Responding to Requests from Customers

If a customer has invited you to collaborate on a SmartCert, follow these steps to respond and complete their request:

1. You’ll receive a notification in your SmartCert account when certs are requested from a customer. You can also receive an email from SmartCert notifying you of a new collaboration request and note new requests in your Daily Summary email. [Either of these notifications can be enabled or disabled by clicking on your account in the top right of your screen > settings > notifications]

Note: Responding to requests for certs is only available on paid subscription plans, as it leverages SmartCert’s network infrastructure to securely route and track documentation between companies — maintaining full traceability, visibility, and audit history across your supply chain. If you're currently on a free plan and would like to unlock this feature to allow customers to request certs, you can click the Go Pro button at the top of your dashboard, or contact our team to explore your options.

2. Click the link in the email or log in to SmartCert. Navigate to your Requests Dashboard and locate the SmartCert(s) indicated "New".

3. Open the SmartCert to view the request and enable edits using the Pencil icon.

• Review the PO Number or details section to understand what certs the customer is asking for.
• If anything is unclear, use the conversations tab within the SmartCert to message the customer directly.

4. Upload the cert package/documents and data requested by the customer.

5. Once you've completed your this step, update the status to Request Completed. Click Save SmartCert.

6. Your customer will now review the submitted information. If anything else is needed, they may reach back out using the conversations tab.

7. Once your customer approves and finalizes the request, the SmartCert will move out of your active collaborations/requests and be available on your created dashboard for reference.