---
key: record-an-approval-received-outside-nova
title: Record an approval received outside Nova
audience: staff
section: administration/billing-commerce
routes: ["/settings/org/billing/customer-approval-ops"]
permissions: ["customer_commitments.manage"]
features: ["billing.setup"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Close a quote approval request by hand when the customer approved, declined or asked for changes by phone, email or on paper instead of through the link.
keywords: [approved by phone, signed on paper, verbal approval, manual approval, customer said yes, close approval, offline approval, evidence]
related: [remind-resend-or-cancel-a-customer-approval, send-a-quote, convert-a-quote-to-an-invoice]
---

In the sidebar, open **Sales & Billing**, then **Approvals**, then **Customer Approvals**. The page address is `/settings/org/billing/customer-approval-ops`.

## Before you start

- Use this when a customer answered outside Nova and the package is still open (**Draft**, **Sent** or **Viewed**) or **Failed**. It writes the outcome into the package's **Timeline** with your note and evidence, so the record shows who decided and how.
- Your role needs the customer commitments manage permission.

## Steps

1. Find the package in the list and press its row. The panel opens.
2. Scroll to **Manual Resolution**.
3. Pick the **Outcome**: **Approved**, **Declined**, **Changes requested** or **Canceled**.
4. Set the **Effective date** to the day the customer actually answered.
5. If you have something to point to, type an **Evidence label** such as `Signed PDF from customer` and paste the **Evidence URL** where it is stored.
6. In **Operator note**, say how the approval arrived and who gave it, for example the caller's name and the time.
7. Press **Apply manual resolution**. The package's **Status** changes to the outcome you chose and the **Timeline** gains an entry.

## What you see

- The panel above **Manual Resolution** shows the **Participants** the request went to, the **Quote snapshot** as it was sent, and **Linked artifacts** such as **Open agreement**.
- After you apply the resolution, **Send reminder**, **Resend approval** and **Cancel package** disappear from the package because it is no longer open.
- The **Timeline** lists every event on the package with when it happened and who or what caused it.

## If something looks different

- **Manual Resolution** is not on the panel: the package is already finished, or your role lacks the manage permission.
- You chose **Approved** but the quote still needs to become an invoice: that is a separate step. See [[convert-a-quote-to-an-invoice]].
- The customer answered through the link after all: the package updates on its own; you do not need to resolve it by hand.

[[route:/settings/org/billing/customer-approval-ops|Open Customer Approvals]]