Sending an order response back to your buyer

An order response tells the agency what you have decided about its order: that you have received it, accept it, accept it with changes, or reject it. You send it from the sales order the order became, not from the invoice.

Before you start

• The sales order must have come from an order received in InvoiceNow›Inbox. See Receive an order.
• The sales order must be confirmed. The button does not appear on a draft.
• Your role must allow InvoiceNow submission. See Change what someone can do.

Send an order response

1. Open Sales›Sales Order and click the sales order.
2. Click Send Order Response at the top of the page. An order that arrived as Advanced Ordering shows Send Order Response Advanced instead.
3. Choose the Response status.
4. If Line responses appears, set a status on each line you are not accepting as it stands. A line left blank is sent as Accepted.
5. Add Remarks to explain your decision, especially for a conditional acceptance or a rejection.
6. Click Send.

The message "Order response queued for submission." means it is on its way.

What each response means

• Order acknowledgement — you have received the order and will decide later.
• Accepted — you will supply the order as it stands.
• Conditionally accepted — you will supply it with changes. Use the line statuses and the remarks to say which.
• Rejected — you will not supply the order. Say why in the remarks.

Each line can be marked Accepted, Not accepted, Changed, Added or Already delivered. You can send more than one response for the same order, for example an acknowledgement first and an acceptance later.

Check that it arrived

• Next to the page heading. At the top of the sales order, after the heading Edit Sales Order and its Confirmed status, a small coloured label shows the last response you sent, for example InvoiceNow: Accepted. Hover over the label to see when the response was sent.
• On the tab. The InvoiceNow tab lists each response as a row, with the status Pending, Sent, Delivered or Failed.
• If it failed. The Details column says why, and the label next to the heading changes to InvoiceNow: Failed. Correct the cause and send the response again. See Check the status.

What can stop you

• The button is missing. The sales order is still a draft, it did not come from an InvoiceNow order, your previous response is still Pending, or your role does not allow InvoiceNow submission.
• If you see "An order response for this document is still in progress." your previous response has not left Pending yet. Wait a few minutes and try again.
• If you see "An order response cannot be sent for this document." the sales order is no longer confirmed, or InvoiceNow has been deactivated.
• Looking for the button on the invoice. Invoices do not have it. An invoice answers an order by carrying its PO number, which it does by itself when you generate it from the sales order.