Message customers and keep private team notes

Choose who should see it

Messages is for order conversations with the available participants. Private Notes is for members of your Partners Profile. A private note does not become a customer message.

Before writing, review the conversation’s participants and recipient selection. Do not assume every participant is included in every conversation or that a role label by itself adds someone to the thread.

Send a customer message

1. Open the order’s Messages tab and select or start the intended conversation using the available controls.
2. Write the message and attach relevant files if needed.
3. Check the recipient audience and attachments, then send.
4. Confirm the message appears in the conversation.

The composer offers AI assistance where available. Review its suggested wording before sending, especially names, amounts and commitments. A message does not replace an official receipt, refund or disbursement action.

Keep internal notes with your team

Use the Private Notes panel for internal follow-up, context or working attachments. It appears beside the page on larger screens and opens as a sheet on smaller screens. Notes are associated with the order, your Partners Profile and the page where they were created.

Use the available edit, delete and reaction controls according to your access. Notes can support team coordination, but a reaction is not an approval or a recorded funds movement.

Contact Support separately

Contact Support on an order opens a Support conversation with its identifier. It is separate from both customer messages and team notes.

For documents that must satisfy a workflow requirement, use the order’s specific upload action. For an official record of completed actions, review Activity.