This FAQ consolidates the most common contract-change questions into one place. Each question links directly, so you can share a specific answer with a colleague. Where a task has its own full guide, the answer links to it.
How do I change a contract's monthly payment, due date, or credit limit?
Most post-origination changes are requested by submitting a case under the consumer's account. When you open a case, you select a case type, including:
Contract Adjustment — a change to the contract such as monthly payment due
Due Date Change — changing the date the payment is due
Cancel/Close Contract — ending a contract
Change Consumer Contact Info — updating phone, address, or similar
After you submit, you're taken to the Review Case page, where you can add attachments and public remarks for others to review. Private remarks are visible only to you.
Note: Submitting a case is permission-based. If you don't see the option, your User Manager can grant it. For how to open a case, see How Do I Submit Cases?.
How do I increase a contract amount?
You can up-sell a consumer up to their approved credit amount. How you do it depends on the contract type:
Open line of credit: add an additional charge using the Add Charge button (see the Add Charge guide (link once published)).
Closed-end contract: use the Contract Increase process.
To process a closed-end increase, the contract must be Active and Current (no missed payments), active for at least one day, and closed-ended. Then:
Open the consumer's account from the search bar.
Select Client Actions, then Modify Contract in the left-hand menu.
Select the green Increase button. If the contract isn't eligible, select the Why not? link to see why.
Enter the amount to increase by (note the maximum shown at the top right) and a brief description.
Submit. When processing finishes, you're taken to the new contract.
✍︎ Loan Increases Must Be Signed the Same Day
All Loan Increases must be signed within the same calendar day they are initiated. Any Loan Increase not signed by 11:59 PM CT will be automatically voided.
Can a consumer's line of credit be increased beyond the approved maximum?
Typically, no. The maximum credit amount is based on the consumer's creditworthiness, and the line of credit is generally not increased once that maximum is reached.
Some merchants on Servicing Programs have more flexibility with credit limits because those are in-house contracts. If raising credit limits would benefit your program, the option may not be enabled for all Finance Programs — contact the Sales to discuss.
How do I decrease a contract or refund part of the price?
The Contract Decrease process reduces or refunds a portion of the original product price. To be eligible, the contract must be Active and Current, serviced by UAS, of the applicable contract type, with no unpaid fees, no principal adjustments, no processing transactions, and a valid email on file.
To process a decrease please submit a refund using the Returns Flow located under Client Actions
Full Return will include a refund to the consumer if they made any payments
Partial return will not include a refund as long as the amount of return entered is less than the current balance on the contract
To process a decrease without a refund, the contract must be Active and Current (no missed payments), and active for at least one day
Open the consumer's account from the search bar
Select Client Actions, then Partial
Enter in the amount of the decrease (note, if the decreased amount exceeds the current balance a refund will be issued to the consumer)
Enter the reason for the decrease.
Press Continue
Note: Eligibility for both increases and decreases depends on your specific Finance Program configuration and may be limited to certain users at your organization.
How do I cancel or close a contract, or adjust the principal balance?
Use the Returns function to make a full or partial adjustment to the principal balance, including canceling or closing an account. To submit a return, open the account and select Client Actions → Returns.
A few things to know before you start:
The new monthly payment cannot exceed the current monthly payment.
The interest rate will not change.
Any applicable repurchases are calculated automatically by the system.
No signature is required.
A full return reduces the balance to $0, and the consumer may receive a refund for applicable payments; any interest or fees may also be adjusted off where applicable. With a partial return, if a balance remains, the consumer is still responsible for it.
Submit Return Transactions by Term or Amount
Note: When you submit a return, a Support Ticket is created automatically — there's no need to submit a separate request. If Returns doesn't appear as an option, your organization's management or the Client Success Team can enable the permission.
How do I change the financed amount before the contract is signed?
If the price changes before the agreement is signed, you can update the financing charge in uPortal360 at any time. Locate the application and select Edit Charge Amount from the Contract Control Panel. If a down payment is required, you can enter the amount collected in the charge details.
How do i void a contract that hasn't been signed yet?
Any major change to the initial contract requires voiding the agreement. Voiding lets you update the purchase amount, terms, or down payment. It does not delete the application — it voids the created agreement and returns you to the credit application process, and the application moves back to your To Do queue.
To void: go to the Needs Signing queue, select View next to the consumer, select Void Agreement, enter a void reason, and select Void & Return to Manage Application. You can update the information immediately or come back later.
Important: A consumer cannot void an agreement directly — they can only decline to sign it. If a consumer declines or cancels, the agreement is void and financing is incomplete. You'll need to resend the agreement if the consumer still wants to proceed.
If a consumer adds a new charge, do they need a new contract?
No. When a consumer makes a new charge slip (an add-on), a new contract is not created. Instead, a new DocuSign envelope is generated for that charge. For how the new payment is calculated, see the Interest, Fees & Charges FAQ.
Can a consumer use their available credit, and where?
Yes. A consumer's credit line is established between you and the consumer and works only for purchases made through your company — this is known as captive financing. If a consumer has available credit, they are eligible to make further purchases with you.
Related articles
Contract Modifications (guide)
Submit Return Transactions by Term or Amount (guide)
Add Charge (guide)
Edit Charge Amount
DocuSign
How Do I Submit Cases?
Interest, Fees & Charges FAQ
Last reviewed: July 2026