How an order moves through the platform

An order carries one job from the moment it arrives to the moment it 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 lands in your order list. It arrives from a webform, an integration, the API, or by hand in the routing app.

At this point the order holds the customer, the address and what needs installing. Its status is Pending.

2. Dispatching

The order is offered to installer companies. You choose who sees it: a named contractor, a shortlist, or your whole network.

Contractors are notified and can accept or decline.
The first to accept takes the order.
If nobody accepts, the step stays active and you widen the group or dispatch by hand.

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

3. Booking

The contractor agrees a date and time with the end client. The end client confirms it in the client portal, and everyone sees the same slot on the order.

A workflow can have more than one booking. An inspection first, then the installation, is common.

4. Offer

Work that has a price goes through an offer. Somebody builds the quote, somebody confirms it, and somebody pays it.

The payer is whoever the offer is addressed to: the end client, or the routing operator.
An offer is not binding until it is confirmed.
Payout to the contractor follows settlement.

If the installer finds extra work on site, they raise a new offer rather than changing the agreed one.

5. Field work

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

6. Documentation

Photos, checklists and certificates are attached to the order. This is what the end client and the routing operator rely on later, so it is part of the workflow rather than an afterthought.

7. Completion

When the last step is finished, the order becomes Done. Any rating step collects feedback, and payouts settle.

When it does not go to plan

Nobody accepts the dispatch. The step stays active. Widen the group of contractors or dispatch to one by name.
The client cannot make the booked time. The booking is rescheduled on the order. The rest of the workflow is unaffected.
The job cannot be done. Cancel the order. See Order statuses for what cancelling does.

Order statuses
Following an order
Key concepts