Draft auto-generated by KB Maintenance on 2026-09-22 from 1 support conversation(s). Gap type: GAP. Source conversations: 215561161241556.
This article explains what to do when a client's purchase falls through and they need to remortgage instead — specifically, how to handle the case type change in Smartr365.
Overview
Smartr365 does not support converting an existing Purchase case directly to a Remortgage case — the mortgage type cannot be changed once a case is created. When a purchase falls through and the client needs a remortgage, you must create a new Remortgage case for the client.
Steps to Follow
Do not attempt to edit the mortgage type on the existing Purchase case — this is not possible and may cause data issues.
Keep the original Purchase case in Smartr365 for audit/record purposes. You may wish to update its status to indicate it is no longer active (e.g. mark it as lost or withdrawn, per your firm's process).
Create a new case for the client and select Remortgage as the mortgage type.
Re-enter the relevant client and mortgage details in the new Remortgage case. Some Fact Find data linked to the client (e.g. personal details, dependants) may already be pre-populated from the client record.
Proceed with the new Remortgage case as normal.
Common Issues
Client Fact Find data needs to be re-entered: Client-level data (personal details, employment, address history) is shared across cases. Mortgage-specific data from the Purchase case (property details, loan amounts) will need to be re-entered on the new Remortgage case.
Two active cases for one client: This is expected. The old Purchase case should be closed/marked inactive so your pipeline remains clean.