---
key: remind-resend-or-cancel-a-customer-approval
title: Remind, resend or cancel a customer approval
audience: staff
section: administration/billing-commerce
routes: ["/settings/org/billing/customer-approval-ops"]
permissions: ["customer_commitments.view"]
features: ["billing.setup"]
since: 0.0.1
updated: 0.0.1
status: published
summary: See every quote approval request you have sent to customers, nudge the ones that have gone quiet, send one again, or cancel it when the deal is off.
keywords: [quote approval, customer hasn't approved, chase quote, resend approval email, cancel approval, signing request, quote status]
related: [send-a-quote, follow-up-on-sent-quotes, record-an-approval-received-outside-nova, track-agreement-signing]
---

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

## Before you start

- Every time a quote goes to a customer for approval, Nova creates a package here that tracks it: who it went to, whether they opened it, and how it ended.
- Seeing the list needs the customer commitments view permission. Reminding and resending need the remind permission; cancelling needs the cancel permission.

## Steps

1. Read the list. Each row shows the **Quote**, the **Recipient**, the **Workflow** (**Quote portal** or **Agreement-backed**), the **Status** and when it was **Updated**.
2. Under **Filters**, set **Status** to **Sent** or **Viewed** to see the approvals still waiting on a customer. **Viewed** means they opened it but have not answered.
3. Open the row's **Actions** menu:
   - **Send reminder** sends the customer a nudge. Nova shows **Customer approval reminder sent.**
   - **Resend approval** sends the original approval request again, for a customer who lost it. Nova shows **Customer approval package resent.**
   - **Cancel package** withdraws the request; the customer can no longer approve it. Nova shows **Customer approval package canceled.**
   - **Retry package** appears on a **Failed** package and tries the send again.
4. Press **Open package** (or the row itself) to see the full story: **Participants**, **Linked artifacts** with **Open agreement** and **Copy portal link**, the **Quote snapshot**, and a **Timeline** of every event.

## What you see

- **Status** runs **Draft**, **Sent**, **Viewed**, then **Approved**, **Declined**, **Expired**, **Canceled**, **Superseded** or **Failed**.
- Under **Filters** you can also narrow by **Surface** (**Quote portal** or **Agreement**) and by **Mode**: **Quote approval only** or **Quote + agreement signature**.
- Below the list, **Customer commitment audit** shows recent events across every package; with a package open it becomes **Selected package audit**.
- **Export audit CSV** at the top downloads the audit trail. Your browser downloads the file.
- Type a quote number, a customer's name or email in **Search by quote, recipient, package id, or account** to find one package.

## If something looks different

- **Send reminder** or **Cancel package** is missing from a row: the package is already finished, or your role lacks the permission.
- **Export audit CSV** is missing and the page says audit export is disabled: your plan does not include it.
- The customer approved on paper or by email instead: see [[record-an-approval-received-outside-nova]].
- The rules for when approval is asked for live on the **Customer Approval Rules** page in **Settings**.

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