If a customer says they can’t accept their proposal, work through these checks in order. They start with the most common cause.
1. The proposal has expired
After the expiry date, customers can still open a proposal but they can’t accept it. This is the most common reason.
Open the proposal, go to Configure proposal, set a new expiry date, then save and publish. The customer can accept from the same link straight away.
2. There’s no Accept button on the page
A proposal needs an Accept element, or a button with its link set to Accept proposal. If the page has neither, there’s nothing for the customer to click. This can happen when a proposal is built from scratch or a section was deleted.
Add the Accept element after the quote, and again at the end of the page. Save and publish.
3. The customer hasn’t picked an option
If the proposal has several quote options, the customer needs to choose one before they can accept. Ask them to click the tab for the option they want.
4. They’re looking at an old version
If you’ve recently fixed something but didn’t click Publish, the customer still sees the old version. Publish the proposal, then ask the customer to refresh the page.
5. They accepted, but the payment didn’t go through
If the next step is a payment, the customer might have accepted but had trouble at checkout. Proposals use the same checkout as your forms, so check that your payment gateway is connected and working. Try a test booking through one of your forms. If that fails too, the problem is with the gateway, not the proposal.
6. Their browser is blocking something
Ad blockers, privacy extensions and some in-app browsers (such as opening a link inside Instagram or Facebook) can stop parts of the page working. Ask the customer to open the link in their normal browser, such as Safari or Chrome, or try a different device.
7. Custom code is interfering
If you’ve added custom code to the proposal, such as tracking scripts or effects, a broken script can stop the page working. Remove the code from the Custom Code menu, save and publish, then ask the customer to try again. If it works, the code was the problem.
Customers can’t decline
There’s no decline button on proposals. If a customer is looking for a way to say no, they’ll need to reply to you directly.
Still stuck
Open the proposal link yourself in a private browser window and check that the page loads and the Accept button shows. Don’t accept it yourself, because that would accept the proposal on the customer’s behalf. If something looks wrong, contact support with the proposal link and what the customer sees when they click Accept.