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I agree with other user comments. It would save a lot of time and effort to be able to add / edit / replace document within a doc pack, rather than cancelling and starting again or having incomplete doc packs.
Also being able to edit emails after a doc pack is sent (and then be able to resend to new email address) would help, as often clients don't advise updated email address until after the fact.

Changing the email address is either due to client changing their mind about which email they want it to be sent to (usually due to link between email and Xero), but can also be a typo. The issue would be reduced if there was an ability to add email address from XPM / Xero HQ.

Adding / changing documents to a sent pack is necessary when client requests amendments - eg I use it to send engagement letters. If a client asks for a minor change my only option is to cancel the pack (sending them a notification email I don’t want to send them) and then create a new pack. I just want to adjust the documents and resend.

It feels like the driver for this is billing…. If so, charge me an extra ‘signature’ at the time I resend (I’d rather you didn’t though!) but it just makes the process painful at the moment (to the extend I’m actually now consider changing my process so documents such as engagement letters no longer use Xero doc packs.

Additional Update

It would be useful to be able to delete / remove sent doc packs which have not been signed, otherwise when cancelled they just stay there and there are multiple cancelled doc packs for one client.

Being able to edit doc packs would be a significant use to our practise, often clients see their returns, financials, documents and want to make changes. This means, we have to redo all the documents including amendments in PDF etc in order to upload the doc pack again. Sometimes this can occur 1-2 times, which means we have loads of unwanted / cancelled doc packs.

Sometimes the client will sign off half the documents in the doc pack, and not the other half. We then have to cancel the doc pack, although it has signed and completed documents in it. This is no good!

To answer your questions:

A. For the first, we'd like to better understand what is driving the need to change the email address? is it down to a typo when entering it? or if its on a tax return, is it wrong on the client record etc?

We are not just adding tax returns to doc packs, we are up to 20 different documents, financials, BAS, TPARs, tax returns for company, trust, multiple individuals, resolutions, other relevant documents and paperwork that the client needs to sign at the same time.
Some doc packs will have multiple email addresses, for different entities, individuals etc. Sometimes clients cannot access the doc pack through the email address we have on file. Often the email address needs to be changed, and this means redoing all the documents from scratch (time consuming for so many documents).

B. Although it's not possible to add additional documents to a pack right now, creating and sending a new document pack is essentially the same - Is there any reason this isn't suitable?

By adding additional docs to new doc packs, rather than editing the original doc pack, it creates multiple packs for one client and means the documents are not all together (our end). Sometimes this means we can have 3-4 doc packs, where as we just need 1.

Also where a client has signed some of the documents in the doc pack, but one of the documents needs to be amended and added to a new doc pack. The original doc pack with signed docs either needs to be cancelled or remains as 'sent' status. Either way, it never reaches completed although it has documents which are completed in it.

C. Lastly, it'd be good to get more substance of how the ability to rename a pack would be of use. Are there any instances you've needed this and can share?

This would be useful if there was an error made, or if we are changing the docs included we can change the name on the doc pack to reference it. I.e. ABC Financials 2021 to ABC Financials 2021 and 2022.

1. Changing email address' would be useful when a client has multiple email address'. Sometime the original document pack might be sent to an email address that is not linked to their Xero login. The client then has difficulty accessing the documents, especially if they are already logged into Xero on their computer. If the document pack has multiple signatories currently you have to cancel the pack for everyone and resend it. The client who is not impacted then receives multiple emails about the pack being cancelled and resent. You also have to manually re-type the cover email as there are no templates.

2. Sometimes an extra document needs to be added to a document pack, that may have been missed. Currently you need to cancel the document pack and resend it. Again this requires a lot more time than just adding the documents, as you have to add all documents, edit the signature fields and re enter the cover email. The client is also sent an email about the pack being cancelled, which doesn't look good.

Similar to this, there are times that you may need to change a document in the pack. For example I recently used document packs to send a client their tax return (the pack included the husband and wife's returns). When the client reviewed the return they advised of a change that was needed. I then had to adjust the return and send that to the client in a new document pack. I didn't want to cancel the original as the husbands return didn't need changing. It would have been much more streamline to be able to remove the incorrect return and add the adjusted return.

With the Optus debacle, I have heard of people changing their email addresses. Likely that at least some of these people won't think to tell their accountants or bookkeepers about the change. So you send docs out for signature, follow up when they haven't signed, and then you get, oh yeah I changed it, sorry, meant to tell you...

Never underestimate a client's ability to make a mess of things and to get confused easily.
So on the point of creating a new pack rather than adding to an existing one - if you have two different packs sent to them, guarantee they won't realise they are different packs. They might sign one, and then when you follow up the other say, but I signed that already. The amount of time following that up and explaining to them could be avoided by just adding a new document to the existing pack.
It's all about the client experience. Make it easy for them to do what we want them to.

Hi,
Thank you for your response!
In regards to changing/updating the email address - Sometimes it is due to a typo and in other cases the client has requested to send to an alternative email.

Hi

For me number 1 is most important with being able to change the email address. This has happened to me a number of times already. Client has various email addresses that all valid, so the one we have is technically correct, but that would require them to create another xero login which they don't want to do and would rather we use a different email address that already has a xero login. We then have to cancel and reissue the doco pack which is all unnecessary time.

I think you are also missing an important one too - not having to type the email address of the contact - would be so create if that somehow could link to XPM clients. So much room for error (even with copying and pasting) and so time consuming

Also, the ability to be able to add and save contact details like you do in Xero ask - so that you are not typing in the email address for the individuals who sign each time. Particularly when sending documents to an organisation, the person signing may be different to the main contact which is on the client record i.e. a general email vs a personal email that they sign into Xero with. These are very often different emails.

Adding documents to a pack is less confusing for everyone, as there is only one pack in the system. Setting up a new pack means there is an additional canceled pack in the system. The whole setting up process can take longer than adding a document as well, if you have to enter all the client details for signing again (can be multiple people) and the cover email etc.

Also, please can we have a custom cover email for different situations - ie. GST, Income Tax, Minutes etc. There is the ability to set up custom templates in Xero ask, so why can't we have this feature in document sign?

Seems fundamental.

Yes this. Also, to be able to have a customisable template for the covering email. And being able to set up and save contacts, that sign documents often. These features are both available under Xero Ask.

having only used document packs for a few weeks, i have already found this really frustrating that you can't edit an email address. Would be fantastic if this feature could be added

This is a must. Not sure why we cant? seems ridiculous and a simple change to make.

This is a feature that is available and we use with adobe sign . My understanding is document packs utilise the adobe platform so possibly a change at xero's end required to enable this.

Yes, it'd be far more efficient if you could just edit the signatory's email address rather than having to create a new document pack

Agree critical. Ability to amend / remove / substitute documents as well. Alternatively a copy feature.

concur with all comments, ability to add/amend email addresses or rename document pack is critical to optimise the use of Xero HQ.

This really is critical. Client has changed email addresses after I sent document pack - I don’t want to ‘cancel’ the pack - it will stay there as cancelled, when all I want to do is resend to the new address.

This is critical as client sometime change email address without let you know or would prefer it to go to work email or personal email