> ## 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.

# Tracking Orders

> Monitor order status and communicate with customers

## Overview

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

## Viewing Orders

### Via Dashboard

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

### Via API

```bash theme={null}
# 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:

```json theme={null}
{
  "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

1. Check order status in dashboard
2. Contact provider support if still pending
3. Update customer: "Checking on your order status, will update shortly"
4. Follow up daily until resolved

### If Installation Delayed

1. Check provider notes for explanation
2. Contact provider for updated timeline
3. Inform customer immediately
4. 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

<AccordionGroup>
  <Accordion title="Check orders daily">
    Review new status updates every morning. Respond to changes promptly.
  </Accordion>

  <Accordion title="Proactive communication">
    Update customers before they ask. Share provider notes as soon as you receive them.
  </Accordion>

  <Accordion title="Save confirmation details">
    Store account numbers, confirmation codes, and technician info for customer reference.
  </Accordion>

  <Accordion title="Follow up after activation">
    Contact customers 1-2 days after installation to ensure satisfaction.
  </Accordion>

  <Accordion title="Track problem orders">
    Note any issues or delays. Use patterns to improve future orders.
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="Order Lifecycle" icon="arrows-spin" href="/docs/resellers/order-lifecycle">
    Understanding order progression
  </Card>

  <Card title="Cancellations" icon="ban" href="/docs/resellers/cancellations">
    How to cancel orders
  </Card>

  <Card title="Webhooks" icon="webhook" href="/docs/resellers/webhooks">
    Automate order tracking
  </Card>

  <Card title="API Reference" icon="code" href="/docs/api-reference/introduction">
    Complete API documentation
  </Card>
</CardGroup>