Learn why your gPro order was canceled, possible reconciliation options, and how to ensure your roof estimate needs are met by our Geospan team.
What is an order cancelation?
At Geospan, we pride ourselves on our ability to provide border-to-border, coast-to-coast coverage for buildings of any size, complexity, or architecture. However, in rare cases, we may be unable to model your order despite all efforts. When this happens, a cancelation and full refund may be necessary. Below are the four most common cancelation reasons and potential solutions.
Reason #1: Unverifiable Address
If we cannot determine the correct building from the provided address and notes for production information, we may have to cancel your order.
Solution: Reorder the building with additional details in the Notes for production space, such as building type (e.g., single-family, garage, commercial, shed), or nearby landmarks to help pinpoint the location on a map. If unsure, submit a support ticket with the category of Order Issue, and our Customer Success Team will assist in identifying the correct structure.
Notes for production space
The Notes for production space can be found under the Additional Information step in the ordering process.
Reason #2: Imagery Issue
If we locate the building but cannot model it due to severe obstructions (e.g., dense tree cover) or missing/dated imagery, we cannot fulfill your request.
Solution: Submit a support ticket with the category of Order Issue, and our Customer Success Team will explore solutions to ensure imagery limitations don’t prevent us from serving you.
Reason #3: Duplicate Order
Accidentally duplicated orders—whether due to a system glitch, bug, or user error—are automatically canceled to prevent double charges, while the original order will be processed as intended. This will only apply unless specified otherwise in the Notes for production space.
Solution: If you intended to order the same building and product multiple times, reorder and include a clarifying note in the Notes for production space.
Reason #4: Superstructure Order
A “Superstructure Order” refers to a building too large for our standard modeling software, such as the Empire State Building, Apple Headquarters, Wrigley Field, or the Boeing Everett Factory. While we can model these roofs, a custom plan and quote are required.
Solution: If you place an order for a superstructure, you will initially receive a $199 quote. Our Customer Experience Team will contact you directly to develop a custom solution tailored to your project.