Borrowers and staff regularly forward an unexpected email and ask whether Big POS sent it. Often it did not — the message came from Encompass, the disclosure provider, or a marketing or CRM platform. Checking the sender first usually answers the question and saves a round trip with support.
Check the sender address
Big POS notifications are sent from a per-brand address on your own sending domain. The exact address differs by client and by brand, so if someone asks what address the e-consent request comes from, your administrator has the answer for your organisation. Anything arriving from another domain — your CRM, your marketing platform, or an ICE or Encompass address — did not come from the point of sale, and the point of sale cannot change or stop it.
What Big POS does send
Account invites, task assignments, task reminders, task comment notifications, and application started and completed notices to the loan team.
The POS also emails the assigned loan officer when someone other than that loan officer sends an invite on their file.
What comes from ICE instead
E-disclosure emails and "documents waiting for review" emails are sent by ICE, not by the POS. The POS cannot track whether they were delivered, resend them, or stop them. Where you need a trackable prompt, use a POS task reminder instead.
"Package has been fulfilled" is an ICE notification about the package being issued, not about anyone signing it. Disclosure tracking is the authority on whether a borrower actually signed.
Messages that look wrong but usually are not
- A task comment notification normally means the borrower left a comment on a task. Open the task to see it.
- A task email about a loan you have closed is usually generated by an older, abandoned file for the same borrower. Ask support to confirm which file it came from, and to remove that file if it is no longer needed.
- An application started email fires when the draft is created. It proves a borrower began, not that anything arrived. See article 32, application started but never arrived.
Turning Big POS emails off for one loan
The Loan Summary page has a toggle that stops Big POS task emails for that loan only. It does not affect emails from any other system.
Before escalating
Forward the full email including headers, and say which loan it relates to.