Dear DropBox,
I tried to cancel/decline three documents that are pending my signature because I do not want to sign them and I do not want to contact the signer. When I contacted your help team and sent screenshots, they told me that the senders cancelled their accounts and that I cannot decline the documents because they were initiated via a template link.
Would you please add the functionality so that users can always cancel pending signature requests, no matter how the user sent them (including documents initiated via a template link)?
I included the message from customer support below.
Kind regards,
Vasco
You don't have the ability to decline because it was initiated via a template link.
For template link requests the option to decline the request is unfortunately not available to the recipient. This is expected behaviour, as template link requests are designed differently from standard or bulk send requests.
Because of this setup, only the sender has the ability to cancel the request—they control the workflow since the document is generated directly from a link rather than being individually addressed.
Our documentation for decline options is only for non template link requests.
If you need further assistance, please don't hesitate to reply to this email.
