When a customer asks for one of your services, a commission on a product or custom work, the request arrives under Orders. This guide takes you through a request from the first message to the finished work. It's for store owners and the staff who handle requests. To set up services in the first place, see Offer a service.
Before you start
Staff need Handle requests to open requests, send prices, move them on and write in their conversations. Reply to messages also lets someone write in a request's conversation. Both come with the Messages permission. Owners and admins have both. See Roles and permissions.
Owners, admins and staff with Handle requests get a notification when a request arrives, unless they've turned those notifications off.
Find your requests
In your store's dashboard, open Orders and select the Requests tab. The number on the tab is how many requests are waiting for your reply.
Filter by status if you need to. , the default, shows every request that's still being worked out or worked on. You can also pick , , , , , , or .
Active
Open
Quoted
In progress
Delivered
Completed
Declined
Cancelled
All
Each row shows the request, the customer, the product for a commission, its status and when it last changed. Requests with messages you haven't read are highlighted.
The request page
Select a request to open it. The line under its title says what kind it is: Service request, Commission on a product, or Custom work request.
The conversation fills most of the page. Every step, from each price to the delivery, is posted in it as well, so it reads as the whole story. The same conversation appears under Messages.
Customer: who asked, with their budget if they gave one, and the product for a commission.
Progress: where the request is, and the next thing for you to do.
What they asked for: their answers to your service's form.
Request statuses
Status
What it means
What moves it on
Open
A new request, or the customer turned down your price.
You send a price.
Quoted
You've sent a price.
The customer accepts it or turns it down.
Accepted
The customer accepted your price.
You start work, or deliver straight away.
In progress
You're working on it.
You mark it delivered.
Delivered
You've delivered it.
The customer confirms, or 7 days pass.
Completed
It's done.
Nothing. It's finished.
Declined
You declined it.
Nothing. It's closed.
Cancelled
The customer cancelled it.
Nothing. It's closed.
The Progress panel names the same steps a little differently: Requested, Quoted, Agreed, In progress, Delivered and Done.
Send a price
On an open request, go to Send a price in the Progress panel.
Enter the Price (USD).
If you like, pick the date it'll be Delivered by and describe What it covers.
Select Send price. If you've priced this request before, the button says Send new price.
Prices are in US dollars, from $1 to $50,000. The price is posted in the conversation, the customer is notified, and the request moves to Quoted.
Change a price: while the customer hasn't answered, open Change the price and select Send new price. The new price replaces the old one.
If they turn it down: the request goes back to Open, with their reason if they gave one, and you can send a new price.
Earlier prices are listed at the bottom of the panel, marked Accepted, Turned down or Replaced.
Agree how they'll pay
When the customer accepts, the request moves to Accepted, and the Progress panel shows the price it was agreed at, with the delivery date if you set one.
Payment is arranged between you and the customer. Agree in the conversation how and when they'll pay. Enviglo keeps track of the request and the agreed price, but doesn't take the payment.
Do the work and deliver it
When you're ready, select Start work. The request moves to In progress, and the customer is told.
When it's finished, write a delivery note if it helps, such as a link, a file name or how to install it.
Select Mark delivered.
If the work was done before you started it on Enviglo, open It's already done on an accepted request to deliver it straight away.
The customer is asked to check the work and select Confirm it's done, and the request moves to Completed. If they don't confirm, it completes by itself 7 days after you delivered it. The Progress panel shows the date.
While a request is in progress or delivered, the customer can also Raise a problem. What they write is posted in the conversation, and you're notified. Reply there to sort it out. A problem raised after delivery puts the request back to In progress, so it won't complete by itself: fix what's wrong, then press Mark delivered again, and the customer gets a fresh 7 days to check it.
If the work includes a product
When a request is a commission on one of your products, the request page shows When it is paid and delivered to anyone who can grant licenses. It's a reminder to give the customer a license, so the product lands in their library. To grant it:
On the request page, under When it is paid and delivered, select Grant license. The product and the customer are filled in.
Add a note or days of access if you need them, then select Grant license.
You can decline a request while it's Open, Quoted or Accepted.
Select Decline request in the Progress panel.
Add a reason if you like, then select Decline.
The customer is told, with your reason. Once work has started, you can no longer decline it.
When the customer cancels
Customers can cancel a request until it's delivered: while it's open, quoted, accepted or in progress. You're notified, the conversation shows the request was cancelled by the customer, and it moves to Cancelled.
Troubleshooting
"The price is agreed already." The customer has accepted a price, so you can't send another.
"Pick a delivery date from today on." The Delivered by date is in the past.
"The lowest price is $1." or "The highest price is $50,000." Change the price to fit.
"The request changed a moment ago. Refresh to see where it is." The customer did something at the same time as you. Refresh the page and try again.
"You do not have permission to do that." when you reply: writing in a request's conversation needs Handle requests or Reply to messages.