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Submission Workflow

After you click “Place Order” or submit via API:
1

Order validation

Offergrid validates the order data (customer info, service address, offer availability)
2

Order created

Order is created with status pending. You receive an order ID.
3

Sent to provider

Order is routed to the service provider with status submitted_to_provider
4

Provider reviews

Provider checks serviceability and capacity (usually within 24 hours)
5

Accepted or rejected

Provider either accepts the order or rejects it with a reason

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Order Status Progression

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Success Path

pending → submitted_to_provider → accepted → scheduled →
in_progress → completed → active

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Rejection Path

pending → submitted_to_provider → rejected

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What You Receive

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Immediate Response

Upon successful submission: 
{
  "orderId": "ord-123-abc",
  "items": [
    {
      "itemId": "item-456-def",
      "offerId": "off-789-ghi",
      "status": "pending"
    }
  ],
  "createdAt": "2025-01-02T10:00:00Z"
}
Save the orderId and itemId values to track this order.

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Provider Response (within 24-48 hours)

If accepted: 
{
  "status": "accepted",
  "providerNotes": "Order accepted. Customer will be contacted within 24 hours to schedule installation."
}
If rejected: 
{
  "status": "rejected",
  "providerNotes": "Service not available at this address. Building does not have fiber infrastructure."
}

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Tracking Submissions

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Via Dashboard

  1. Navigate to Orders
  2. View all submitted orders
  3. Filter by status to see pending orders
  4. Click an order for detailed history

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Via API

# List all your orders
GET /reseller/orders

# Get specific order
GET /reseller/orders/{orderId}

# Filter by status
GET /reseller/orders?status=pending

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Via Webhooks

Receive real-time notifications: 
{
  "event": "order.status_changed",
  "orderId": "ord-123-abc",
  "itemId": "item-456-def",
  "newStatus": "accepted",
  "providerNotes": "..."
}

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Common Submission Issues

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Order Validation Errors

Invalid customer email: 
{
  "error": "Invalid email format",
  "field": "customerInfo.email"
}
Missing required field: 
{
  "error": "Service address is required",
  "field": "serviceAddress"
}
Offer not found: 
{
  "error": "Offer not found or not available to your team",
  "field": "items[0].offerId"
}

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Provider Rejections

Common rejection reasons:
  1. Service not available
    • Address outside service area
    • ZIP code served but not specific address
    • Technology unavailable (no fiber infrastructure)
  2. Address issues
    • Invalid or incomplete address
    • Cannot verify address
    • Building restrictions (HOA, landlord policy)
  3. Technical limitations
    • No line of sight (satellite/wireless)
    • Distance too far from equipment (DSL)
    • Building wiring incompatible
  4. Business reasons
    • Credit check requirement not met
    • Duplicate order for same customer
    • Service area at capacity

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Handling Rejections

When an order is rejected:
1

Review provider notes

Understand why the order was rejected
2

Inform customer

Explain the reason clearly and professionally
3

Offer alternatives

  • Different technology (cable instead of fiber)
  • Different provider
  • Different service tier
4

Address fixable issues

  • Correct address errors
  • Obtain building approvals
  • Resolve credit check requirements

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Resubmitting Orders

If you can fix the issue:
  1. Don’t resubmit identical order - It will likely be rejected again
  2. Address the root cause - Fix the address, get approvals, etc.
  3. Submit new order - Create a fresh order with corrections
  4. Add notes - Explain what was fixed
Example: 
{
  "items": [{ "offerId": "off-789-ghi" }],
  "customerInfo": { ... },
  "serviceAddress": {
    "street": "123 Main St, Building B",
    "city": "San Francisco",
    "state": "CA",
    "zipCode": "94102",
    "country": "US"
  },
  "notes": "Resubmitting with corrected building designation. Previous order rejected due to incomplete address."
}

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Best Practices

Store order and item IDs in your system for future reference and tracking.
Tell customers it may take 24-48 hours for provider confirmation, then 5-10 days for installation.
Check pending orders daily. Follow up if no response after 48 hours.
Track common rejection reasons and address them proactively in future orders.
Update customers as soon as you hear from providers, whether accepted or rejected.

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Next Steps

Tracking Orders

Monitor order fulfillment

Order Lifecycle

Understanding order status progression

Cancellations

How to cancel orders

API Reference

Complete API documentation