately after, the guide continues: Declined documents are automatically moved to the Archived section, where they can no longer be signed. A detailed decline history is available, showing who declined, when it happened, and the reason or notes provided. This complete…. - What this covers: Document Decline Reasons Body: Inserts the detailed notes provided. - Controls: Custom Values, Documents & Contracts, Document Decline Reasons, Document Decline Reason Body, Document Decline Reasons Body - Next: Declined documents are automatically moved to the Archived section, where they can no longer be signed. A detailed decline history is available, showing who declined, when it happened, and the reason or notes provided. This complete visibility supports data-driven decisions and effective follow-up strategies. --- ## **Tracking Declined Documents** Declined documents are automatically moved to the**Archived**section, where they can no longer be signed. A detailed decline history is available, showing who declined, when it happened, and the reason or notes provided. This complete visibility supports data-driven decisions and effective follow-up strategies. - Navigate to**Documents & Contracts → Archived**. ![Tracking Declined Documents (image 8 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053659144/original/deGfvfwUyI1EQ9wSVeJmv4Rjc-YqXfktKg.png) **Tracking Declined Documents (image 8 of 10)** This screenshot appears in the "Tracking Declined Documents" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Navigate to Documents & Contracts → Archived. Immediately after, the guide continues: Select a document and click three dots menu. select View History. - Where to go: Navigate to Documents & Contracts → Archived. - Controls: Archived, Documents & Contracts → Archived - Next: Select a document and click three dots menu. select View History. ### **View History** Select a document and click three dots menu. select **View History**. ![View History (image 9 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053659612/original/N5YcqYyhGbvSPFjVK60UGF6j3yHA_ljOxA.png) **View History (image 9 of 10)** This screenshot appears in the "View History" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Select a document and click three dots menu. select View History. Immediately after, the guide continues: Review details of the decline action. - What to choose: Select a document and click three dots menu. select View History. - Controls: View History - Next: Review details of the decline action. ### **Check Document History** Review details of the decline action. ![Check Document History (image 10 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155053659915/original/4ZlyrDVYqmRdAAmg6DtjF3P25GsH2IPv_g.png) **Check Document History (image 10 of 10)** This screenshot appears in the "Check Document History" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Review details of the decline action. For context, this section explains: Select a document and click three dots menu. select View History. Immediately after, the guide continues: Q: What happens when a document is declined? Its status changes to Declined, it is moved to Archived, and decline details are logged. - What this covers: Review details of the decline action. - Next: Q: What happens when a document is declined? Its status changes to Declined, it is moved to Archived, and decline details are logged. --- ## **Frequently Asked Questions** **Q: What happens when a document is declined?** Its status changes to**Declined**, it is moved to Archived, and decline details are logged. **Q: Can recipients provide custom feedback?** Yes, they can select from predefined reasons or add custom notes. **Q: How do I view decline history?** Go to**Documents & Contracts → Archived**, open the document, and click**View History**. **Q: Can automations be triggered when a document is declined?** Yes, set up a workflow trigger for**Documents & Contracts → Status → Declined**. **Q: Can business users mark documents as declined too?** A: Yes, business users can mark documents as declined after sending them to record the outcome and reason. **Q: How do email custom values work?** The values**{{Document Decline Reasons}}**and**{{Document Decline Reasons Body}}**pull the selected reasons and notes directly into your email templates. --- ## **Related Articles** - ### [Workflow Trigger - Documents & Contracts](https://docs.ghlcustomercare.com/docs/documents-and-contracts/documents-and-contracts-2/workflow-trigger-documents-contracts) - ### [How to Create and Send Document or Contract Templates Automatically in a Workflow](https://docs.ghlcustomercare.com/docs/documents-and-contracts/documents-and-contracts-2/how-to-create-and-send-document-or-contract-templates-automatically-in-a-workflo) - ### [How to use the Email Builder and its In-line Editor](https://docs.ghlcustomercare.com/docs/marketing/email-builder-capabilities/how-to-use-the-email-builder-and-its-in-line-editor) - ### Documents & Contracts - KB Folder --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com