Reading a Custom Request: What Each Status Means and What to Do Next
A Custom Request carries two status tracks—the request itself and its quote. Knowing which one is speaking tells you whether you are waiting, or the platform is.
A Custom Request looks like one object with one state, and it is not. It carries two status tracks that move independently: the state of the request itself, and the state of its quote.
Most confusion about "what is happening with my request" comes from reading one track and assuming it describes the other. Knowing which one is speaking tells you whether you are the one holding things up, or the platform is.
Why are there two status tracks?
Because the design and the price are decided by different processes.
The request status describes what you have defined: the product, the surfaces, the artwork, the crafts, the quantity. The quote status describes what the pricing process has done with that definition. A request can be complete while its quote is still being prepared, and a quote can be ready while you have not yet decided to accept it.
Request status: where the design stands
- Draft — the request exists but is not finished. Nothing is queued for pricing yet. This one is yours to move.
- Pending Config — something required to price the request is still missing. Open it and complete the missing configuration.
- Confirmed — the definition is settled and the request is in the pricing and review process.
- Ordered — the request has become a Product Order. The design scope is now the agreed scope.
- Cancelled — the request is closed and will not proceed.
Quote status: where the price stands
- Pending Routing — received, not yet assigned to a pricing path.
- Automatic Quote — priced by the automatic pricing path; the figures are available for you to review.
- Manual Quote Required — the request needs a person to price it, usually because it falls outside what automatic pricing can answer.
- Manual Quoting — a person is actively preparing the quote. This is a waiting state, not a stalled one.
- Manual Quote Ready — a manual quote has been published for your review.
- Quote Rejected — the request was declined for quoting. The reason matters more than the status; read it before rebuilding the request.
- Converted to Order — the quote was accepted and a Product Order now exists.
Automatic and manual quotes answer different questions
An automatic quote means the request matched a known pricing structure. A manual quote means it did not, and a person needs to look at it.
Neither is a verdict on your design. Requests commonly route to manual review because of a combination—an unusual quantity, a craft and area pairing outside the standard matrix, or a brief that describes a product rather than selecting one. Manual routing is a normal outcome, not a rejection, and a manual quote never advances to an order on its own; acceptance is always your action.
What to do at each waiting point
| If you see | Who is waiting | What to do |
|---|---|---|
| Draft | You | Finish the definition and submit it |
| Pending Config | You | Complete the missing configuration |
| Manual Quote Required / Manual Quoting | The platform | Nothing—changes now restart the review |
| Automatic Quote / Manual Quote Ready | You | Review the scope, then accept or revise |
| Quote Rejected | You | Read the reason before creating anything new |
The most expensive habit is editing a request while it is being priced. Every change invalidates the work in progress and sends it back to the start of the queue.
The point where changes stop being cheap
Acceptance is the boundary. Before it, revising a request costs you time. After it, the accepted scope is the agreed work, and changes become a commercial conversation rather than an edit.
So do the reading before you accept, not after: the product and variant, the surfaces, each print and its craft, the quantity, and the shipping and total figures. You can review the same request as many times as you like. You can only accept it once.
Your requests are listed under My Custom Requests.
Frequently asked questions
- Why does my request show two different statuses?
- A Custom Request carries a request status and a quote status, because the design and the price are decided by different processes. The request status describes what you have defined; the quote status describes what the pricing process has done with it.
- Does a manual quote mean my design was rejected?
- No. Manual routing means the request did not match a known automatic pricing structure and a person needs to price it — commonly because of an unusual quantity, a craft and area pairing outside the standard matrix, or a brief that describes a product rather than selecting one.
- Can I edit a request while it is being quoted?
- You can, but you should not. Every change invalidates the pricing work in progress and sends the request back to the start of the queue. Wait for the quote, then revise or accept it.