Accept an order from a partner

When a partner dispatches an order to your organization, it waits for your response. Accepting it hands you the client’s contact details and moves the order on to your next step.

Find the request

Every new request notifies you in the app, by email and as a push notification. The subject reads New order from and the partner’s name. The order also appears under Orders in the sidebar.

If your organization has Auto-accept turned on for that partner, its orders are accepted without anyone reviewing them first, and no step waits for you.

Accept the order

Open the order from Orders.
In the Workflow panel, select the step waiting on your response.
Read the order. Order details carries the description, any offers and any attached files.
Select Accept. The button sits in the step header and at the bottom of the step.

The step completes and the workflow moves to your next step.

What is hidden before you accept

Until you accept, the client’s name, phone number, email and street address are withheld. Customer and Installation address read “Customer contact information will be visible after accepting the order” in place of the details. Accepting reveals them.

If you can’t take the order

At the bottom of the step, under Can’t take the order?, select Decline with reason.

Pick a reason in Decline order. Under We can’t do it: No capacity, Not our expertise, Too far away. Under Something’s off: Product or material issues, Can’t be installed, Something else.
Add anything useful under Additional comments.
Select Confirm.

You lose access to the order and the partner can dispatch it to another contractor. If the order was dispatched automatically and you decline for No capacity, Not our expertise or Too far away, it moves to the next eligible partner on its own.

When payment setup blocks you

An order that pays installers through the platform needs your payout account in place before you can take it. If it is not, the step replaces Accept with a payment alert, such as Payment setup required or Payment account verification pending, and a Go to payment settings button. This applies only when your organization is the main installer on the order; other installers on the same order accept without payment setup. Test orders skip the check.

Undo an acceptance

Once you have accepted, the step’s footer offers Cancel. It asks for a reason the same way declining does. Pick a reason under We can’t do it or Something’s off and the order goes back for another contractor; pick one under Customer and the order closes and you keep access to it. Cancel is unavailable once a payment on the order is paid or pending.

Need help? Contact Installer.com support.