Handle a customer's change request

Before you start

On an unsigned, unpaid quote, a change request can move the sale to Changes Requested automatically. Signed or placed records wait for staff acceptance.

1. 1Customer asksA question or requested change appears against the sale.
2. 2Staff reviewsAccept, offer another value, decline or answer.
3. 3Staff savesCheck the resulting line and request state.
4. 4Customer receives the updateSend any changes still marked Saved, not sent.
5. 5Customer signsSigning resumes once the open items are settled.

Handle the request on the order

1. 1

   Step 1: Open the request

   Find Change requests and questions on the sale. Use the line's N open badge to find a request about that item.

   Read the requested value and chip. Your decision needs a decision; Needs reply needs an answer.

   

2. 2

   Step 2: Choose the appropriate action

   Use Accept to move the sale into Changes Requested while you work. Use Apply in quote to fill the requested value, then save.

   If you already made the edit, use Mark applied. To refuse it, choose Decline and reply with the reason.

3. 3

   Step 3: Review all changes together

   When the Changes Requested banner offers Accept changes, open it. Check every item under Requested changes to this quote.

   Enter Reply to and choose Accept when all changes are appropriate. The action saves the requested changes together and sends one reply.

4. 4

   Step 4: Close only a settled item

   For a question already answered, use Mark resolved. For an applied request, check whether it is still Saved, not sent.

   Close request closes that request without sending the updated quote. Reopen makes it open again and blocks signing until settled.

Review from the Inbox

1. 1

   Step 1: Open the review drawer

   In the Inbox, find Open items under To do, All or Waiting. Click Review.

   The drawer identifies the request and its position in the open items. Show in chat reveals its conversation context.

   

2. 2

   Step 2: Confirm or offer a different value

   Compare the Current value with the one marked Olivia asked (the customer's name), and the line and quote totals below. For dimensions, inspect Now, Asked and Range.

   Use Confirm change for the requested value. Choosing another value changes the action to Apply change, leaving the request waiting for the customer's agreement.

3. 3

   Step 3: Reply or answer a question

   Write in Reply to Olivia, or the equivalent customer field. Decline and Ask a question need your explanation.

   For a question, tick Resolve the question with this reply when the answer settles it. Send the reply and check Reply sent · question resolved.

   If prices are still hidden, the drawer warns that they remain hidden until the quote is sent. A signed quote also warns when signing will be required again.

Send saved changes

1. 1

   Step 1: Review the send banner

   When Ready to send appears, read the saved changes and use Review changes if needed.

   Click Send updated quote or Send updated order. The appropriate email composer opens.

   

2. 2

   Step 2: Include the change summary

   Keep Include what changed ticked to explain the revised value and previous value. Review the new total and message.

   Follow Email a quote or order, then click Send now. Check the send result and request state afterward.

3. 3

   Step 3: Check the remaining blockers

   Return to the request card. Check that no question or request still waits on staff or the customer.

   For changes awaiting the updated email, provider acceptance of that email settles them. A failed or held send leaves them saved but unsent.

What happens next

The customer's update can list changed options, quantities and the new total. Declined changes are excluded from What changed.

Once the last open request is settled, the sale can leave Changes Requested. Signing becomes available when no remaining open item blocks it.

Completing a request does not cancel an order or issue a refund. Handle those actions separately when the customer's request requires them.

Important notes and tips

If something goes wrong