tokens: The Customer Service Representative sends a Mortgage offer to the customer and waits for a reply . If the customer calls or writes back declining the mortgage , the case details are updated and the work is then archived prior to cancellation . If the customer sends back the completed offer documents and attaches all prerequisite documents then the case is moved to administration for completion . If all pre-requisite documents are not provided a message is generated to the customer requesting outstanding documents . If no answer is received after 2 weeks , the case details are updated prior to archive and cancellation .