How to send info requests to your customer (products, recipients, customisations, images)
Info requests let you ask your customer to provide specific information directly through a secure link — without them needing to email you back. You can ask them to choose a product, enter recipient details, fill in customisations, or upload images.
Opening the Info Requests tab
Go to Concierge → Orders, open the order, then click the Info requests tab.
Sending a new info request
- Click New info request.
- Choose the type of request:
| Type | What it asks the customer to do |
|---|---|
| Product selection | Browse your store and choose a product or variant |
| Recipients | Enter delivery details for one or more recipients |
| Set customisations | Fill in customisation fields for the products in the order |
- Edit the message to customer if you'd like to personalise it. A default message is pre-filled based on the request type.
- Optionally, enter an additional email if the request should also be sent to someone other than the primary customer.
- Click Send request.
The customer will receive an email with a unique link. When they complete the request, their responses are automatically applied to the order.
Personalising your message
The message field supports merge fields that are replaced with the customer's actual details when the email is sent:
{{#firstName}}— customer's first name{{#fullName}}— customer's full name
Click either chip below the message field to insert a merge field at the cursor position.
Tracking info request status
Each sent request appears in the list with:
- Type — what was asked
- Status — Pending, Complete, or Expired
- Sent date and expiry date
Once a customer completes their request, the status updates to Complete and their responses are saved to the order.
Resending or removing a request
- Click Resend to send the email again to the customer (useful if they didn't receive it or the link expired).
- Click the delete icon to remove a request from the list.