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Veles can send order forms for signature through PandaDoc. One Veles admin connects your PandaDoc workspace with an API key, and every rep sends through that connection. Reps review each document in PandaDoc and send it from there. This page covers the full PandaDoc setup, from your API key to the first signed order form.

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Before you start

Make sure you have:
  • PandaDoc Enterprise with API access — Veles connects with a live PandaDoc API key.
  • Document credits — each document Veles creates in PandaDoc uses one of your PandaDoc document credits, even if nobody sends it.
  • A PandaDoc login for every rep who reviews documents — reps open each draft in PandaDoc to send it, so they need access to your workspace there.
  • Veles admin access — only Veles admins can connect PandaDoc.

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Connect PandaDoc

1

Create an API key in PandaDoc

In PandaDoc, go to Settings > Integrations > API and create a live API key. Sandbox keys won’t connect.Documents are created in the PandaDoc workspace the key belongs to. If you have more than one workspace, create the key in the one you want to use.
2

Open the PandaDoc settings

In Veles, go to Admin Console > Integrations and choose PandaDoc.
3

Paste the key

Paste your key and click Connect. Veles checks it with PandaDoc, then shows the PandaDoc user and workspace it belongs to. After that, Veles only ever shows the key’s last 4 characters.
4

Check signing updates

The Signing updates card should say Receiving updates. That means PandaDoc will tell Veles when a document is sent, viewed, signed, or declined. If it says something else, see Troubleshooting.
5

Turn on PandaDoc

Go to Admin Console > Order Forms & E-signature. Under E-signature, find the PandaDoc card and click Use. The card now shows In use.
Only one e-signature provider is in use at a time. The PandaDoc page also has these buttons:
  • Test connection — checks the saved key with PandaDoc.
  • Replace key — saves a new key, for example when the person who created the old one leaves. A key from another workspace is refused while documents are out for signature.
  • Disconnect — forgets the key. PandaDoc stops sending updates to Veles.
  • Remove PandaDoc — removes PandaDoc from your Veles account.
Disconnect and Remove PandaDoc are refused while a document sent from Veles is still out for signature. Documents already in PandaDoc stay there, and order forms already signed stay on their orders in Veles.

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Sending an order form

The order form has to be a PDF. If your agreement is a Word file, upload a PDF version first.
1

Start the send

On a finalized order, click Send for Signature. Add the customer’s signers under Counterparty and your team’s under Internal signers, then send.
2

Check who it comes from

The send window says who the document will come from:
  • Sent from PandaDoc as your name, if your Veles email has a login in the connected PandaDoc workspace.
  • You’re not in your company’s PandaDoc workspace, so this will be sent as the person whose key connected PandaDoc, if it doesn’t.
You can send either way.
3

Open the draft in PandaDoc

Veles creates a draft in PandaDoc. Click Open in PandaDoc to review and send.
4

Check the fields and send

Each signer already has a signature field at the bottom of the last page. Drag the fields to your signature block if you want them somewhere else, then send the document from PandaDoc.Don’t reassign the signature fields to someone else. A recipient with no field of their own only gets a copy, and can’t sign.
If you close the window before sending, the order shows Open in PandaDoc to send so you can finish later. Customer signers sign first. Your internal signers get the document only after every customer signer has signed. The status updates in Veles by itself. Veles also checks with PandaDoc every hour, in case an update didn’t arrive. To check now, click Refresh signature status.

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Who has viewed it

PandaDoc tells Veles that a document was opened, but not who opened it. So the document shows Viewed, while each signer’s dot stays grey until that signer signs.

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Deadlines

If the order has an expiration date, the PandaDoc document expires on that date. Some PandaDoc plans don’t allow Veles to set a deadline. The document then goes out with PandaDoc’s own default, and Veles still expires the order on its date.

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If you edit a sent document in PandaDoc

Editing a sent document puts it back to draft in PandaDoc, and its signing links stop working until you send it again. Veles follows along: the order shows Awaiting send and goes back to Finalized, and the activity feed says Returned to draft in PandaDoc. Sending it again from PandaDoc moves the order on as before.

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Cancelling and voiding

Cancel the signature request. On the order, click Cancel signature request. The order goes back to Finalized so you can revise the documents and send again. Void the order. Clicking Void & Revise and then Void Order also stops the document. What happens in PandaDoc depends on where the document is:
  • Not sent yet — the draft moves to PandaDoc’s trash.
  • Out for signature — the document is marked expired, and PandaDoc emails the signers that it’s no longer available.
  • Already signed or declined — nothing is cancelled. If it was signed, Veles shows “This was signed before the cancel reached PandaDoc.”
If PandaDoc refuses, or your connection has lapsed, Veles still cancels on its side. The activity feed says “Could not cancel in PandaDoc: cancel it there”, and every admin gets a notification. The document may still be live in PandaDoc and the customer may still be able to sign it, so someone needs to cancel it in PandaDoc by hand. If PandaDoc is down or busy, nothing changes and Veles asks you to try again.

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A signature that arrives after a cancel

Sometimes a customer signs just as the request is cancelled. When that signature reaches Veles, Veles accepts it and the order moves on as signed. Veles does not accept it when:
  • the order was voided,
  • the order was sent for signature again, or
  • PandaDoc could not cancel the document (see above).
In those cases the order stays as it is, the signed copy stays in PandaDoc, and every admin gets a notification.

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Where signed documents go

When an order form is signed:
  • In PandaDoc — the signed document stays in your workspace.
  • In Veles — the signed agreement, with PandaDoc’s signature certificate as its last page, is attached to the order, and the order is ready to execute.
Veles places signature fields by adding a small amount of invisible white text at the bottom of the last page. You won’t see it on the page or in print, but it’s still in the PDF, so text search or copy and paste can pick it up.

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Troubleshooting

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PandaDoc won’t connect

  • “PandaDoc didn’t accept this key.” — check you copied the whole key, and that it hasn’t been deleted in PandaDoc.
  • “This is a PandaDoc sandbox key. Paste a production key.” — create a live key in PandaDoc. Live keys need PandaDoc Enterprise with API access.

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Veles asks you to reconnect

  • “PandaDoc no longer accepts the saved API key.” — the key was deleted, or the person it belongs to lost access to PandaDoc. Sends are refused until an admin pastes a working key with Replace key.
  • “Reconnect PandaDoc to file the signed agreement” — a customer signed while the key wasn’t working. The signed copy is safe in PandaDoc. Veles files it on the order once an admin pastes a working key.

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A rep can’t send

  • “Your PandaDoc account has run out of Usage Credits” — add credits in PandaDoc, then send again.
  • “PandaDoc needs the order form as a PDF.” — upload a PDF version of the agreement, then send again.
  • “The order form PDF is password protected” — upload an unprotected PDF, then send again.

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A signer was only sent a copy

  • “Name was sent a copy, not a signing request. Resend from PandaDoc.” — PandaDoc listed that person as a CC, so they can’t sign. In PandaDoc, edit the document, assign that person a signature field, and send it again.

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Veles can’t see the document

  • “Veles can no longer see this document in PandaDoc.” — the document was moved to PandaDoc’s trash, or the person whose key connected PandaDoc lost access to it. The order keeps its last status and Veles stops checking it. Void the order and send it again if it still needs signing.

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Signing updates aren’t arriving

  • Not set up or Switched off in PandaDoc on the Signing updates card — click Re-register. Until you do, Veles still picks up changes in its hourly check.
For persistent issues, reach out to the Veles team at hi@getveles.com.

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What’s next

Order form templates

Set up the order form Veles sends for signature.

Contract management

What happens after an order is signed and executed.