What happens when a customer asks for a change after signing?

Quotes and ordersUpdated 2 Nov 2026

Short answer

The signed quote stays as it is until your team accepts and applies the change.

Saving a customer-facing change (options, prices, quantities, shipping or warranty) can make the current signature invalid. The sale then shows Re-Sign, and the earlier signed document is kept as a superseded record. Settle open questions and requests, then send the updated quote for the customer to sign again.

Full guideHandle a customer's change request Full guideSet signature and minimum-deposit requirements

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Can I change the agreement customers accept when signing?

You can add an Agreement line of up to 200 plain-text characters before the standard agreement; the standard wording always remains. Set the line under SettingsBrandingSigning page and save. The additional line also appears during showroom signing.

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Does the customer get a copy after signing?

Yes. When Email customers their signed copy is on, OrderPilot emails the stored signed PDF after an electronic signature, whether the customer signed online, by QR code or on the showroom iPad. The setting starts on and copies the salesperson; the customer needs an email address, and customer emails must be on.

After signing online, the customer can also choose Download signed copy (PDF). Recording a paper signature sends no signed-copy email. The stored PDF keeps exactly what was signed, with its certificate page.

Open its own page Full guide: How customers sign and pay online

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.

Open its own page Full guide: The customer portal

Does assigning an Inbox conversation change the order's salesperson?

No. The Inbox assignee is separate from the order's owner, its primary salesperson. Assign the conversation to an eligible teammate when they should handle the messages.

Only people who can reply to that conversation appear in the assignee list. Changing ownership of the sale is a separate action requiring order reassignment permission.

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