Handle a customer inquiry
Three statuses, each with its use: you reached them, you closed it, or this one does not count.
When a visitor leaves a phone inquiry on your store page, it lands in the “Customer Inquiries” list — get there by clicking “Customer Inquiries” at the top right of the “Leads & Inquiries” page header. Pick one action per row, based on what actually happened:
- You reached them → “Mark Contacted”.That button only appears while the request is still uncontacted, and marking it once is enough; come back to the request later and you see “Mark Converted” or “Close” instead.
- You closed it → “Mark Converted”.
- Dead number, spam or plainly not a real need → “Mark Invalid”.Once marked, it no longer counts toward “New Request” at the top of the page and stops competing for your attention.
- You reached them but it did not close, and it is not invalid either → “Close”, which also takes it out of “New Request”.
If you think an inquiry is wrong, mark it invalid first; if you still disagree, open a ticket and explain. The billing rules are in the policy documents under Business Center.