> ## Documentation Index
> Fetch the complete documentation index at: https://offergrid.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Order Lifecycle

> Understanding how orders progress from submission to completion

## Complete Order Flow

```
Submission → Provider Review → Acceptance → Scheduling →
Installation → Activation → Payment
```

## Stage-by-Stage Breakdown

### 1. Order Submission

**Your action**: Submit order with customer details

**Status**: `pending`

**Duration**: Instant

**What happens**: Order validated and created in system

### 2. Provider Review

**Provider action**: Review order and check serviceability

**Status**: `submitted_to_provider`

**Duration**: 0-48 hours (usually within 24 hours)

**What happens**:

* Provider verifies address
* Checks service availability
* Confirms capacity

### 3. Acceptance or Rejection

**Provider action**: Accept or reject with reason

**Status**: `accepted` or `rejected`

**Duration**: Immediate after review

**What happens**:

* **If accepted**: Proceeds to scheduling
* **If rejected**: Order ends, provider gives reason

### 4. Customer Contact & Scheduling

**Provider action**: Contact customer to schedule

**Status**: `scheduled`

**Duration**: 1-3 days after acceptance

**What happens**:

* Provider calls/emails customer
* Installation date/time confirmed
* Appointment details finalized

<Tip>
  Typical installation windows: 5-10 days from acceptance, depending on service type and provider capacity.
</Tip>

### 5. Installation & Activation

**Provider action**: Send technician, install service

**Status**: `in_progress` → `completed` or `active`

**Duration**: 1-4 hours on-site

**What happens**:

* Technician arrives
* Installs equipment
* Activates service
* Tests functionality
* Customer signs off

### 6. Service Active

**Status**: `active`

**What happens**:

* Service is live
* Customer can use service
* Provider creates account
* Billing begins

### 7. Commission Payment

**Your reward**: Earn commission

**Timing**: Varies by provider

**What happens**:

* Commission credited to your account
* Paid according to payment schedule (usually monthly)
* Recurring commissions (if applicable)

## Typical Timelines

### Fast Track (3-7 days)

Services with no installation:

* Some electricity plans
* Instant activation services

```
Day 0: Submit order
Day 1: Accepted and activated
Day 2: Commission earned
```

### Standard Track (7-14 days)

Most services:

* Internet installations

```
Day 0: Submit order
Day 1: Provider accepts
Day 3: Installation scheduled
Day 10: Installation completed
Day 11: Commission earned
```

### Extended Track (14-30 days)

Complex installations:

* Business services
* Multi-unit properties
* Custom solutions

```
Day 0: Submit order
Day 2: Provider accepts
Day 5: Site survey scheduled
Day 10: Installation scheduled
Day 20: Installation completed
Day 21: Commission earned
```

## Status Updates You'll Receive

### Automatic Notifications

You'll be notified when:

* Order accepted
* Order rejected
* Installation scheduled
* Installation completed
* Order cancelled

### Provider Notes

At each stage, providers may include:

* Next steps
* Timeline estimates
* Customer contact info
* Account details
* Special instructions

## What Can Go Wrong

### Common Issues

**Address problems**:

* Invalid address
* Missing unit number
* Outside service area

**Customer issues**:

* Can't reach customer
* Customer not home for installation
* Customer cancels

**Technical problems**:

* Equipment not available
* Installation complications
* Service interruptions

### How to Respond

<AccordionGroup>
  <Accordion title="Order rejected">
    Contact customer, explain reason, offer alternatives
  </Accordion>

  <Accordion title="Installation delayed">
    Update customer immediately, get new timeline from provider
  </Accordion>

  <Accordion title="Can't reach customer">
    Verify contact info, try alternate methods, update provider
  </Accordion>

  <Accordion title="Installation failed">
    Work with provider to reschedule or resolve technical issues
  </Accordion>
</AccordionGroup>

## Lifecycle by Service Type

### Internet

```
Submit → Accepted (24h) → Scheduled (3-5 days) →
Installed (7-10 days) → Active
```

### Electricity

```
Submit → Accepted (24h) → Account Setup (3-5 days) → Active
```

(Often no installation required)

## Tracking Multiple Orders

When managing many orders:

**By status**:

* Pending: Need to monitor for acceptance
* Scheduled: Remind customers of appointments
* In Progress: Available for customer questions
* Completed: Follow up for satisfaction

**By timeline**:

* This week: Orders installing soon
* Next week: Upcoming installations
* Overdue: Orders taking longer than expected

## Best Practices

<AccordionGroup>
  <Accordion title="Set realistic expectations">
    Tell customers typical timelines for their service type. Under-promise, over-deliver.
  </Accordion>

  <Accordion title="Stay ahead of the customer">
    Update them before they ask. Proactive communication builds trust.
  </Accordion>

  <Accordion title="Know when to escalate">
    If an order is delayed beyond reasonable timelines, contact provider support.
  </Accordion>

  <Accordion title="Track average timelines">
    Monitor how long each stage typically takes. Identify outliers.
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="Tracking Orders" icon="chart-line" href="/docs/resellers/tracking-orders">
    How to monitor orders
  </Card>

  <Card title="Cancellations" icon="ban" href="/docs/resellers/cancellations">
    Canceling orders
  </Card>
</CardGroup>