Tracking Orders

Overview

Track order progress in real-time from submission through activation. Keep customers informed and address issues proactively.

Viewing Orders

Via Dashboard

Navigate to Orders in the sidebar
View all orders with current status
Filter by status, date, or customer
Click an order for full details and history

Via API

# List all orders
GET /reseller/orders

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

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

Order Status Meanings

Active States

pending - Just submitted, awaiting provider review submitted_to_provider - Sent to provider, awaiting acceptance accepted - Provider confirmed they can fulfill, will schedule scheduled - Installation/activation date set in_progress - Installation happening now completed - Installation finished active - Service live and operational

Inactive States

rejected - Provider cannot fulfill cancelled - Order cancelled by you or customer failed - Installation attempted but failed

Order Timeline

View complete history:

{
  "orderId": "ord-123-abc",
  "status": "scheduled",
  "history": [
    {
      "status": "pending",
      "timestamp": "2025-01-02T10:00:00Z",
      "notes": "Order created"
    },
    {
      "status": "submitted_to_provider",
      "timestamp": "2025-01-02T10:00:05Z",
      "notes": "Sent to provider"
    },
    {
      "status": "accepted",
      "timestamp": "2025-01-02T14:30:00Z",
      "providerNotes": "Order accepted. Customer will be contacted within 24 hours."
    },
    {
      "status": "scheduled",
      "timestamp": "2025-01-03T09:15:00Z",
      "providerNotes": "Installation scheduled for Tuesday, Jan 15, 1-5 PM",
      "scheduledFor": "2025-01-15T13:00:00Z"
    }
  ]
}

Provider Notes

Providers include helpful updates: At acceptance:

"Order accepted. Customer will be contacted within 24 hours to schedule installation."

At scheduling:

"Installation scheduled for Tuesday, Jan 15, 1-5 PM. Technician Mike Johnson will call 30 minutes before arrival."

At completion:

"Service activated successfully. Customer account #12345. All services tested and operational."

Relay these updates to your customers!

Communicating with Customers

At Submission

“I’ve submitted your order for [Service Name]. The provider will review and contact you within 24-48 hours to schedule installation.”

After Acceptance

“Good news! [Provider] accepted your order and will call you today or tomorrow to schedule installation.”

After Scheduling

“Your installation is scheduled for [Date], [Time Window]. The technician will call 30 minutes before arrival. Here’s the confirmation: [Details]“

After Completion

“Your service is now active! Account #[Number]. Contact [Provider] at [Phone] if you have any questions.”

Monitoring Multiple Orders

Dashboard Views

All Orders: Complete order history
Pending: Awaiting provider response
In Progress: Currently being fulfilled
Completed: Successfully activated

Setting Up Alerts

Get notified when:

Order accepted by provider
Order rejected (investigate and contact customer)
Installation scheduled (share details with customer)
Order completed (confirm customer satisfaction)

Handling Delays

If No Response After 48 Hours

Check order status in dashboard
Contact provider support if still pending
Update customer: “Checking on your order status, will update shortly”
Follow up daily until resolved

If Installation Delayed

Check provider notes for explanation
Contact provider for updated timeline
Inform customer immediately
Offer alternatives if significant delay

Order Metrics

Track your performance:

Volume Metrics

Total orders submitted
Orders per week/month
Growth trends

Quality Metrics

Acceptance rate (target: >85%)
Cancellation rate (target: <10%)
Time to completion (average days)

Revenue Metrics

Commission earned
Average order value
Repeat customer rate

Best Practices

Check orders daily

Review new status updates every morning. Respond to changes promptly.

Proactive communication

Update customers before they ask. Share provider notes as soon as you receive them.

Save confirmation details

Store account numbers, confirmation codes, and technician info for customer reference.

Follow up after activation

Contact customers 1-2 days after installation to ensure satisfaction.

Track problem orders

Note any issues or delays. Use patterns to improve future orders.

Next Steps

Order Lifecycle

Understanding order progression

Cancellations

How to cancel orders

Webhooks

Automate order tracking

API Reference

Complete API documentation

Getting Started

Finding Offers

Placing Orders

Managing Orders

Integration

Overview

Viewing Orders

Via Dashboard

Via API

Order Status Meanings

Active States

Inactive States

Order Timeline

Provider Notes

Communicating with Customers

At Submission

After Acceptance

After Scheduling

After Completion

Monitoring Multiple Orders

Dashboard Views

Setting Up Alerts

Handling Delays

If No Response After 48 Hours

If Installation Delayed

Order Metrics

Volume Metrics

Quality Metrics

Revenue Metrics

Best Practices

Next Steps

Order Lifecycle

Cancellations

Webhooks

API Reference

​Overview

​Viewing Orders

​Via Dashboard

​Via API

​Order Status Meanings

​Active States

​Inactive States

​Order Timeline

​Provider Notes

​Communicating with Customers

​At Submission

​After Acceptance

​After Scheduling

​After Completion

​Monitoring Multiple Orders

​Dashboard Views

​Setting Up Alerts

​Handling Delays

​If No Response After 48 Hours

​If Installation Delayed

​Order Metrics

​Volume Metrics

​Quality Metrics

​Revenue Metrics

​Best Practices

​Next Steps

Order Lifecycle

Cancellations

Webhooks

API Reference

Overview

Viewing Orders

Via Dashboard

Via API

Order Status Meanings

Active States

Inactive States

Order Timeline

Provider Notes

Communicating with Customers

At Submission

After Acceptance

After Scheduling

After Completion

Monitoring Multiple Orders

Dashboard Views

Setting Up Alerts

Handling Delays

If No Response After 48 Hours

If Installation Delayed

Order Metrics

Volume Metrics

Quality Metrics

Revenue Metrics

Best Practices

Next Steps