Frequently asked Questions List of frequently asked questions (FAQs) about RoofOrder Reports.

• How much overage should a roofer use with your reports?

  Rooforders has customers using many different roofing systems and the overage percentage to select does differ based on the types of material you are using. As a general rule, a highly cut up roof will need more shingles. The rooforders report which includes a PDF and an excel spreadsheet has detailed values roof areas, roof pitches and measurements for all of the rakes, hips, valleys and eaves. With these values you can use any of the available material estimation tools to determine your material requirements.

• Is quality guaranteed?

  Yes, Rooforders will redo any report that is not accurate at no cost. We value customer feedback and value your reports whenever a report is not accurate. Data shows that our accuracy rates are on par with major competitors such as EagleView but we are always striving to eliminate any sources of errors.

• What if my payment failed while placing order?

  While placing order if payment fails, your order will be placed but it will not be processed/delivered unless the payment is done for that order. You can click on "Pay Outstanding" button in your Dashboard to make payment.

• What does a Positive or Negative balance amount indicate in Account details?

  If your balance amount is positive, you need to pay outstanding amount to Rooforders for orders placed in past. If your balance is negative, you have a credit balance that can be used to pay for the next order(s).

• How can I change the Address after placing the order?

  You can edit your Address before Rooforders starts processing your orders. Other details like Customer Name, Cover Page Message, Modelling Instructions and Secondary Structures can also be updated from the Edit Order form. Updating an address will simply display the updated address in your reports. If you wish to change the location or drag the marker pin then you need to go through the “Update Location” process in the "Orders" menu.

• What does 'Payment Pending' status indicates in My Orders page?

  While placing order if payment fails/cancelled, order status is "Payment Pending". Rooforders will not process these orders until they are paid. Use "Pay Outstanding" button to complete/retry the failed payment or call support at 888-386-8384 for assistance.

• How can I cancel the order?

  Customers who want to cancel the orders must do so through the cancellation process offered by Rooforders. On cancellation of order amount will be credited to account.

• What will I get for my Rooforders order?

  You will receive an order delivery e-mail. The e-mail has a PDF report attached. If you click on the first link in the e-mail text you will receive the complete set of files that we deliver : - PDF report - XLSX - spread sheet with all measurement details - 3D DXF - computer aided design 3d model or the roof - XML - free file that loads directly into programs such as Symbility and Acculynx

• When will my report be delivered?

  We make best efforts to complete all reports overnight. Typically your delivery e-mail will be sent by 6 AM EST.

• What if my payment failed while placing an Expedite order?

  While placing an expedite order, if payment fails, your order will not be processed/delivered until the payment is submitted for that order.

• How quickly are expedite orders delivered and what happens if this target is not met?

  Rooforders makes best efforts to deliver Expedite orders within 5 hours. If delivery of an expedite order is not done within 5 hours from receipt of paid order, the $5 expedite charge will be credited to the buyer's account.

• Why is there a convenience fee for the ESX service?

  Rooforders and Verisk are making considerable investments in the technology to deliver Rooforders reports in ESX format and sketches inside Xactimate. In addition substantial investments have been made to protect your private information when using Rooforders services including this integrated offering.

• How does Rooforders protect customer account data?

  Rooforders protects your information in many ways. Our services and procedures are designed to meet SOC 2 stringent confidentiality and data protection standards. In addition our services are cloud based with every customer's data held in separate private accounts protected by stringent passwords and encryption protocols. For our credit card customers we adhere to Clover security standards and your financial information is never stored by Rooforders but is held by Authorize.net the largest credit card processor.

• How does Rooforders keep customers' data safe?

  Rooforders is dedicated to the highest standards of data security to protect our client's interests. Customer data is accessible through secure login to your own private pages on Rooforders cloud. Credit card charges are securely transacted using Authorize.net secure services in accordance with the highest security standards. Rooforders policies, procedures, and technologies are designed to protect your privacy. Rooforders is certified SOC II and ISO 2700 compliant.

ESX™ is a trademark of Xactware Solutions, Inc. Xactimate™, XactAnalysis™ and XactNet Address™ are trademarks of Xactware Solutions, Inc. and Verisk.

---

Still Not Sure?

Can't find the answer you are looking for? Write to our support team at royclausen@rooforders.com / davidkohls@rooforders.com. Our representative will write back to you with a personalized response you soon. You can also call us on +1-888-386-8384.