Managing customer requests for your data (Suppliers)

When a customer requests data from your organisation, you'll receive an email notification. You can see and manage every request from the Requests for my data page.

This article covers the cycle of a request: finding it, accepting it, assigning it to the right facility, rejecting it, changing your mind after you've accepted, and talking to your customer about it.

Before you start

You need the Organization admin role to accept or reject a customer data request. If you don't have this permission level, you may need to ask an admin to do this — see Manage user permissions for more information.
If you've just been invited for the first time, the invitation link is unique to you and can't be forwarded to a colleague. Register first, then add your colleagues from inside the platform. 👉 How to set up your account (Suppliers)

💡 Registration is free and you can add an unlimited number of users. 👉 Invite users & edit user details

1. Find your requests

Customer requests don't appear on your home dashboard. They live on their own page.

Log into Secaro.
Click the Manage tab to open the drop-down menu.
Click Requests for my data.

Your requests are split across three tabs:

⏳ Received: new requests waiting for your response.
🔄 In Progress: requests you've accepted and are working on.
✅ Closed: requests you've finished with. This tab is split into a Completed section and a Rejected section.

Inside every tab, requests are grouped under two headings — Organisation and Facilities — so you can see what's being asked of your organization as a whole versus each individual site. In the Closed tab, the Completed and Rejected sections each have their own Organisation and Facilities headings.

💡 If you can't find a request, check the other heading before you check the other tabs. An organisation-level request won't appear under Facilities.

Each request shows your customer's name, the date your response is due, and a short description of what they need and why.

Can't find a request your customer says they've sent?

Work through these four checks before contacting us — they cover the most common causes.

Check all three tabs, and both headings within them. A request may have already moved out of Received — for example if a colleague accepted or rejected it — and an organisation-level request sits under Organisation, not Facilities.
Filter by date received. Set Date Received to 1 January of the current reporting year onwards to see every outstanding request.
Check whether a colleague holds it. Your customer sends the request to one named contact. If that person isn't a user on your Secaro account, the request may not be visible to anyone else at your company — including you. Ask your customer who they addressed it to and check if they received an invite.

💡 If none of these turn it up, contact us via the support form and tell us which customer you were expecting to receive a request from. We can see the customer's side and confirm whether a request was sent at all, and to whom as well as re-sending them if needed.

2. Review a request before you decide

Click an open request in the Received tab.
Review the request in the pop-up window that appears. Information on request will include: Who the request if from & contact info, Requested facilities, Requested data year, due date and more.
If you need more information before deciding, click Comments to message your customer directly

3. Accept a request and assign it to a facility

Once the request has been reviewed, If it match's a Facility you have created click Accept and assign.
Check the box next to the facility responsible for fulfilling the request.
Save your selection.

The facility I need isn't in the list

⚠️If you don't see the facility in the list available, you may think that's because it is yet to be created. Whilst this may be true in certain cases such as in new organization accounts, in many cases this does not mean the facility is missing from Secaro — and creating a new one is usually the wrong fix leading to a duplicate facility created causing further issues down the line.

Check these three things in order:

Do you have edit permissions for that facility? Only an admin user can accept and assign the request. Check here: 👉 Manage user permissions
Does that facility already have a request from the same customer for the same year? If it does, a second request can't be assigned to it. This may be an out-of-date duplicate request (the giveaway is a due date for the wrong reporting year) or a request already accidently assigned to that facility for the same year. See section 5 for more information.
Is the request for a facility genuinely new to Secaro? Only then use Create new facility. 👉 Manage your organization and facilities

💡 If your organization doesn't own the manufacturing facilities being asked about — for example if you're a sales or distribution site reporting on behalf of group sites — there's separate guidance for that. 👉 How to respond to buyers requests if you do not own manufacturing facilities

4. Reject a request

Reject a request when it doesn't apply to you — for example when you didn't supply that customer in the year being asked about, when the request is a duplicate, or when it's landed on the wrong facility.

Click the request.
Review it in the pop-up window that appears.
Click Reject.
Enter the reason you're rejecting the request.

What to write in the rejection reason

Your reason is recorded and shared with your customer, and it's often the only explanation they'll see. A clear reason saves a round of chasing. Include:

Why you're rejecting — for example "duplicate request", "we didn't supply you in 2019", "this facility closed in 2024", or "cleaning up historic requests".
What happens instead, if anything — for example "we've accepted your request against our Rybnik site instead".
Anything they need to do — for example "please re-send this request to our organization rather than this facility".

💡 Rejecting a request isn't permanent. Find it in the Rejected section of the Closed tab, open it and click Accept & assign to bring it back — it will move into In Progress.

5. Change your mind after accepting

If you've already accepted and assigned a request — and it's gone to the wrong facility, or shouldn't have been accepted at all — you can still undo it. This is the same process in both cases.

Open the request from the In Progress tab, under the Organisation or Facilities heading.
Click Reject.
Go to the Closed tab and find the request in the Rejected section.
Reassign it to the correct facility — or leave it rejected if it shouldn't have been accepted at all.
Continue with the reporting process as normal.

⚠️ Do this as soon as you spot the problem. A request assigned to the wrong facility still counts towards that facility's deadline, and can show as overdue to your customer.

6. Message your customer about a request

You can talk to your customer inside the request itself — you don't need to email them separately.

Click the request to open the pop-up window.
Click Comments to open a dialog box with your customer.
Type and send your message.

When your customer replies, a notification icon appears in bold on the request. All dialog with a customer is managed by opening that request.

💡 Use Comments to tell your customer about anything that changes what they should expect — a facility reassignment, a facility they've missed, or a delay. It updates the person who actually raised the request.

7. Checking the status of your submissions

To confirm whether anything still needs your attention:

Go to Manage → Requests for my data.
Filter by Received Date > 1 January (current year) to see every request received this year that may still require action.
Check the Received and In Progress tabs, under both the Organisation and Facilities headings.

If every request received this year has moved to the Closed tab, no further action is required — all your requests are complete.

💡 Anything still sitting in Received hasn't been accepted or rejected yet. Anything in In Progress has been accepted but not yet completed and shared.

What happens after accepting

Once you accept and assign a request, it opens a report for the facility or organization you assigned it to, and moves to your In Progress tab. Complete the report and share it with your customer to close the request.

👉 Collect the requested data

👉 How to share your report

❗ If you've shared your report but the request still shows as In Progress or overdue, the most common cause is unanswered organization-level questions. These sit separately from your facility questions, and a request won't close until both are complete. Check your report page for an organization-level section.

FAQs

You'll only see a report once a customer sends you a data request. Secaro uses a buyer-request model, meaning reports are created when your customer requests data from you.

This is expected behaviour under the reporting model.

Customers typically send requests at the start of a campaign, and you'll receive an email notification when this happens.

Check your Requests for my data page. If nothing is there, you may wish to contact your customer to confirm whether they need your data this year.
No. In most cases, you can use a single report to respond to multiple customers.

In Secaro, customers can request either facility-level or organization-level reporting.

Facility-level: If multiple customers request data for the same facility, you can assign those requests to one facility report and submit the data once.

Organization-level: If a customer requests organization-level reporting, you'll complete this in the organization report section. Multiple customers can be linked to the same organization report.

As long as requests are assigned to the same facility or organization report, you don't need to enter the same data multiple times.
No. If a question doesn't apply to your business, or you don't hold the data, you don't have to leave it blank or guess. Use the Other options button next to the question and choose either Data not available or Not relevant.

👉 What if a question doesn't apply to my business?
Reminder emails can't currently be switched off for open requests, so you have two options.

Reject them. This is safe. Give a reason such as "cleaning up historic requests". Rejecting an old request does not send a notification to the customer who originally raised it, as long as the request was never submitted.

Keep them open. If you may still complete them, leaving them open lets you review those years' emissions in your reports.
Assign the request to the facility that holds a valid licence. Label the other one clearly — for example by adding "(Duplicate)" to its name — so you and your colleagues can tell them apart.

If you've already assigned the request to the wrong one, follow step 5 above: reject it, then reassign it from the Rejected section of the Closed tab to the facility that holds the licence.