Sometimes a signer reports back that they have e-signed the document, but the listings say they have not. This article explains the most likely scenario and what to do.
The most likely explanation is that the signer has not completed the final agreement statements.
See this article if your signer says they are unable to complete the document.
After a signer completes all fields and signs, these statements appear beside the documents and must be ticked for final completion.
Click on the signer name on your dashboard and re-send a link to their document and ask them to check for any incomplete fields and then complete the final process (click Continue > tick any agreement statements > press ACCEPT to execute the document).