Order statuses

An order has one status at a time, and there are three. The status tells you whether the order is live, finished or stopped. It does not tell you how far the work has got.

Status	Meaning
In Progress	The order is live. Work is outstanding.
Completed	The order is complete.
Cancelled	The order was stopped.

You can filter and sort the order list by status.

Closed is not a status. It covers both final states at once, so the Show N closed orders switch counts Completed and Cancelled orders together. Close order is the action that cancels one. See Find completed and cancelled orders.

In Progress

An order is In Progress from the moment it is created until it is completed or cancelled. This is where an order spends nearly all of its life.

In Progress says nothing about how far along the work is. An order waiting for an installer to accept and an order waiting for a final photo are both In Progress. For actual progress, look at the workflow steps on the order.

Putting an order on hold does not change its status. The hold applies to the current workflow step, and the order stays In Progress.

Completed

An order becomes Completed when the last step in its workflow finishes.

You can also finish one early. Select Force complete order on the order. That completes the order, skips every remaining step, and sends no notifications or emails. If the workflow collects payment through the platform, the payment has to be collected and the payout approved first, or the action fails.

A Completed order cannot be reopened.

Cancelled

Cancelled means the order was stopped and the work will not be completed. Closing an order is how you get it there.

Open the order and select Close order.
Pick a reason. They are grouped under Customer, We can’t do it and Something’s off.
Add a comment on Additional comments. This is optional.
Select Confirm.

A reason is required. It is recorded on the order with your comment, so the record of why it was closed survives.

Nothing is deleted when you close an order. Bookings, offers and documentation stay on it. Closing stops the order’s notifications.

An order with money outstanding cannot be closed. Refund the payment or pay out the installer first, then close it.

Closing as the installer

If you are the contractor on the order rather than the operator who owns it, only a customer reason closes the order. Any other reason hands the dispatch back instead, and the operator finds another installer.

Closing automatically

Your organisation can close orders itself when an installer hands one back for a customer reason. Go to Settings > Automations and set Cancellation to Automatically cancel order. Manually review order leaves the order In Progress for you to handle.

Reopening a cancelled order

A Cancelled order can be reopened. Select Reopen order on the order, or use Reopen order on the Order cancelled entry in the timeline. The order returns to In Progress.

Completing a workflow step on a cancelled order also reopens it.

Reading status over the API

The API reports status as PENDING, DONE or CANCELLED. DONE is the value behind the Completed label. Treat any other value as unknown rather than mapping it to a status you recognise.