Saved Sep 19, 2026 by @enviglo: Matches the fixes to codes, bundles, requests and bans
## 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).+ - 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](/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…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.+ 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 productWhen 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**.+ 1. On the request page, under **When it is paid and delivered**, select **Grant license**. The product and the customer are filled in.+ 2. Add a note or days of access if you need them, then select **Grant license**.You need the **Grant licenses** permission. See [Give, revoke, restore and transfer licenses](/wiki/manage-licenses).…- **"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**.+ - **"You do not have permission to do that."** when you reply: writing in a request's conversation needs **Handle requests** or **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. 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.
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.