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Credit Line Requests Guide ​

This guide explains how to manage credit line requests in the Envia Admin platform, from initial review through DocuSign contract creation and signing.

Access ​

Navigate to Contabilidad → Solicitudes de Crédito.

You need the credit-line-requests permission to view requests, and credit-line-requests-manage to update request details, upload files, and (Mexico) upload the pagaré format.

To approve/reject documents and validate the signed pagaré, you need the credit-line-requests-review-documents permission.

To create DocuSign contracts, you additionally need the credit-line-requests-create-docusign-contract permission.

Workflow Overview ​

Client submits credit ticket
         ↓
    Request created automatically (pending_commercial)
         ↓
    Commercial team reviews → Approve or Reject
         ↓
    [approved_commercial] Documents reviewed by legal team
         ↓
    All documents approved
         ↓
    ┌─────────────────────────────────────────────┐
    │ Mexico only: Promissory note (pagaré) step   │
    │   Legal uploads pagaré format (pagare_sent)  │
    │   Client signs & uploads (pagare_review)     │
    │   Legal validates (pagare_validated)         │
    └─────────────────────────────────────────────┘
         ↓
    Admin creates DocuSign contract (contract_sent)
         ↓
    DocuSign sends contract to client for signing
         ↓
    Client signs → Webhook updates status to 'signed'
         ↓
    [legal_review / active]

Mexico only

The promissory note (pagaré) step shown in the box above only applies to Mexico. For other countries the flow goes straight from approved documents to Create Contract. A credit line in Mexico cannot be activated until the original signed pagaré is received and validated.

If a document is rejected during legal review, the request moves to document_rejected and the client is asked to re-upload it. Once all required documents are approved again, the request returns to approved_commercial.

Automatic expiration of pending requests

Requests that remain in pending_commercial for more than 30 days are automatically rejected by a daily system job (runs at 06:00 UTC). The linked ticket is set to Declined and a localized message is inserted as a visible comment. The resolved_by field is set to the system user (0) so these can be distinguished from manual rejections. If the client wishes to restart the process, a new credit line request must be submitted.

Reviewing a Request ​

  1. Open Contabilidad → Solicitudes de Crédito
  2. Use the filters to find requests by status, company, contract status, or date range
  3. Click Ver info on any row to open the detail panel

The detail panel shows:

  • The ticket on the right (with full ticket history)
  • Request info (requester, amounts, status) on the left
  • The document checklist below

SLA Indicator ​

The SLA column shows how many days have elapsed since the request was created:

  • Green: On time
  • Yellow: Delayed
  • Red: Overdue

Approving or Rejecting a Request ​

In the detail panel, under Request Info:

  1. Review the requested amount and term
  2. If approving: set the approved amount, approved days, and optionally a credit line type, then change status to approved_commercial
  3. If rejecting: select rejected and provide a mandatory rejection reason

WARNING

Rejecting a request sends a notification to the client. Make sure the rejection reason is clear and professional.

Reviewing Documents ​

Under the Documents accordion in the detail panel:

For each document row:

  • File documents: click Ver archivo to preview the uploaded file
  • Data field documents: the submitted value is shown inline

To approve a document: click the ✓ icon → confirm in the dialog.

To reject a document: click the ✗ icon → enter a mandatory rejection reason → confirm.

To act on all documents at once, use the Bulk Approve or Bulk Reject button at the top of the documents section.

TIP

Once all required documents are approved and the request is in approved_commercial status, the next action becomes available: in Mexico this is the Upload pagaré format panel; in other countries it is the Create Contract button.

Promissory Note (Pagaré) — Mexico Only ​

Mexico only

This section applies only to Mexico. If the request is for another country, skip straight to Creating a DocuSign Contract. The credit line cannot be activated until the original signed pagaré is received and validated by the legal team.

When all required documents are approved on a Mexican request, a pagaré sub-flow appears in the detail panel. It has three stages:

1. Upload the pagaré format ​

You need the credit-line-requests-manage permission.

  1. In the detail panel, an Upload pagaré format panel appears (PDF/DOC/DOCX, max 10 MB)
  2. Select the pagaré format file and click Upload pagaré format
  3. Confirm in the dialog

The system stores the format, moves the request to pagare_sent, and posts a comment to the client's ticket with the signing instructions, including:

  • The pagaré must be printed on security paper (papel seguridad)
  • It must be signed by hand in blue ink
  • No scratches, stains, folds, or alterations
  • The original must be mailed to the legal office (Departamento Legal – Paula Helguera) in Monterrey, Nuevo León
  • A copy must also be uploaded to the platform for prior validation

2. Client uploads the signed pagaré ​

The client downloads the format, signs it, and uploads a copy through their portal. This moves the request to pagare_review. While waiting, the admin panel shows a waiting notice and a link to download the format that was sent.

3. Validate the signed pagaré ​

You need the credit-line-requests-review-documents permission.

  1. When the request is in pagare_review, the panel shows a View signed link and Validate / Reject buttons
  2. Review the uploaded signed copy
  3. Click Validate to approve → the request moves to pagare_validated and the Create Contract action becomes available
  4. Click Reject to send it back → the uploaded copy is deleted and the request returns to pagare_sent so the client can upload a corrected copy

TIP

For Mexican requests, the Create Contract button only appears once the signed pagaré has been validated (pagare_validated).

Creating a DocuSign Contract ​

  1. Confirm the request is in approved_commercial status (or pagare_validated for Mexico) and all required documents are approved
  2. Click Create Contract (visible when preconditions are met)
  3. Confirm in the dialog

The system will:

  1. Resolve the correct DocuSign template for the company's country and person type (kyb/kyc)
  2. Create an envelope in DocuSign and send it to the client for signature
  3. Update contract_status to sent

The client receives a DocuSign email with the contract to sign electronically.

INFO

If no active DocuSign template is configured for the company's locale and person type, the button will fail with an error. Contact your administrator to add a template via Legal → Contratos DocuSign.

Contract Signed (Automatic) ​

When the client signs the contract in DocuSign:

  • DocuSign sends a webhook to the platform
  • contract_status is automatically updated to signed
  • The signed PDF is downloaded from DocuSign and stored
  • A system comment is added to the linked ticket in the company's language

No manual action is required for this step.

Downloading the Signed Contract ​

Once contract_status = signed, use the Download Signed Contract button in the detail panel to download the signed PDF.

If the download fails (e.g. the PDF was not persisted automatically), use Sync Signed Contract to re-fetch it from DocuSign.

Exporting the List ​

Click Export CSV in the top-right of the requests table to download a CSV of the current filtered view. Large exports are streamed progressively.

Managing DocuSign Contract Configurations ​

Navigate to Legal → Contratos DocuSign to manage which DocuSign template is used per country and person type.

Adding a New Configuration ​

  1. Click Nuevo Contrato
  2. Fill in:
    • Name: a descriptive name (e.g. "Credit Line MX — Business")
    • DocuSign Template ID: the Template ID from your DocuSign account (Templates section)
    • Country: select the locale
    • Person Type: KYB (business) or KYC (individual)
    • Active: toggle on to make it available for contract creation
  3. Save

WARNING

Only one active configuration is allowed per country + person type combination. Activating a new one when another is already active will fail with a conflict error. Deactivate the existing one first.

Editing a Configuration ​

Click the edit icon on any row. You can update the Template ID, name, or active status.

Frequently Asked Questions ​

Why can't I create a contract even though the request is approved?

Check that:

  1. All required documents have approved status (not just uploaded)
  2. An active DocuSign configuration exists for the company's country and person type
  3. No envelope has already been sent (contract_status = no_contract)

The webhook didn't fire — the contract is signed in DocuSign but status is still sent.

Use the Sync Signed Contract button to manually re-download the signed PDF and update the status.

The client says they didn't receive the DocuSign email.

Check the DocuSign account's envelope history. The platform only creates the envelope — email delivery is handled by DocuSign. Verify the client's email in the ticket.

Why don't I see the pagaré step?

The pagaré step only appears for Mexico (countries with a configured credit_line_request_pagare form). For all other countries the flow goes straight from approved documents to Create Contract. Also confirm all required documents are approved — the Upload pagaré format panel only shows in approved_commercial once they are.

I validated the signed pagaré but the Create Contract button still doesn't appear.

Check that:

  1. The request reached pagare_validated (the pagaré was approved, not rejected)
  2. No DocuSign envelope already exists (contract_status = no_contract)
  3. You have the credit-line-requests-create-docusign-contract permission

I rejected the signed pagaré by mistake — how does the client fix it?

Rejecting deletes the uploaded copy and returns the request to pagare_sent. The client simply uploads a new signed copy from their portal, which moves the request back to pagare_review for validation. No data is lost beyond the rejected file.

Envia Admin