How an order moves through the platform

An order runs from the moment it arrives to the moment everyone is paid. Its workflow decides the route. The stages below are the ones almost every workflow includes, in the order they usually run.

1. Intake

The order is created and appears under Orders. It arrives from a webform, an integration, the API, or by hand in the routing app.

At this point the order holds the client, the installation address and what needs installing. Its status is In Progress, and it stays there until the order is finished or closed.

2. Dispatching

A Select installer step offers the order to contractors. You pick them from your partners or from your own organizations, filtered by profession, installation type, tags or name.

The contractors you pick are notified and answer on an Order response step.
The first to accept takes the order. Every other outstanding request is withdrawn.
Allow multiple dispatches sends the order to several contractors at once.
Response deadline days sets how long a contractor has to answer.
Automatic selection picks contractors from your network that operate in the order’s area. With Retry on failure, it selects new ones when others reject.

Once a contractor accepts, they are responsible for the work.

3. Booking

A Booking step sets the date and time of the visit. A Confirm booking step follows it when the client has to agree the slot, which they do in the client portal. Everyone on the order then sees the same slot.

Each booking has a type: Installation, Inspection, Service or Emergency callout. A workflow can include more than one booking step, so an inspection visit before the installation is possible.

4. Offer

Priced work goes on an offer.

Step	What happens
Offer	The offer is built from products, bundles and your own line items.
Confirm offer	The payer accepts or rejects it.
Pay offer	The payer pays.
Payout offer	The contractor’s payout is processed.

The payer is whoever the offer is addressed to: the client or the operator.

A rejected offer is not edited. It stays on the order under Rejected / Cancelled, and you build a new offer prefilled from it, with the rejection comment shown while you work.

5. Field work

The installer opens the order in the installer app and works through the steps assigned to them. They record what was done as they go, so the order is documented by the time they leave.

6. Documentation

Work documentation and Visit documentation steps attach files, images, text and video to the order. This is the record the client and the operator rely on later, so it is part of the workflow rather than an afterthought.

7. Completion

When the last step in the workflow finishes, the order becomes Completed. A Feedback step collects the client’s rating of the work.

You can also finish an order yourself with Complete order. That skips all remaining steps and sends no notifications or emails.

When it does not go to plan

Every contractor rejects. The Select installer step comes back to you, and you dispatch again. On automatic retry, an organization that was already tried is not offered the order a second time.
The client cannot make the booked time. Reschedule the booking. The booking step reopens, assigned to your own organization, so you can set a new date and time. See Cancel or reschedule a booking.
The work is not happening at all. Select Close order and pick a reason. The order becomes Cancelled. See Order statuses for what closing keeps and what it stops.