# Answer an enquiry

Open a pending enquiry, accept or reject it, and keep notes on it that only your team can read.

Answering an enquiry is a decision you record, not a message Storefront sends. Read what the customer asked for, decide, and leave a note saying why, so whoever picks the conversation up next knows what was agreed.

![The Enquiry Details panel open beside the list, showing the customer name and email, the item and SKU, the offered price and quantity, the customer message, and an Internal Notes box. Accept and Reject sit at the top of the panel.](https://www.sorviai.com/help/storefront/enquiries/enquiry-detail.png)

*Accept and Reject appear only while the enquiry is still pending.*

> **Before you start:**
>
> An enquiry still at **Pending**. A decision already made cannot be changed here.

## Accept or reject

- Go to **Enquiries** and select **Pending**.
- Select the enquiry. **Enquiry Details** opens beside the list.
- Read **Customer Message**, along with the item and the quantity wanted.
- Select **Accept** or **Reject**.

The status changes at once, in the panel and in the list, and the **Accept** and **Reject** controls go, because the decision has been made.

> **Warning:**
>
> **A request usually has more than one row**
>
> Storefront records one enquiry per product in the shopper's cart, so a customer asking about four items produces four rows. Answering one leaves the other three pending. The **Source** card on the panel carries that reference as **ID**. Find its siblings and give them the same decision.

## Leave an internal note

- In **Internal Notes**, write what was agreed, what you offered, or what still needs doing.
- Select **Save**.

Notes are for your team. The customer never sees them, which is what makes them worth writing honestly: the price you would actually go to, the quantity break you offered, the fact that somebody promised to ring back on Friday.

> **Tip:**
>
> Write the note before you make the decision rather than after. An accepted enquiry with no note is a row nobody can explain in three weeks.

## Close the panel

Select the cross at the top of the panel. The list stays where it was, with the enquiry you just answered showing its new status.