Instructions

When clients respond to renewal reminders — choosing to renew or abandon — their instructions appear here for your team to review and process.

How Instructions Arrive

Instructions are created when a client completes the renewal landing page (linked from their reminder email). Each instruction contains:

The matter the instruction relates to.
The instruction type — renew or abandon.
The instructor — the contact who submitted the instruction.
Optional notes from the client.
Payment details, if the client paid online.

Instructions submitted together (e.g. when a client uses the batch renewal feature to renew multiple matters at once) are grouped by their submission ID.

Processing Instructions

Pending instructions appear on the Instructions page. To process an instruction:

Review the instruction

Check the matter name, instruction type, and any notes from the client. Verify payment status if applicable.

Click Process

Processing an instruction triggers several actions automatically:

For renew: the matter's next renewal date is advanced to the next cycle.
For abandon: the matter's status is changed to "archived".
A confirmation email is sent to the instructor (using the matter type's confirmation template).
An invoice is generated (pushed to Xero or saved as PDF, depending on your configuration).
A platform billing charge is recorded (5% of the professional fee).

Bulk processing

You can select and process multiple instructions at once using the bulk action controls. This is especially useful for batched submissions from the same client.

Instruction Statuses

Each instruction has one of three statuses:

Pending — submitted by the client, awaiting your action.
Processed — completed by a member of your team. The renewal date has been advanced (or matter archived), and confirmations sent.
Cancelled — dismissed without processing.

Reminders

Configure and send renewal reminders

Client Landing Page

What your clients see