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Customer experience

What the customer sees when they use a quote request link in Restock.

Customers do not need an account to use a quote request. They open the link you send them (e.g. by email or text) and can complete the whole flow in the browser.

Submitting a quote (4-step form)​

Before the customer has submitted, the link shows a multi-step form:

  1. Contact info — They enter their name (required), email (required), and phone (optional).
  2. Add device — They add the devices they want to sell. They can:
    • Enter manually — Choose device type (phone, tablet, laptop, smartwatch, headphone, etc.), then brand, model, storage, color, condition, carrier lock, quantity, and asking price per unit. They can optionally add IMEI or serial numbers per unit.
    • Use IMEI lookup — Paste one or more IMEIs; Restock looks up device info and they set condition and asking price for each. This may be limited per quote depending on your organization's settings.
  3. Device list — They review the list of devices they added, add more if needed, or remove items.
  4. Review & submit — They see a summary of their contact details and all devices with total asking price, then click Submit Quote Request. The quote is sent to you and they see the conversation view.

After submission: the thread view​

Once the quote is submitted, the same link shows the thread view:

  • Current offer table — Each device line shows their asking price, your latest offer (if you sent a counter-offer), and a status: Accepted, Declined, or Pending.
  • Conversation thread — All messages in order (your responses and theirs), so they can see the history of the negotiation.
  • Response panel — Shown when the quote is still open for response:
    • If you have not yet sent a counter-offer, they see a message that the merchant will respond.
    • If you have sent a counter-offer, they can:
      • Accept All Remaining — Accept every pending line at your offered price.
      • Reject All Remaining — Decline all pending lines.
      • Respond per line — For each pending device, choose Accept, Decline, or Counter (and enter a price if they counter). They can also send a free-form message.

Withdrawing acceptance​

If the customer has accepted all lines but you have not yet converted the quote to a buy order, they can Withdraw their acceptance. That puts the accepted lines back to pending so they can change their mind or send a counter-offer. Once you convert to a buy order, withdrawal is no longer available.

After conversion​

When you convert the quote to a buy order, the customer can still open the link. They can view the final state and download a PDF receipt (invoice) for the transaction.

Customer portal (optional)​

If your organization uses the customer portal, customers who sign in with the same email address can see a list of all their quote requests in one place. Clicking a quote opens the same link (thread or form) as above, so the experience is the same whether they use the portal or the direct link.

Need more help?​

If you can't find what you need here, contact your administrator or support.