Clear documentation of how pay at close works for client care

Client care staff have reported confusion about what 'pay at close' (e.g. with Guardian) looks like in practice—what they see in the system, what the client sees, how fees are passed on, and why amount thresholds may be less relevant when fees are passed through. They want documentation that explains the flow and rules so they can answer client questions and apply the right process.

Why it matters: Reduces confusion and ensures client care can consistently explain and use pay-at-close correctly.