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For the people we send to

You’ve been sent a document through Refrendo

Refrendo is the service an organisation used to send you a document to approve, sign or read. You don’t need an account, and it costs you nothing. Here is what to expect when you open the link, and how to check the email is genuine.

What happens when you open the link

  • An access code, if the sender asked for one. They give it to you by phone or in person.
  • A short disclosure. It comes from the organisation that sent the document and says how to get a paper copy, how to change your mind and how to keep a copy. Tick the box to agree to use electronic records and signatures, or say you would rather not.
  • The document. Read it through. The fields waiting for you are highlighted, and the button at the bottom takes you to each one in turn.
  • Your part. To sign, type your name, draw your signature with a finger or mouse, or upload a picture of it; initials are asked for separately. To approve, approve it, reject it or ask for changes. If you were only asked to read it, confirm you have.
  • Your copy. When everyone has finished, you are emailed a link to download the final PDF and, unless the sender turned it off, its completion certificate. The link works for seven days.

The page remembers what you’ve typed if you lose your connection or reload it. Nothing is final until you select Finish signing, Approve or I’ve reviewed this.

Is this email genuine?

Refrendo’s emails come from notifications@refrendo.com.au, with the sender’s name in front, such as “Alex Chen (via Refrendo)”, and replies go to the sender. The link opens a page on app.refrendo.com.au. Before you act on it:

  • Check you were expecting a document from that person or organisation. If you weren’t, contact them on a number or address you already have, not one in the email.
  • Refrendo never asks for your password, bank details or payment to open or sign a document, and never emails an access code.
  • Be wary of any document that changes bank details. Confirm them by phone, on a number you already had, before anyone pays.

If an email looks like Refrendo’s but something is off, don’t open the link. Forward it to support@refrendo.com.au and we will look at it.

Questions about the document itself

Ask the person who sent it. Refrendo carries the document, but the organisation that sent it wrote it, decides who signs it, and is the one who can change it.

Afterwards

Keep the signed PDF and certificate wherever you keep your records. If you’d like your documents in one place, you can create a free Refrendo account and see the requests you took part in under My documents. You never need one to sign.

Questions

Do I have to pay, or create an account?

No. Approving, signing and reading a document sent through Refrendo is free, and needs no account. The organisation that sent it pays for Refrendo.

Why is it asking me for an access code?

The sender asked for one, to make sure the right person opens it. They give you the code by phone or in person, never by email. If you don’t have it, ask the person who sent the document. After five wrong codes the link pauses for 15 minutes.

Can I sign on paper instead?

Ask the sender. On the first screen you can also say you would rather not use electronic records; the request is then declined for you and the sender is told why, so they can arrange another way.

The link says it has expired or been withdrawn.

The sender’s deadline has passed, or they retracted or revised the document. Ask them to send it again. A revised document comes with a new link.

I’m not the right person to sign this.

If the request allows it, pass your turn to the right person from the page, with their name and email and a reason. Otherwise decline, with a reason the sender will see.

Can I change the document?

No. You fill in only the fields placed for you. If something in the document is wrong, ask for changes (if you’re approving) or decline with a reason (if you’re signing), and the sender can send a revised version.

What does Refrendo record about me?

Your name and email, what you did and when, how you signed, and the IP address, approximate location and device you used, for the document’s audit trail. The sender can see these; the certificate shows only an approximate location. Our privacy policy explains the rest.