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Overview

Successful fulfillment leads to happy customers, satisfied resellers, and more business. Follow these best practices to streamline your operations and maximize success rates.

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Response Time

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Accept/Reject Within 24 Hours

Target: Respond to new orders within 2-4 hours
Fast response times:
  • Show resellers you’re reliable
  • Keep customers engaged and excited
  • Reduce order cancellations
  • Improve your provider rating
Set up automated notifications to alert your team immediately when orders arrive.

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Communicate Delays Promptly

If you can’t respond quickly:
  • Update order status with a note
  • Set expectations for when you’ll have an answer
  • Don’t leave orders in pending for days
{
  "status": "submitted_to_provider",
  "providerNotes": "Order received. Address verification in progress, will update within 24 hours."
}

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Address Verification

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Always Verify Service Availability

Before accepting an order:
1

Check address format

Ensure street, city, state, ZIP are complete and valid
2

Verify serviceability

Confirm your service is available at that specific address
3

Check for restrictions

Look for HOA restrictions, building policies, or other blockers
4

Validate unit numbers

For apartments/condos, ensure unit number is correct

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Common Address Issues

Watch out for:
  • Incorrect ZIP codes: Verify ZIP matches city/state
  • Missing unit numbers: Apartment orders without unit info
  • Ambiguous addresses: “123 Main Street” exists in multiple cities
  • New construction: Addresses not yet in your system
  • Rural routes: Non-standard address formats
When in doubt, contact the reseller to clarify address details before rejecting. They can often provide additional context.

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Scheduling & Communication

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Contact Customers Promptly

After accepting an order:
  • Contact customer within 24-48 hours
  • Offer multiple scheduling options
  • Confirm contact information
  • Set clear expectations

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Provide Scheduling Details

When setting status: "scheduled", include: 
{
  "status": "scheduled",
  "scheduledFor": "2025-01-15T13:00:00Z",
  "providerNotes": "Installation scheduled for Tuesday, Jan 15, 1-5 PM. Technician Mike Johnson will call 30 minutes before arrival.",
  "metadata": {
    "appointmentWindow": "1-5 PM",
    "technicianName": "Mike Johnson",
    "technicianPhone": "+1-555-999-8888",
    "confirmationNumber": "CONF-12345"
  }
}

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Send Reminders

  • 48 hours before appointment
  • 24 hours before appointment
  • 30 minutes before technician arrival

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Installation Quality

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Arrive On Time

  • Honor appointment windows strictly
  • Call if running late
  • Update order status if delays occur

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Complete Work Properly

  • Test all services before leaving
  • Verify customer satisfaction
  • Leave premises clean and organized
  • Provide account details and documentation

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Update Status Accurately

{
  "status": "completed",
  "providerNotes": "Installation completed successfully. All services tested and operational. Customer account #12345 active.",
  "metadata": {
    "accountNumber": "12345",
    "completedDate": "2025-01-15",
    "technicianId": "TECH-789"
  }
}

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Rejection Management

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Be Specific About Reasons

Don’t just reject—explain why: 
{
  "status": "rejected",
  "providerNotes": "Cannot fulfill order."
}

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Suggest Alternatives

When rejecting, help resellers find solutions:
  • Recommend alternative services you offer
  • Suggest what’s possible (if fiber isn’t available, mention cable)
  • Provide contact info for special cases

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Common Rejection Reasons

Track and address frequent issues:
  • “Service area”: Expand coverage or clarify boundaries
  • “Technical limitations”: Document building requirements
  • “Duplicate order”: Improve deduplication process
  • “Credit check”: Clarify credit requirements upfront

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Performance Metrics

Monitor these key indicators:

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Acceptance Rate

Target: > 85% Low acceptance rates indicate:
  • Offers listed in wrong service areas
  • Unclear offer descriptions
  • Technical limitations not documented

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Time to Schedule

Target: < 5 days from acceptance Customers expect quick scheduling. Long delays lead to cancellations.

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Completion Rate

Target: > 95% High failure rates suggest:
  • Poor address verification
  • Scheduling issues
  • Technical problems

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Customer Satisfaction

Target: 4.5+ stars Track feedback from resellers about customer experience.

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Automation Strategies

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Auto-Accept Where Possible

For standardized services with clear availability: 
async function autoAcceptIfAvailable(order) {
  const isServiceable = await checkServiceAvailability(order.serviceAddress);

  if (isServiceable && order.offer.category === 'internet') {
    await updateOrderStatus(order.itemId, {
      status: 'accepted',
      providerNotes: 'Order auto-accepted. Customer will be contacted within 24 hours.',
    });

    await scheduleCustomerContact(order);
  }
}

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Integrate with CRM/Scheduling

Connect Offergrid to your existing systems:
  • Import orders automatically
  • Sync appointment scheduling
  • Update order status from your fulfillment system
  • Generate work orders automatically

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Set Up Webhooks

Receive instant notifications:
  • New orders arrive
  • Reseller cancels order
  • Status updates needed
See Webhooks for details.

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Communication Best Practices

Use providerNotes to communicate clearly. Resellers relay updates to customers.
If something goes wrong, update status immediately and explain what happened.
Include phone numbers or email for customer questions about their specific order.
Structure metadata the same way every time so resellers can parse it programmatically.
If reseller includes notes (preferred contact times, specific instructions), acknowledge them in your response.

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Handling Edge Cases

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Duplicate Orders

If a customer already has service: 
{
  "status": "rejected",
  "providerNotes": "Customer already has active service. Account #12345. Contact customer care to modify existing service."
}

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Address Outside Service Area

Reject with specific boundary information: 
{
  "status": "rejected",
  "providerNotes": "Address is 0.3 miles outside our service area. We service ZIP codes 94101-94110. Contact us if service area expands."
}

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Technical Installation Issues

If installation fails after acceptance: 
{
  "status": "failed",
  "providerNotes": "Installation failed. Building requires landlord approval for external wiring. Customer was informed and approved to proceed. Rescheduled for Jan 20 after approvals."
}

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Next Steps

Order Workflow

Understanding status progression

Receiving Orders

How orders are received

API Integration

Automate your fulfillment workflow

Webhooks

Real-time order notifications