--- title: "Re-Quote & Inspection Photos" description: "Revise the offer after inspection and send the customer a new one to approve." url: "https://docs.gytabuyback.com/features/re-quote/" --- ## Re-Quote & Inspection Photos A device almost never arrives exactly as the customer described it. Re-Quote is the panel on the order screen where you type a new payout amount, add a short note and up to six inspection photos, and send it to the customer as a revised offer. The order total becomes the new amount and the order moves to **Waiting for customer approval**, so the customer sees approve and decline buttons for the revised figure on their order page. Use it whenever the screen is cracked, the battery is tired, the accessories are missing, or the model turns out to be a different one than quoted. ![The order screen with the Trade-In Re-Quote panel, shipping label and tracking number](../../assets/images/gb-order-screen.png) Re-Quote is a **PRO feature**. On the free plan the order screen shows a grayed-out **Trade-In Re-Quote** preview with an upgrade link instead of the form. ## Turning it on Re-Quote rides on the customer-approval workflow, so that has to be switched on first. Go to **Gyta Buyback → Settings → Checkout** and tick **Customer Order Approval** ("Require customers to approve received order changes before payment is processed"), then save. Until that box is ticked, the Re-Quote panel still appears on the order screen but shows only the payout figures and a line telling you to enable Customer Order Approval — there is no form to send an offer with. ## Sending a revised offer Open the trade-in order in WooCommerce. The **Trade-In Re-Quote** panel sits directly under the order details block. Then: * **Revised payout amount** — pre-filled with the order's current total. Change it to what you are now willing to pay. * **Reason / note to customer (optional)** — a sentence explaining the change. It is included in the message the customer receives. * **Inspection photos (optional, up to 6)** — pictures of what you found. They are shown to the customer with the revised offer. * Click **Send revised offer to customer**. The page reloads when it is done. Sending an offer does all of the following in one step: * The order total is set to the revised amount, and the first revision stores the original payout so the panel can list **Original payout** and **Last revised offer** above the form from then on. * The order status changes to **Waiting for customer approval**. * A private order note records the change ("Revised offer sent to customer: $X → $Y") for your own audit trail. * A customer note is added asking them to approve or decline the new amount on their order page. Because it is a customer note, WooCommerce sends its standard *Customer note* email automatically. ## What the customer sees On their order page (order received / view order) the customer gets an **Inspection photos** gallery above the approve and decline buttons, with thumbnails that open the full-size image in a new tab. The same gallery is embedded in the customer emails sent while the offer is pending (never in the admin copies), and in plain-text emails the photo links are printed as URLs. Approving moves the order to **Customer Approved**; declining moves it to **Customer disapproved**. You are emailed either way at the store admin address. ## Good to know * **Photos are uploaded to your Media Library and their URLs are public.** Anyone with the link can view them, so avoid capturing serial numbers, personal data or anything on the device's screen. * **Six photos maximum, JPEG, PNG or WebP only.** Each file must be no larger than 8 MB (or your server's upload limit, whichever is smaller), and the file type is verified from the file itself rather than its extension. Files that fail those checks are skipped silently — the rest of the offer still sends. Selecting more than six files stops the send with a warning instead. * **Each revision replaces the photo set.** Uploading new photos moves the previous set into the order's history and shows only the new ones. Sending a revision without choosing any files leaves the existing photos in place. * **The revised amount becomes the order total.** There is no separate "offer" field — the payout you eventually make is whatever the last approved revision says. * **The customer's gallery only shows while the offer is pending.** Once they approve or decline, the photos disappear from their order page and from emails; the files stay in your Media Library (uploaded unattached, so they are not listed as attachments of the order) and the order keeps the reference to them. * **A revised offer re-locks the quote.** If you use quote expiry, sending a new offer restamps the order with a fresh validity window — which is exactly how you rescue an order the customer could not approve because the quote had lapsed. * **A re-quote counts as proof you have the device.** If **Return label on decline** (Gyta Buyback → Settings → EasyPost, PRO) is enabled, declining an order you have re-quoted buys an automatic return label back to the customer, even if inbound tracking never reported as delivered. It is skipped for local pickup / drop-off orders, when EasyPost label creation is switched off, and when a return label already exists on the order. * **Invalid amounts are refused.** A blank, non-numeric or negative amount is not sent; the order gets a note saying "Revised offer not sent: invalid amount." and nothing else changes. * **The panel only appears on trade-in orders.** In Buyback mode that is every order; in Dual or Net mode it is the orders the plugin flagged as trade-ins. * **You can re-quote as many times as you like.** Each send replaces the total and puts the order back into Waiting for customer approval; the original payout is preserved from the first revision onward.