Saved Sep 19, 2026 by @enviglo: First version
+ 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](/wiki/offer-a-service).+ ## Before you start++ - Staff need **Handle requests** to open requests, send prices and move them on, and **Reply to messages** to write in the conversation. Both come with the **Messages** permission. Owners and admins have both. See [Roles and permissions](/wiki/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++ 1. 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.+ 2. Filter by status if you need to. **Active**, the default, shows every request that's still being worked out or worked on. You can also pick **Open**, **Quoted**, **In progress**, **Delivered**, **Completed**, **Declined**, **Cancelled** or **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++ 1. On an open request, go to **Send a price** in the **Progress** panel.+ 2. Enter the **Price (USD)**.+ 3. If you like, pick the date it'll be **Delivered by** and describe **What it covers**.+ 4. 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++ 1. When you're ready, select **Start work**. The request moves to **In progress**, and the customer is told.+ 2. When it's finished, write a delivery note if it helps, such as a link, a file name or how to install it.+ 3. 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.++ ## 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:++ 1. Open **Licenses** and select **Grant license**.+ 2. Choose the product, and enter the customer's username as the **Recipient**.+ 3. Select **Grant license**.++ You need the **Grant licenses** permission. See [Give, revoke, restore and transfer licenses](/wiki/manage-licenses).++ ## Decline a request++ You can decline a request while it's **Open**, **Quoted** or **Accepted**.++ 1. Select **Decline request** in the **Progress** panel.+ 2. 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 the conversation needs **Reply to messages**.
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.
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.
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.
| 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.
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.
Earlier prices are listed at the bottom of the panel, marked Accepted, Turned down or Replaced.
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.
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.
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:
You need the Grant licenses permission. See Give, revoke, restore and transfer licenses.
You can decline a request while it's Open, Quoted or Accepted.
The customer is told, with your reason. Once work has started, you can no longer decline it.
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.