Remind, resend or cancel a customer approval

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.

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• Status runs Draft, Sent, Viewed, then Approved, Declined, Expired, Canceled, Superseded or Failed.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.

Open Customer Approvals