How do I answer a customer's change request?

In the appQuotes and ordersUpdated 2 Nov 2026

Short answer

Open the customer's request from Open items in the Inbox or Change requests and questions on the order.

Review the requested value, confirm it or offer an alternative, and reply. Check the resulting request chip: Saved, not sent needs Send updated quote; an alternative can remain waiting for the customer's agreement.

Full guideHandle a customer's change request

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Where do I change the message after a customer requests a quote?

Edit Thank-you message under SettingsBrandingRequest sent page. Enter up to 300 characters, preview the wording and save. The message appears after the customer submits a quote request.

The portal's separate Footer message allows up to 500 characters and appears at the account-page bottom.

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Why doesn't my order field show on the online quote request?

Online quote requests show only active order fields whose Location visibility is All locations. Open the field at SettingsQuotes & ordersOrder fields and check its visibility. If the field is archived, restore it before expecting customers to see it.

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Can customers request changes after signing or placing an order?

Yes. Customers can request changes after signing or placing an order through the OrderPilot portal. A request doesn't change the order until your team accepts it.

Review the proposed change with the customer, then check whether the updated agreement needs another signature before continuing the sale.

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How do I save answers my team sends often?

Add saved answers in SettingsMessages & notificationsQuick replies. Each quick reply needs a Title and Text; you can save up to 20. Titles allow 60 characters and text allows 2,000.

Use {{customer.first_name}} and {{order.number}} for supported placeholders, then choose Save quick reply. The answers appear in the Inbox reply composer.

Open its own page Full guide: Run the Inbox for a team: assign, quick replies, reply goal