Following an order

The status tells you whether an order is live. The order page tells you where the work has got to. Open an order from Orders and you get its steps, the people on it, and what has happened so far.

The workflow

The Workflow panel is open by default. It lists the order’s steps in the order they run, and each step carries a status.

Status	Meaning
To do	Not started. An earlier step has to finish first.
In Progress	Somebody can act on it now.
Waiting	Started, but parked until its date arrives. Booking visits start here.
Overdue	Not completed within its due date.
Completed	Finished by the assignee.
Skipped	Passed over without being done.
Rejected	Declined by the assignee, such as a contractor turning down the order or a payer turning down an offer.
Cancelled	Cancelled by the assignee.
Expired	The step expired without being completed.

A step that is finished but still waiting on the other party to confirm also reads Completed.

Each step names whose task it is: Operator, Installer, Client or System. Steps assigned to you read Your task. That answers the question people actually ask about an order: what is it waiting on, and who has to move.

A finished step names who finished it and how long ago, for example “Client completed 2 minutes ago”. The exact timestamp is in the tooltip.

Selecting a step opens it, so you can read its detail and take the actions available to you.

The people on it

The details section beside the workflow lists Operator, Customer, Installation address and a card per dispatched installer, with contact details you can copy. Last activity sits at the top and shows the most recent thing that happened; selecting it opens whatever it refers to.

The log

Open the More menu in the panel toolbar and select Log for the full history of the order: created, steps acted on and reassigned, notes, tags, assignee changes, description edits, chat messages, notifications sent, and the order being closed or reopened. Each entry carries a timestamp and the person or system behind it, and selecting one opens its source.

Bookings

A booking step carries the date, the time and the installers assigned to the visit. To move a booked visit, select Reschedule and give a reason. The booking step reopens, assigned to your own organization, so you can set a new date. Rescheduling only works while the order is In Progress.

Offers

The Offers panel lists every offer on the order. Each one shows its lines, its total, and a badge for the step it belongs to, such as Awaiting acceptance, Accepted offer or Rejected offer. Once money has moved, a Paid badge appears, or 2/3 lines paid when only part of it has been paid. Payments taken through the platform are listed as Paid at Installer.com; anything settled outside it as External payment.

An offer that has not been paid is a common reason an otherwise finished order is still In Progress: the Pay offer step has not completed.

What each person sees

Who	What they see
Operator	The whole order.
Contractor	The orders dispatched to them, and the steps assigned to them.
Client	The client portal: the step timeline, plus Overview, Bookings, Offers and Chats.

Getting told when it changes

Rather than polling, have the platform tell you.

Add a Webhook notification to the workflow. It posts the order to your URL when a chosen step reaches a chosen state. See Configure webhooks.
Or build an automation on an order-level event, such as a workflow step changes status, an order is completed or an order is cancelled, and give it a Webhook action.