Setting up first time customers for success

Question

I’ve been USING docusign for a number of years now as a customer. Now I’m sending them TO customers. So far it’s been a really good tool for allowing my customers the freedom to complete a transaction that doesn’t require yet another visit to a store and for me to alter jobs and get a signature for signing off on change orders. Wonderful.

To which, I recently had a customer ( elderly, 1st time user ) some how calling me after signing that they some how ended up paying $300 to put the signature on my document. This raised a large level of concern as I’ve never had a customer have this experience. I sent myself the same document, but it was as clean as I’d expect it to be, with nothing veering the customer to pay.

I’m supposing that as a first time customer, the site brought them through an onboarding page, where they wandered into signing up for an annual standard subscription ( based on the $300 price tag ).

Is there a repeatable way to help new users from accidentally creating a paid account? I’m not entirely sure short of having to write something in the body of the message. My customer absolutely will not use this service again due to the difficulty even in getting the charges reversed.

JohnSantos · Accepted Answer

​@MN MikeDocuSign never charges signers to sign. Ever. But the site does market its own plans, and a confused user can wander into one.It happens once in a while withusers who click through the “Start a Free Trial”prompts instead of skipping the request. I recommend you check your Signing Settings and uncheck the option to “Allow Recipients to Create a DocuSign Account”.