---
title: "Understanding Custom Order Inquiries in BakeSmart"
url: "https://help.bakesmart.com/en/article/understanding-custom-order-inquiries"
language: "en"
last_updated: "2026-06-24T14:39:43.350Z"
---

# Understanding Custom Order Inquiries in BakeSmart

Learn how to manage custom order requests from customers seeking quotes for special orders.

## Overview

Learn how to manage custom order requests from customers seeking quotes for special orders.

## What This Feature Is

Custom order inquiries let customers describe special orders (like custom cakes) and receive price quotes from you. You communicate through a message thread and send quotes that customers can accept.

## How It Works

### Receiving Inquiries

When a customer submits a custom order request:

-   You receive a notification about the new inquiry
-   The inquiry includes their requirements, occasion, guest count, and any reference images
-   A message thread is created for communication

### Communicating with Customers

Use the message thread to:

-   Ask clarifying questions
-   Share design ideas and images
-   Discuss requirements before quoting

Customers can add additional images at any time.

### Sending Quotes

When you're ready to quote:

-   Set the price for the custom order
-   Set an expiration date for the quote
-   Customer receives a notification about the quote

### Quote Expiration

If a customer does not accept before expiration:

-   The quote expires
-   You can send a new quote with a new expiration date
-   Customer receives a notification about the new quote

### Inquiry Status

Each inquiry shows a color-coded status badge so you can tell at a glance where it stands:

| Status | Color | Meaning |
| --- | --- | --- |
| **Reviewing** | 🔵 Blue | New request submitted; you are reviewing it |
| **Quoted** | 🟡 Amber | You have sent a price quote with an expiration date |
| **Accepted** | 🟢 Green | Customer has accepted the quote; ready to place the order |
| **Order Placed** | 🟣 Purple | The quoted order has been placed (not just drafted) |
| **Expired** | ⚪ Gray | The quote's expiration date passed before the customer accepted |
| **Archived** | 🔴 Red folder | Request has been closed (shown as a folder in the inbox, not a badge) |

Inquiries normally move through these stages in order: **Reviewing → Quoted → Accepted → Order Placed**. You can archive an inquiry at any point. **Expired** appears automatically when a quoted inquiry's expiration date passes before the customer accepts.

### Archiving Inquiries

You can archive inquiries that are no longer active:

-   Archived inquiries cannot be reopened
-   If a customer wants to continue, they must submit a new request

### Inquiry Limits

-   Customers can have multiple open inquiries simultaneously
-   There is no limit on concurrent inquiries
-   Inquiries cannot be deleted or cancelled by customers

## What's Supported Today

-   Receiving custom order requests
-   Message thread communication
-   Sending price quotes with expiration
-   Re-quoting after expiration
-   Archiving completed or inactive inquiries

## Limits, Rules, or Constraints

-   Customers cannot delete or cancel their inquiries.
-   Archived inquiries cannot be reopened.
-   To continue after archiving, customer must submit new request.
-   No limit on concurrent inquiries per customer.

## Common Questions

**Can I reopen an archived inquiry?**  
No. Archived inquiries are permanently closed. The customer must submit a new request.

**What happens if the quote expires?**  
You can send a new quote with a new expiration date. The customer will be notified.

**Can customers cancel their inquiry?**  
No. Customers cannot delete or cancel inquiries. If they don't want to proceed, they can let the quote expire.

**How many inquiries can a customer have open?**  
There is no limit. Customers can have multiple open inquiries at the same time.

## Related Articles

-   [Understanding Order Management](https://help.bakesmart.com/en/article/understanding-order-lifecycle)

## Keywords

custom order, inquiry, quote, custom cake, special order, price quote, inquiry management