Overview
If a service provider identifies discrepancies between a property's actual features and the information in the order or Engagement Letter, they can use our new Property Details Collaboration feature to notify you. This enables you to quickly review discrepancies and approve order updates, streamlining the process and preventing delays.
How to Find the Property Order Detail Requests
This process can happen at any time between order acceptance and product delivery, and can be initiated via the vendor's Mercury platform UI or via an AMC’s third-party integration.
When the vendor initiates a Product Order Details Request, the Secure order moves to a Product Order Details Requested status so that Mercury Secure users immediately know it needs their attention. Users with the appropriate permissions can approve or decline a request to revise order details via the Mercury user interface or the LOS integration, provided the LOS supports this functionality.
Select Orders tab from the main Order Management Screen.
Scroll to the Product Details Request folder.
Select your order from the Product Order Details Requested status list to open the details window.
How to Approve, or Reject property detail updates from the Service Provider/Vendor
In the Product Details Request window, you will see the Order Details that differ from the Engagement Letter, the Original Value in dispute, and the Requested Change Value.
You will also see direct comments from the vendor in the Comments from vendor field.
You can Accept proposed changes by selecting the appropriate checkboxes. If you do not check the Accept box, you are rejecting the change.
Note: This decision can also be made through the LOS integration, if this feature is supported by that integration.
How to Add Comments for the Vendor
Enter any comments in the Comments to vendor field to send to the provider. If you reject any proposed change, you must provide a comment to the service provider.
Click OK.
The order status will return to In Progress, and the Service Provider will receive a message confirming that the property details have been approved and updated. The order will now move forward with the corrected details, which will be accurate for both your records and the scope of work for the appraisal.
Users will need to confirm whether the approved updates impact the fee or turn time and manually update the data points on the order as necessary.
Outcome
After completing these steps, you will be able to access, approve, or reject property detail updates from the Service Provider and add dedicated notes. Once completed, the order status will return to In Progress, and the Service Provider will receive a confirmation message indicating that the property details have been updated.