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Trade Partner Help Center

About Work Orders

General

What do the different categories like New, Waiting For Allowed Start, Ready To Start, etc. mean?

Each category represents a stage in the progress of a Work Order and requires a specific action from you or from Opendoor. You can learn more about about each category and what is expected from you by watching this video below or reading this document.

Where do I find necessary information on a work order?

Once you click into a specific work order, you’ll see 3 tabs: General, Line Items, and Photos.

  • General: Contact and property access information, schedule, documents, and notes.
  • Line Items: Descriptions and pricing for the work.
  • Photos: Easily view before and after photos and approve completed work.

Once work is completed and approved by Opendoor, you can invoice from either the General tab or the Line Items tab.

What is the best way to communicate with Opendoor?

The Vendor Portal is the best way to communicate with Opendoor. Please use the functions provided to communicate any changes to schedule, pricing, or scope of work. The Notes section of each work order is the best way to communicate directly with your Opendoor contact.

How do I let Opendoor know that work has been started?

Once work has begun on a property, you can mark it as started by clicking a button on the work order list page or on the individual work order Line Items tab. If you have workers using the On-Site Portal, they can also click Start Work once they reach the property. Please mark work orders as started on the day that work actually begins.

How do I let Opendoor know that work is complete?
  1. Ensure that all line items have After photos, are marked as complete, and are marked as approved.
  2. Click the green Mark as Complete button to let Opendoor know that your work is finished and then Opendoor will complete the Quality Control process.
What happens if the work doesn’t pass the Quality Control process?

If Opendoor is not satisfied with the work, you will see the work order move to “Rework Needed” in the portal. You will also receive an email letting you know. Any items that need rework will be clearly indicated and will have a reason for requesting the rework. You are expected to address rework as soon as possible.

Schedule and Line Items

What do the different dates mean?
  • Opendoor Target Start Date: Date that Opendoor expects the work to be started on.
  • Opendoor Target Finish Date: Date that Opendoor expects the work to completed on or before.
  • Vendor Estimate Start, Finish Dates: These only appear when you’ve communicated a schedule that differs from the Opendoor Target Start and Finish Dates.
  • Actual Dates: Dates that work was actually started or completed on.
What if I need to update the schedule?

You can communicate schedule changes to Opendoor by using the Update Schedule button on the General tab and entering the reason for the change and the updated dates. Timely work completion is important, but if you believe you will be delayed for any reason, please update the schedule as soon as possible.

What if the description or pricing on a line item is incorrect?

This is for when you need to make an adjustment to an existing line item (e.g. increase carpet from 200 sqft to 250 sqft), rather than adding a new line item (e.g. replace window screens).

  1. Click on this icon on the right-hand side of the line item.
  2. Write a reason for the change, new revised description, and incremental cost changes for the line item. Example: If the old line item is for 200 sqft of carpet and you’re changing it to 250 sqft, you’d write a reason for the change (need additional 50 sqft of carpet), new revised description (install 250 sqft of carpet) as well as the price of the incremental change (the price of the 50 sqft)
  3. Once you do this, Opendoor will either accept or decline your request.
How can I see the history of change requests?

In the list of line items, you will always see the current state of a given line item, with the most up-to-date pricing and description.

If an item has a history of change requests, it will have a button that looks like a clock on the right. Clicking this button will display the original line item and all changes bringing it to the current state.

What if I identify work that needs to be done that is not on the work order?
  1. Click Add New Line Item.
  2. Fill out the item as you see fit then click save.
  3. Once you do this, Opendoor will either accept or decline your request.

Photos

I’m the sole proprietor. How should I provide After photos?
  1. If you are already logged in, go to opendoor.com/on-site. If you are not logged in, go to opendoor.com/vendor, log in with your email and password, then find the Link to On-Site Portal in the top-right menu.
  2. You’ll have full access to all your work orders, so you’ll be able to upload After photos, mark line items as complete, and mark them as approved as you go along.
I’m a large vendor who wants to use the On-Site Portal. How should I provide After photos?
  1. Assign each line item to an on-site worker, or have a foreperson with access to all your work orders.
  2. As the work order progresses, have your workers or foreperson take After photos and mark items as complete.
  3. Have someone with approval privileges (either an on-site worker or someone with access to the Vendor Portal) approve the completion of each item.
I’m a large vendor who does not want to use the On-Site Portal. How should I provide After photos?
  1. At the office, print out the work order and hand it to your workers.
  2. As the work order progresses, take photos of your work.
  3. Back at the office, manually upload those photos into the vendor portal for each line item and mark line items as complete and then as approved.
Why does Opendoor require After photos?

In our ongoing effort to streamline our vendor and quality control process, Opendoor requires after photos for each line item completed. We believe this reduces the amount of rework needed at our projects and ensures a quicker turnaround time in processing payment invoices. After photos to verify work completion are standard in the industry.

How can I take a good After photo?

The most effective way to take “After” photos to speed the verification of work completed is to take a photo in the same angle and distance from the “Before” photo (either from the home condition repair report or from your crews photo documenting the current condition before work starts).

This example shows a “Before” and “After” work within the same angle with enough environmental features to allow Opendoor to complete its initial quality assurance of the work (i.e. range replacement from white to stainless steel) has been completed.

Are Before photos required?

In many cases, Opendoor will provide Before photos for line items so that you can see exactly what needs to be addressed. Additional Before photos are appreciated, but not required. Providing both Before and After photos makes the work performed clear to all parties.

Invoicing

How do I submit an invoice?

For Property Vendors

  1. Click on a work order that’s in the “Invoiceable” stage and scroll to the bottom of the General tab.
  2. Click “Create New Invoice” and verify the amounts displayed by clicking the checkmark on the right.
  3. Upload an invoice with the total amount into the Documents column, as shown above. It should include the PDF Invoice number from the invoice, as well as an itemized line item for every scope item and cost that was completed.
  4. Submit by clicking the button that looks like a paper plane.

For Maintenance Vendors

Opendoor will accept one invoice for all maintenance work you’ve done for a month for each market. For example, if you’ve done 10 jobs across Phoenix and Dallas-Ft. Worth for the month of August, you’ll submit two invoices (one for each market), as opposed to 10 separate invoices.

  1. Go to the Invoices tab.
  2. Click on the “Invoiceable” tab and click on a month you’d like to invoice Opendoor for.
  3. Ensure that you’ve marked all completed requests as complete.
  4. Click on “Create Invoice” then submit your invoice.

For property invoices that do not require a work order

Please email propertyinvoices@opendoor.com with your invoice.

What are the invoice requirements?
  1. Unique invoice number (please do not reuse invoice numbers). Our accounts payable system and processors flag duplicates resulting in delays in processing.
  2. Include Opendoor’s Name
  3. Total amount due (including applicable taxes) should reflect current invoice total only. Please do not include running totals or total outstanding balance.
  4. Include service address (Not required for Maintenance Schedule invoices).
  5. Include description of the services performed.
  6. Date(s) that the work covers (for Maintenance Schedules, ONE invoice per Month, submitted at the beginning of the month for the previous month’s work).
  7. File format should be PDF only with one invoice per file.
  8. Follow this filename convention, “Vendor name_Date_Invoice Number”.
  9. For non-work order invoices, please identify the Opendoor individual that requested/is responsible for the service on the bill (i.e., “Attn: Jane Smith”).
  10. For work order and maintenance schedule invoices, payment is fastest if the invoice amount matches the work order or invoiceable amount for maintenance schedule. If the invoice is greater than the work order, the renovation manager needs to approve. If less, adjust the cost in the admin portal by submitting a negative cost item.
  11. Vendor name on invoice must match the legal name or DBA identified on the W9.
When will I get paid?
  • Work orders (renovation, repairs, etc.): 15 days from invoice submission
  • All other work (home condition assessments, photos, landscaping, pool cleaning, home cleaning, etc.): 30 days from invoice submission

Payments are made via ACH or Check. We recommend vendors sign up for ACH as payment will be faster. Vendors select which payment option they prefer when they complete their NetVendor enrollment. Existing vendors that wish to set up payment via ACH should send an email to accountspayable@opendoor.com with their bank account, routing numbers, and email address to receive remittance notification.

I have further questions about getting paid. Who should I ask?

Please email us at accountspayable@opendoor.com.

About the On-Site Portal

How to Use the On-Site Portal

What is the On-Site Portal?

The On-Site Portal is designed to help you communicate Opendoor work orders to the members of your team who work on-site in Opendoor homes. The On-Site portal does not include prices.

It’s meant to be used on a smartphone or tablet, but can also be used on a computer. The On-Site Portal includes need-to-know information such as:

  • Addresses
  • Property access information
  • Schedule
  • Work required
  • Before photos

Workers using the On-Site Portal can:

  • Submit After photos
  • Mark items as complete
  • Send notes about specific items or about general progress
Do I have to use the On-Site Portal?

No. Use of the On-Site Portal is 100% optional. We believe it is the most efficient way to communicate work to your team and progress to Opendoor, but you are not required to use it.

General

How do I use the On-Site Portal?
  1. Set up accounts for your workers and set the appropriate permissions on the On-Site Workers tab in the Vendor Portal.
  2. Assign line items on work orders to your workers.
  3. Send a link to your workers so that they can access the On-Site Portal.
  4. Your workers will see what they need to do and submit After Photos as they complete each line item.
  5. Approve each of the photos or let them know that they need to do rework.
How do I set up On-Site Portal accounts?
  1. Go to the On-Site Workers link at the top of the Vendor Portal.
  2. Click “Add New Worker”.
  3. Enter an identifier for the worker, choose the desired permissions, and enter an email if you would like the worker to receive email notifications.
What do the different permissions for on-site workers mean?

“Can view all work orders for an organization” vs. "Can view only work orders & line items assigned specifically to them”

  • The Former: Typically for people who oversee all your properties, such as a foreperson or a supervisor.
  • The Latter: Typically for people who work on a limited number of properties at a time, such as a technician or a subcontractor.
  • Note: If you have access to the Vendor Portal, you’ll be able to see every work order assigned to your organization.

“Can approve completed line items” vs. “Cannot approve line items”

  • The Former: Typically for people who oversee all your properties, such as a foreperson or a supervisor.
  • The Latter: Typically for people who work on a limited number of properties at a time, such as a technician or a subcontractor.
  • Note: If you have access to the Vendor Portal, you’ll be able to approve completed line items.
Do I have to set up an On-Site Portal account if I have access to the Vendor Portal?

No. Anyone with access to the Vendor Portal automatically has access to the On-Site Portal with both “View All” and “Approval” permissions. If you have access to the Vendor Portal, you can get to the On-Site Portal by using the “Link to On-Site Portal” in the menu bar.

How do I assign work to on-site workers?

As you assign line items to workers, you’ll see a summary of worker assignments at the top of the Line Items tab.

Assigning One-by-One

You can assign individual line items by using the blue Assign button and selecting a worker from the menu.

Assigning Many at a Time

  • Assigning some: Check the checkbox to the left of each line item to be assigned and then choose a worker from the menu at the bottom.
  • Assigning all: Check the checkbox at the very top of the list of items to select all items and then choose a worker from the menu at the bottom.
How do workers log in to the On-Site Portal?
  1. Copy the link by using the Copy button on the On-Site Workers page or at the top of the Line Items tab of a work order that a work order has been assigned to.
  2. Paste the link into an email or text to your worker.
  3. After clicking the link, workers will be prompted to enter the identifier that you assigned to them.
  4. Once workers are logged in on a device, they will should not need to log in again on that device unless they specifically log out. If they do need to log in again, they will need to use one of the special links again.
How can I train my team to use the On-Site Portal?

The On-Site Portal was designed to be intuitive and easy to use. You can share this training guide with your team to train them.

What if I do not want my team to use the On-Site Portal?

That’s completely fine. On the Line Items tab, you’ll find a number of print options so that you can easily print work orders for your team. You can print work orders with or without prices. You can print entire work orders or individual assignments. If you are not using the On-Site Portal, you will still need to provide After photos. You can upload the photos and mark items complete in the Vendor Portal.