Find answers to our most frequently asked questions.
TABLE OF CONTENTS
Click to jump to each category
How To
Q: How do I place an order?
A: Log in to the Community Archives Marketplace and begin typing the property address to get started. Step by step directions can be found in our how to place an order article.
Q: How do I check an order status?
A: Order statuses can be found on the order listing after logging in to the Marketplace. See below for more information on what each status means.
Awaiting Payment Info: The order processing fee has not yet been paid. Payment must be received before the order can be prepared. A credit card payment can be added to the order, or a paper check can be sent to the address provided in the order details.
Preparing: Your order is being prepared for delivery.
Cancelled: There was a issue with your order that we were unable to resolve and a new order must be placed.
Blocked: There is an issue with your order that will need to be resolved before proceeding. This could be a required document that is still needed, or address/seller verification. View the order details for more information on how to resolve.
Delivered: Your order is complete and has been delivered to the requested recipients. You may download your documents in the order detail page.
Q: How can I get my order faster?
A: Priority service can be added to an order at any time and can now be self serviced by a shopper in the order detail page. More information can be found in our adding priority service to an order article.
Q: How can I update my order?
A: Visit the Marketplace to locate your completed order. View the order details and scroll to the bottom of the page to see update options. This article about requesting an update can also help with step by step directions.
Q: How do I download my documents?
A: Log in to the Marketplace to locate your order. If your order status reads "Delivered" you may download the documents in the order detail page.
Q: How do I cancel an order?
A: An order may only be cancelled by the shopper up until the point that preparation begins. Log in to the Marketplace to locate your order and check the status. Click the "Cancel Order" button. Additional information can be found in our how to cancel an order article.
Q: How do I request a refund?
A: Please contact our Shopper Support Team either via phone 833-462-3627 or [email protected] and provide the order number and details surrounding your request. Please note that all refund requests are reviewed by management staff.
Pending Orders
Q: How do I check an order status?
A: Order statuses can be found on the order listing after logging in to the Marketplace. See below for more information on what each status means.
Awaiting Payment Info: The order processing fee has not yet been paid. Payment must be received before the order can be prepared. A credit card payment can be added to the order, or a paper check can be sent to the address provided in the order details.
Preparing: Your order is being prepared for delivery.
Cancelled: There was a issue with your order that we were unable to resolve and a new order must be placed.
Blocked: There is an issue with your order that will need to be resolved before proceeding. This could be a required document that is still needed, or address/seller verification. View the order details for more information on how to resolve.
Delivered: Your order is complete and has been delivered to the requested recipients. You may download your documents in the order detail page.
Q: How can I get my order faster?
A: Priority service can be added to an order at any time and can now be self serviced by a shopper in the order detail page. More information can be found in our adding priority service to an order article.
Q: How do I cancel an order?
A: An order may only be cancelled by the shopper up until the point that preparation begins. Log in to the Marketplace to locate your order and check the status. Click the "Cancel Order" button. Additional information can be found in our how to cancel an order article.
Turn around time
Q: When will I receive my order?
A: You should expect to receive your order within the estimated delivery time* frame provided in your order details. Delivery times can vary depending on the product and Community. While we make every effort to complete all orders on time, delays can occur for a number of reasons. See below for a list of common causes.
- A balance due on the order
- Resale requirements of the Community (i.e., required documentation, new owner orientations, Board of Directors approval, etc.)
- Information discrepancies (Provided address or Seller name does not match current records.)
*Please take note of the following delivery time definitions:
Business Days - Generally Monday thru Friday, NOT including nationally observed Holidays.
Business Hours- The hours of operation set by the preparing office.
Q: How can I get my order faster?
A: Priority service can be added to an order at any time and can now be self serviced by a shopper in the order detail page. More information can be found in our adding priority service to an order article.
Note that if payment is required prior to delivery of the order, the delivery time "clock" will not begin until payment has been received.
Payments and Fees
Q: How can I obtain a receipt/invoice for my order?
A: Log in to the Marketplace to locate and view the details of your order. Under the "Delivery" section of the order, you will "Processing Invoice" and the invoice number. To the right of the invoice number is a download button where you can download the invoice. Additionally, if there are closing fees due to the company, you may also see "Closing Invoice" under the "Closing Information" section, and if so, you can also download a copy of that invoice by clicking the download icon to the right of the invoice number..
Q: How can I make a payment to an existing order?
A: Log in to the Marketplace to locate and view the details of your order. If paying by credit card, scroll to the payment section of the order detail page and click "Add Credit Card Payment". You may also find step by step directions in our article about adding a credit card payment.
Q: Where do I send a processing fee payment if paying by check and who is it payable to?
A: Please make the check payable to the local branch office listed in the order details. Payment addresses will vary and will be listed in the order detail. **Be sure to include the order number on the check**
Q: I don't see my credit card has been charged. Can you confirm the payment information went thru?
A: Credit cards are charged once the order is delivered. You may see a pending charge as soon as the order is placed, however the final charge will take place when the order is delivered.
Q: Can you take my payment over the phone?
A: No, we are not able to accept payment over the phone.
Q: What are closing fees?
A: Closing fees are fees paid to the management company. These can be known as transfer fees, account closure fees, change of record fees, new account set up fees, etc. These fees are only due if the closing occurs.
Q: What are processing fees?
A: Processing fees are fees associated with preparation of the documents requested by Lenders, Title/Escrow companies, and other Real Estate Professionals. Unless prohibited by local statutes, these fees are payable prior to the delivery of the document order, at the time of closing, or within 90 days of the order delivery should the sale not close.
Q: Can I place the order but have someone else pay for it?
A: Yes! During checkout, select "Someone else" when asked who will be paying for the order. Further instructions will be provided if this option is selected.
Q: What is the difference between the listed payment methods?
A: Please see below for payment method definitions. Note that not all payment methods are available in all areas for all product types.
In Advance: Payment must be submitted before the order will be prepared or delivered. Estimated delivery times will be recalculated upon receipt of payment. Payments may be submitted by either check or credit card.
Net 90: Payment is due within 90 days of order delivery.
After Closing: Payment is due within 30 days of closing taking place.
*Important* If payment is required prior to delivery of the order, the estimated delivery time will be recalculated once payment has been received.
Order Updates
Q: How can I update my order?
A: Visit the Marketplace to locate your completed order. View the order details and scroll to the bottom of the page to see update options. This article about requesting an update can also help with step by step directions.
Q: What is the turnaround time for an updated order?
A: This can vary depending on the product type. You can find the expected delivery in the order detail page.
Q: Why can't I update a previous order?
A: This can be for any one of the following reasons:
- The product type is not set up for updates
- The number of permitted updates per order has already been requested
- The number of days permitted in the update window has been exceeded
A new order would need to be placed if an update is not available.
Miscellaneous and Technical Support
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Q: I cannot locate the unit address or Community for which I need to order documents
A: If you are able to locate the Community name, an order can still be placed by manually entering the unit address. This article Creating a missing unit can help.
If you cannot locate either the address OR the Community, it may be a new Community and we are currently working with our business partners to gather the information needed to fulfill orders.
Q: The seller type is greyed out and I am not able to change it when placing an order
A: This is expected behavior and is a default setting. There is nothing you need to change in this field.
Q: The "Next" button is greyed out and I am not able to move to the next step of placing my order. All of the required fields are filled in.
A: Be sure that any field that requires an address has had that address typed in and then selected from the USPS options. Pasting an address in those fields from another source will cause this issue.
Q: Once I receive my documents, how long can I use them?
A: This depends on the type of document, but most prepared documents are valid for 30 days. Community Budgets will be valid through the end of the Community's fiscal year, while the governing documents are continuously valid unless they are updated by the Board of Directors. If assessment account balance information has changed, an update order will need to be placed via the Marketplace. Please see our article related to requesting an update for assistance.
Didn't find what you were looking for? Contact our Shopper Support Team at 833-462-3627 or [email protected].