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Notes and attachments on an order

Last updated: October 24, 2026

What it does

Use the timeline below an order page’s cards to write notes to colleagues or messages to the customer or vendor.

Notes use the rich-text editor found elsewhere in Lucrii, with mentions of your colleagues and files attached. The switch under the box decides who a note is for.

NoteWho it is for
PrivateStaff only. A note on an order starts private.
PublicThe party the order is with, by email: the customer on a sales order and the vendor on a purchase order. That party’s primary contact gets it too, where the contact has an address.

Attachments follow the note’s audience. Changing a note from private to public, or back, takes its files with it.

A customer or vendor can answer a public note’s email, and their reply posts to the timeline under their name. A file that arrives with a reply downloads when you open it.

Lucrii adds entries as the order moves, for a document sent, a status changed, a payment recorded or a cancellation confirmed.

Before you start

  • A note can be up to 50,000 characters. Notes on a contact says how the count shows.
  • Once the email for a public note has gone out, you can no longer edit or delete it.
  • Pictures in a note must be uploaded to Lucrii, on a private note and a public one alike. Lucrii refuses a picture kept anywhere else with “Pictures in Note must be uploaded to Lucrii.”

Your plan limits how many customer emails your organisation sends a day. Plan, usage and payment says what counts and gives each plan’s limit. A public note counts once for each address it goes to. Past the limit, Lucrii doesn’t post the note and says when you can try again. You must verify your email address before Lucrii sends customer emails for you.

How to use it

  1. Write into the box at the top of the timeline.
  2. Use the paperclip to attach a file. Type an at sign to mention someone.
  3. Switch on the control under the box when the note is for the customer or the vendor. It starts off, which keeps the note among staff.
  4. Select Post to add it to the timeline.

Lucrii emails a public note ten seconds after you post it, and a countdown on the note shows the time left.

Older notes load as you scroll to the end. You can edit or delete a note you wrote from the controls on it. An edited note says who edited it, and a deleted one reads “This note was deleted by” and the person’s name.

Troubleshooting

If Lucrii cannot load notes, the timeline says “Notes could not be loaded.” and offers Retry, as contact notes also do.

A public note isn’t sent. The order has nobody to write to, with no address on the party and none on its primary contact. You can edit the note until it goes. Post it again once there is somewhere to send it.

A pasted picture is missing from a note. Text you paste or drop into a note arrives without its pictures. The box at the top of the timeline takes no pictures, and says “Pictures in pasted text are left out.” Attach a picture with the paperclip. When you edit a public note, the editor takes pictures. There, pasted text with pictures shows “Pictures in pasted text are left out. Paste or drop the picture itself to add it.” A pasted or dropped PNG, JPEG, GIF or WebP picture goes in.

A reply did not post. Lucrii doesn’t post an email with a virus in it. It also refuses an email without a sender or with more than one. When the sender isn’t on the order, or the email is too large, Lucrii emails them back. It does that only when it can confirm the email came from them.

A customer’s reply shows Unverified Sender. Lucrii could not confirm the reply came from the address it names. Lucrii can confirm a reply only when the email provider for the customer’s address sent it. A ticketing system or a forwarding service sends the reply itself, under the customer’s address, so Lucrii often can’t confirm it. The reply posts under the customer’s name.

A colleague’s reply shows as an entry headed Unverified email. A reply sent from a colleague’s address posts as theirs only when Lucrii confirms it came from that address. Only a confirmed email address counts as a colleague’s. The entry keeps the reply’s words and names its files. It stays among staff, and Lucrii keeps none of the email’s files. Where the address is also the customer’s or vendor’s, the reply posts as theirs, with Unverified Sender.

A picture from a reply is missing. Lucrii copies a reply’s pictures when it arrives, so opening the note doesn’t tell the sender you read it. It copies up to 20 pictures from the web per reply. It leaves out the hidden one-pixel images senders use to tell when an email is read. It also leaves out a picture it can’t fetch in time, and one from a web address that isn’t secure.

A name in a note is struck through and does not open. A mention of someone who has left the organisation shows struck through, and so does a tag of a deleted record. A person who has left also shows struck through in a note’s edited by and deleted by lines. Members and invitations says who counts as having left.

Changes