WSUD signing email not sent to customer

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • This reference topic provides troubleshooting steps to resolve a Written Statement for Unauthorized Debit (WSUD) not being emailed to a customer during ACH dispute intake.

    Condition

    No email is sent to the customer for signing the document.

    Cause

    The consumer/contact record may have an invalid or missing email address.

    Remedy

    Procedure

    1. Verify that the Consumer/Contact record has a valid email address.
    2. If the email address is missing or invalid:
      1. Close the current case.
      2. Update the contact with a valid email address.
      3. Recreate the case to trigger the email and document generation process again.

    Alternate remedy - manually send an email link

    Procedure

    Manually send the signing link to the consumer's or contact's email address: http://<BASE URL>/<PORTAL>?id=ticket&table=sn_doc_task&sys_id=<SYS ID>&view=<PORTAL>
    • <BASE_URL>: Instance domain (for example, https://mycompany.service-now.com)
    • <PORTAL>: Portal name (csp or csm only)
    • <SYS_ID>: Unique record ID of the document task