What your project's status means
Every project status, what it means, what happens next, and whether you need to do anything.
Every project shows a status. It tells you where the project is, what happens next, and whether we're waiting on you. The status name is what our records and our support team use; where the app shows a shorter label, it's given beside the status.
How the expected delivery date is set
Once your order is accepted, the project shows an expected delivery date. It is the last day of the turnaround for the service you ordered, not the first. If the order is delayed, the date can move. When there is no date yet, we tell you when there will be one rather than guess.
Every status
Order Initialized
What it means: An order was started but never submitted, so nothing has been ordered and nothing has been charged.
What happens next: Nothing happens until the order is submitted.
Who needs to act: You.
Order Prospect
Shown in the app as Draft.
What it means: You started a project but haven't submitted it yet. Nothing is ordered until you finish the last step.
What happens next: Open the project and continue from where you left off.
Who needs to act: You.
Order Request
Shown in the app as Requested.
What it means: We have your request, and our team is preparing your quote.
What happens next: You'll hear back with an estimate. There's nothing to do until then.
Who needs to act: Our team.
Estimate Ready
Shown in the app as Estimate ready.
What it means: Your estimate is ready for you to review.
What happens next: Review the estimate and accept it to move forward.
Who needs to act: You.
Deposit Due
Shown in the app as Deposit due.
What it means: We're waiting on your deposit before we schedule the scan.
What happens next: Pay the deposit from the project. Scheduling follows once it's paid.
Who needs to act: You.
Confirm Scan Date
Shown in the app as Confirm scan date.
What it means: We've proposed a scan date and need you to confirm it so we can send a technician.
What happens next: Confirm the proposed date, or ask for a different one.
Who needs to act: You.
Ready To Scan
Shown in the app as Scan scheduled.
What it means: Your scan is booked. Our technician will see you on the scan date.
What happens next: Make sure the building is accessible on the day. Production starts after the scan.
Who needs to act: Our team.
Order Received
Shown in the app as Received.
What it means: We've received your project and are kicking off the next steps.
What happens next: The project moves into production. You don't need to do anything.
Who needs to act: Our team.
Pending Approval
Shown in the app as Pending approval.
What it means: Work is paused until a decision is made about the order. Most often our team has found that the measured area of the scan puts the project in a different tier from the one ordered, or that the scope needs adjusting. Organization admins also get an in-app notification that the order needs approval.
What happens next: When the decision is yours, our team emails you the details. Reply to that email to approve the change or to cancel the order, and work continues once you've answered. If you haven't had an email, the review is on our side and usually takes under a day.
Who needs to act: You.
Order Processing
Shown in the app as In production.
What it means: We're producing your deliverables.
What happens next: You'll be notified as each deliverable is ready. You don't need to do anything.
Who needs to act: Our team.
Order Under Review
Shown in the app as Final review.
What it means: Our QA team is reviewing your deliverables before handing them over.
What happens next: Delivery follows the review. You don't need to do anything.
Who needs to act: Our team.
Order Delayed
What it means: Something is holding the order up, and our team is working to clear it. Some delays pause the order until the issue is resolved.
What happens next: If the delay needs something from you, such as missing input data, our team contacts you. The reasons and what happens next for each are in Delays. The expected delivery date can move; when a new date isn't set yet, we tell you when it will be.
Who needs to act: Our team.
Order Completed
Shown in the app as Delivered.
What it means: Your project is delivered. All deliverables are available to download.
What happens next: Download your deliverables from the project.
Who needs to act: Nobody. The order is finished.
Order Cancelled
Shown in the app as Closed.
What it means: This project was cancelled and will not go ahead.
What happens next: Start a new project if you still need the work. Refunds follow the cancellation policy.
Who needs to act: Nobody. The order is finished.
Order Rejected
Shown in the app as Closed.
What it means: We couldn't take the order on, usually because the scan or input data can't support the requested scope.
What happens next: The reasons and how each is resolved are in Rejected orders.
Who needs to act: Nobody. The order is finished.
Order Lost
Shown in the app as Closed.
What it means: The order didn't go ahead, and no work was started.
What happens next: Start a new project if you still need the work.
Who needs to act: Nobody. The order is finished.
Order Failed
What it means: We weren't able to deliver this order.
What happens next: Our team will follow up with you about what happens next. There is no delivery date while the order is in this state.
Who needs to act: Our team.
If you order through a partner's app
A partner's app, and the IPX panel inside it, shows a simpler status. Each one covers several of the statuses above.
draft
What it means: The order was started but not submitted.
What happens next: Nothing happens until it's submitted.
Covers: Order Initialized.
awaiting_payment
What it means: The order is waiting on a quote, an estimate to accept, or a payment.
What happens next: Accept the estimate or pay the amount due. If the quote isn't ready yet, there's nothing to do until it is.
Covers: Order Request, Estimate Ready, Deposit Due.
action_required
What it means: The order is waiting on a decision. Sometimes it's yours (confirming a scan date, approving a change to the order, or retrying a payment), and sometimes it's our team's final review.
What happens next: If the decision is yours, we contact you with what's needed. Otherwise there's nothing to do.
Covers: Pending Approval, Order Under Review, Confirm Scan Date.
in_production
What it means: The order is accepted, and the scan or the modeling is under way.
What happens next: Nothing is needed from you. You're notified when it's delivered.
Covers: Order Processing, Order Received, Ready To Scan.
delivered
What it means: The order is delivered, and its deliverables are ready.
What happens next: Open the project to get the deliverables.
Covers: Order Completed.
failed
What it means: We couldn't take on or deliver the order.
What happens next: Our team follows up with you about what happens next.
Covers: Order Failed, Order Rejected.
cancelled
What it means: The order was cancelled and will not go ahead.
What happens next: Start a new order if you still need the work.
Covers: Order Cancelled, Order Lost.