Purpose
The Custom Offers feature allows customers to offer buyback for items not listed in your catalog. Customers can provide item details, select a category, and describe the condition. Once it's been submitted, your team can review and respond within a set timeframe (up to 30 days). After approval, the request proceeds through your standard buyback workflow just like a regular item.
Before You Start
Make sure these settings are properly configured before enabling the feature:
Video Walkthrough
Watch our 1-minute tutorial on how to manage Custom Offers.
Steps
1. Activate the Feature
Go to Offers Settings.
Under Custom Item Quotes, toggle Accept Custom Items to ON.
Set the Quote Turnaround Time (up to 30 days).
Enable Category-Based Condition Presets for detailed item formatting, then:
Edit existing field labels.
Mark fields as required by checking the Required box.
Add up to 5 new fields.
Delete fields using the red trash icon.
The Item Condition & Details fields are required, as customers can use them from your company’s condition presets.
💡 Tip:
The turnaround time determines how long your team has to review and respond.
2. Process Customer Requests
When a customer submits a custom offer, it appears under the All and their Buyback Type (Mail-in or In-Store) table with Custom conditions.
The offer remains Pending until a price is entered.
Notes: Ensure that you process the request before the turnaround time expires.
Enter the price for the item.
(Optional) Add the IMEI/SN if available.
A pop-up appeared, and click the Change Status Now button
The offer status updates to Requires Review, waiting for the customer’s decision.
Here's what your customer will see on their customer portal:
(Optional) You can manually Accept or Decline the request using the yellow banner.
Once accepted, the offer is marked as Active Lead and continues through your normal buyback flow.
Also read about Mail-In Custom Offer and In-Store Custom Offer.
Tips & Notes
Ensure related settings (offers, workflow, notifications) are configured before activating this feature.
Set a realistic turnaround time to maintain smooth communication with customers.
If you combine any purchasing method with the Custom Purchasing Method, notifications from the Custom method will override notifications from other purchasing methods.
Custom offers aren’t available in the Landing Page Builder, as the setup begins with selecting an item.
That’s it! You’re now ready to activated Custom Offers to handle items outside your catalog with confidence. This feature gives customers more flexibility while giving your team the structure and tools needed to review, price, and process requests efficiently—without disrupting your existing buyback workflow.