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How to Respond to Customer Orders

Review, update, and confirm customer orders directly from the Vendor Portal.

Written by Andrew Rapinchuk
Updated over 3 months ago

This article walks vendor representatives through reviewing new customer orders in SubBase, communicating updates, and confirming delivery from start to finish.

Overview

When a customer places an order through SubBase, vendors manage that order from the Vendor Portal or through the link provided in the RFQ or Order email. From a single screen, you can review order details, update delivery and shipping information, upload documents, message the customer, and confirm or reject the order.

Before You Start

  • You must have received an order from a customer through SubBase

  • Orders can be accessed either by clicking the order link in the email notification or by logging into your Vendor Portal account

Steps to Respond to a Customer Order

Step 1: Locate and Review the Order (2 options)

  1. From your email notification → Click the order link

  2. Log in to the Vendor Portal → Open the relevant order

Review the order header in the top-left section:

  • Order Name

  • Order Status

Confirm the following details below the header:

  • Project Name

  • Customer Name

  • Purchase Order (PO) Number

If you need a copy of the customer’s purchase order, scroll to the Attachments section to download the PO PDF.
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Near the Messages section, expand Order History to view a full timeline of the order or quote. This includes when items were added, updated, confirmed, or delivered, along with who made each change.

Step 2: Review Fulfillment and Delivery Details

From the order detail screen:

  • Check the requested date

  • Review delivery address and instructions under Delivery To

  • Add or update the Estimated Delivery Date

From Shipping Details:

  • Add or update the Estimated Delivery Date

  • Enter Carrier information

  • Enter a Tracking Number

  • Mark the order as Shipped when dispatched

Step 3: Confirm Materials and Pricing

Review each material line item:

  • Material Name

  • Quantity

  • Unit

  • Unit Cost

Use the Vendor Response dropdown on each line to indicate:

  • Substitutions

  • Backordered items

  • Do not carry

  • Did not quote

  • Changed units

  • Special notes, once a response is selected

Step 4: Add Discounts or Additional Charges

From the order → Click Add Costs

Choose one of the following:

  • Discount

  • Shipping

  • Additional Costs

Enter the amount. Order totals update automatically.

Step 5: Upload and Manage Attachments

Keep all order-related documents attached to the order.

You can:

  • View or download Customer Attachments such as order PDFs

  • Upload your quote in the Quote field

  • Upload spec sheets, product documents, or additional files under Other Attachments

Step 6: Message the Customer

From the order → Scroll to the Messages section

Use messaging to:

  • Ask questions

  • Share delivery or fulfillment updates

  • Respond to customer messages

  • Review full message history in a single thread

You can also expand Order History near the Messages section to review all changes made to the order or quote over time.

Best Practice: Keep all communication inside SubBase to maintain a complete record for both you and the customer.

Step 7: Confirm or Reject the Order

After reviewing all details:

  • Click Confirm Order to accept the order. This moves the order to Order Confirmed status.

  • Click Reject Order if you cannot fulfill it

SubBase automatically notifies the customer. No external email is required.

Step 8: Customer Confirms Delivery

Once the order has been delivered:

  • The order status updates to Delivered

  • You receive an email or in-app notification

  • Submit your invoice to complete the transaction

End State

The order has moved to Order Confirmed, has been fulfilled and delivered, and is ready for invoicing, with all communication and documentation stored in SubBase.

Troubleshooting

I can’t find my order

Check your email for the direct order link

Order details look incorrect

Message the customer before confirming the order

I need to update delivery details after confirming

  • Open the order

  • Update delivery information

  • Save your changes so the customer is notified

FAQs

Do I need to email the customer separately?

No. All updates and confirmations are sent automatically through SubBase.

Can I upload multiple documents?

Yes. You can upload quotes, and supporting documents directly to the order.

Contact Support

If you need help locating or responding to an order, contact help@subbase.io

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