Track Service Orders
Learn how to monitor progress, provide feedback, and communicate with the design team on professional service orders
Once you've ordered a professional service, you'll want to stay updated on progress and easily communicate with your design team. This guide explains how to track your service orders and what to expect at each stage.
Understanding Your Order Status
When you place a professional service order, it goes through several stages. Understanding these stages helps you know what to expect and when you'll need to provide input.
| Status | Meaning |
|---|---|
| Pending | Order received, waiting for team assignment |
| In Progress | Design work is actively being done |
| Awaiting Feedback | Design ready for your review |
| Revision Requested | You've requested changes, team is working on them |
| Completed | Final files delivered, order complete |
| Cancelled | Order was cancelled, refund processed |
Viewing Your Service Orders
Navigate to Services
Click on Services in the main navigation menu.
Find Your Order
Your service orders are displayed at the top of the page in the "My Service Orders" section. Each order shows:
- Order ID (click to view details)
- Service type
- Current status
- Date ordered
- Revisions used vs. maximum
Click to View Details
Click on any order to see full details including:
- Complete timeline of status changes
- All communications with your team
- Design files and deliverables
- Revision history
The Design Process
Here's what happens after you order a professional service:
1. Order Received (Pending)
After completing checkout, your order enters a pending state. This typically lasts 1-2 business days while we:
- Assign a designer or success manager
- Review your questionnaire responses
- Prepare initial assets
You'll receive an email confirmation when your order is received. If you have questions before work begins, reply to that email.
2. Work Begins (In Progress)
Once assigned, your team begins work on your project. During this phase:
- Designers create initial concepts
- Developers set up store configurations
- Success managers prepare brand guidelines
3. Review Required (Awaiting Feedback)
When initial work is ready, your order status changes to "Awaiting Feedback." You'll receive an email notification.
What to do:
- Review the delivered work carefully
- Note what you like and what you'd like changed
- Provide clear, specific feedback
- Submit feedback through the order details page
Great feedback includes specific references to elements you want changed, examples of styles you prefer, and clear descriptions of what doesn't work for you.
4. Revisions (Revision Requested)
After receiving your feedback, the team implements your requested changes. The status changes to "Revision Requested" while work is being done.
This cycle repeats - work, review, feedback, revisions - until you're satisfied with the result.
5. Completion (Completed)
Once you approve the final deliverables:
- Status changes to "Completed"
- All final files are available for download
- Your Pro membership (if included) is activated
- You'll receive a summary email
Providing Effective Feedback
Your feedback helps us deliver exactly what you want. Here are tips for giving great feedback:
Do
- Be specific about what you want changed
- Reference specific elements by name or description
- Explain the "why" behind your preferences
- Provide examples of styles you like
- Take your time reviewing thoroughly
Don't
- Say "I don't like it" without explanation
- Change your mind frequently between revisions
- Wait until the last minute to provide feedback
- Request entirely new concepts after revisions begin
Managing Revisions
Each service package includes a set number of revisions:
| Service | Revisions Included |
|---|---|
| Design Package | 2 rounds |
| Shopify Store Design | 2 rounds |
| Launch Lab | 5 rounds |
A "revision round" includes all feedback submitted at once. For best results:
- Compile all your feedback before submitting
- Submit feedback in one comprehensive message
- Be clear about priorities if requesting multiple changes
If you exhaust your included revisions, additional rounds cost $150 each. Your success manager can help you decide if additional revisions are needed.
Communicating with Your Team
You have several ways to communicate about your service order:
Through the App
- Open your order details
- Click "Contact Team" or send a message
- Responses typically within 1 business day
Via Email
Reply directly to any email from your team. All communications are logged in your order history.
Urgent Matters
For urgent issues, email support@roastify.app with your order number in the subject line.
Accessing Your Deliverables
When your order is complete, all files are available in your order details:
Open your completed order
Click on each file to download
Common Deliverables
Depending on your service, you might receive:
- Print-ready PDFs: Files ready for production
- Source files: Editable files (PSD, AI, etc.)
- Brand guide: PDF document with brand specifications
- Store access: Login credentials or invitation to your store
- Training materials: How-to guides for managing your store
Keep copies of all delivered files on your own computer. While we store files for a reasonable time, we can't guarantee indefinite storage.
Troubleshooting Common Issues
"My order seems stuck"
If your order hasn't changed status in more than a few business days:
- Check if you're waiting on providing feedback
- Send a message through the order details
- Email support if no response within 2 business days
"I want to cancel my order"
You can cancel a service order, but timing matters:
- Before work begins: Full refund
- After work begins: Partial refund, minus work completed
- Near completion: No refund available
Contact your team or support@roastify.app to discuss cancellation.
"I need more revisions than included"
Additional revisions are available:
- Cost: $150 per revision round
- Process: Your success manager will explain the process
- Timeline: Typically 2-3 business days per additional round