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Master help/Orders

Managing orders and the right actions

Here you'll see what each order stage means, what to do at each point and how to keep a clear agreement with the customer.

Tip: it always helps the customer when you briefly and clearly record in the chat the time, place, price and what's included in the work.
New

New order

The customer created an order and it appeared in your space. At this stage a quick, clear reply matters.

What to do
  • Read the description and check the photos, time and address, if provided.
  • If details are missing, ask one or two short, specific questions.
  • If the work is clear, reply with terms or offer a price.
What to avoid
  • Don't leave the customer without a reply.
  • Don't give a vague reply, for example: “we'll see” or “I'll write later”.
If a price or terms change is needed, see the offer guide.
Offer guide
In review

Order is in review

This is the clarification and agreement stage. A final agreement hasn't been reached yet.

What to do
  • In the chat clearly write what's included in the price and what isn't.
  • If you're ready, send the customer a specific offer.
  • If an on-site visit is needed, explain why it's necessary.
What to avoid
  • Don't request moving communication off the platform.
  • Don't promise something you're not sure about.
If a price or terms change is needed, see the offer guide.
Offer guide
Agreed

Order is agreed

The customer confirmed the terms or offer. At this stage you can plan and start the work.

What to do
  • Briefly confirm the time, day and main terms.
  • If a payment step is needed, clearly state the next step in the chat.
  • If the work terms changed, always formalize the change with a clear reason.
What to avoid
  • Don't quietly change the agreed terms.
  • Don't request personal contacts or bypass the platform.
If a price or terms change is needed, see the offer guide.
Offer guide
Visit needed

An on-site visit is needed

To set an exact price or the complexity of the work, an on-site assessment is needed.

What to do
  • Explain to the customer why an on-site visit is needed.
  • Offer a few time options.
  • After the visit, send a clear price and terms.
What to avoid
  • Don't leave the customer in uncertainty.
  • If you're late or the time changes, be sure to let them know in the chat.
If a price or terms change is needed, see the offer guide.
Offer guide
Marked done by you

The work was marked done by you

You marked that the work is finished and you're now waiting for the customer's confirmation.

What to do
  • Briefly write what was done.
  • If a final amount or detail remains, state it clearly in the chat.
  • Ask the customer to check the result and confirm completion.
What to avoid
  • Don't mark it done if the work isn't actually finished.
  • Don't pressure the customer with frequent, excessive messages.
If a price or terms change is needed, see the offer guide.
Offer guide
Completed

Order is completed

The order was closed successfully. This is the best moment for a review and for adding your work to your projects.

What to do
  • Politely ask the customer for a review.
  • If the work looks good in photos, add it to your projects.
What to avoid
  • Don't pressure for a review.
  • Don't ask the customer to do anything that breaks the rules.
If a price or terms change is needed, see the offer guide.
Offer guide
Cancelled

Order was cancelled

The order is cancelled. The reason may be time, price, failing to reach an agreement or another circumstance.

What to do
  • If the reason is unclear, calmly ask what the problem was.
  • If the matter turns into a conflict, contact support.
What to avoid
  • Don't argue aggressively.
  • Don't continue a tense exchange with the customer.
If a price or terms change is needed, see the offer guide.
Offer guide
Rejected

Offer or order was rejected

The customer declined the offer or no longer wants to continue the order.

What to do
  • Try to understand one main reason: price, time or terms.
  • Use this experience to improve your next offers.
What to avoid
  • Don't argue with the customer.
  • Don't switch to offensive or personal communication.
If a price or terms change is needed, see the offer guide.
Offer guide
Rules and safety
Agreeing off the platform, excessive messages or aggressive communication is not allowed. Record all important terms in the chat.
Chat rulesBack