How customers decline or ask a question

Declining

While a quote can be accepted, the bar at the bottom of the customer page has a Decline link.

1. The customer clicks Decline.
2. They check Your name and write a Reason. A reason is required.
3. They click Decline quote.

The quote's status becomes Declined and the quote owner receives an email with the reason. The quote stays viewable to the customer, marked as declined, but can no longer be accepted, unless your admin has blocked viewing of declined quotes.

If the customer changes their mind, reopen the quote with Edit (reopen, take offline), or start a New revision…, and send it again. See Edit a sent quote and work with revisions.

Asking a question

Under Questions & answers, below the quote, the customer sees the conversation so far and a box to write in:

1. On their own link, the box shows Asking as with their name and email address, taken from their contact details. On a link that isn't tied to one recipient, or when the contact has no name or email address, they fill in Your name and Your email instead.
2. They type their message and choose Send.

The message is added to the conversation and the quote owner is emailed. Your replies appear in the same conversation and are emailed to the customer, who can also simply reply to that email. See Questions and messages.

See also

• What your customer sees
• Quote statuses and progress