How to Respond to a Custom Order Inquiry

Overview

Review a customer's custom order request, communicate with them, and send a price quote.

Before You Start

• You need the Admin role

Steps

Reviewing a new inquiry

• Navigate to the custom order inquiries section. New inquiries appear with a blue "Reviewing" status badge.
• Open the inquiry to see the customer's request, including:
• Event details (occasion, guest count, budget range)
• Fulfillment preferences (date, method, delivery address)
• Customer's message and any reference images
• Mark the inquiry as read.

Communicating with the customer

• Use the message thread to ask clarifying questions or share design ideas.
• The customer receives a notification (SMS if opted in, otherwise email) when you reply.
• Customers can add additional images to the thread at any time (up to 8 images per message, max 2 MB each, in JPEG, PNG, or WebP format).

Sending a quote

• When you are ready to quote, set the price for the custom order.
• Set an expiration period for the quote (defaults to your configured preference, typically 30 days).
• Send the quote. The customer receives a notification with the price and expiration date.
• The inquiry status changes to the amber "Quoted" badge.

After the customer responds

• If the customer accepts the quote, the status changes to the green "Accepted" badge. You can then proceed with creating or finalizing the order. Once the order is placed, it shows the purple "Order Placed" badge.
• If the quote expires before the customer accepts, the badge turns gray and reads "Expired." You can send a new quote with a new expiration date.

Archiving an inquiry

• When an inquiry is complete or no longer active, archive it.
• Archived inquiries cannot be reopened. If the customer wants to continue, they must submit a new request.

Important Notes

• You can resend a quote with a new expiration date at any time before or after it expires.
• Customers cannot delete or cancel their inquiries. They can let quotes expire if they don't want to proceed.
• There is no limit on how many open inquiries a customer can have.
• Archived inquiries are permanently closed.
• You can bulk-update multiple inquiries (mark as read, archive) from the inquiry list.

Related Articles

• Understanding Custom Order Inquiries

Keywords

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