Track a case
Who this is for: Dentists who have at least one submitted case.
Time required: ~1 minute
Steps
1. Open the Cases page
Click Cases in the sidebar. You'll see all your cases with the most recent on top.
2. Find your case
Use the search bar (patient name or case number) or the status filter chips to narrow the list.
3. Click the case to open details
The case detail page shows:
- Status timeline — every transition (received → design → production → ...) with timestamps
- Comments — back-and-forth with the lab about the case
- Files — everything you uploaded plus anything the lab has shared
- Invoice — if one has been issued
- Shipment — tracking number once the case is shipped
What status means what
Quick reference:
| Status | What's happening |
|---|---|
| received | Lab has the case, hasn't started yet |
| invoicing | Lab is preparing the invoice (custom-quote cases) |
| design | CAD design in progress |
| production | Milling / printing |
| finishing | Glazing, polishing, contouring |
| qc | Quality check |
| shipped | On its way to your practice |
| delivered | Confirmed received by your office |
| on_hold | Something needs your attention — see comments |
Notifications
You'll get an email (and optional SMS) for these events by default:
- Status change
- New comment from the lab
- Case put on hold
- Invoice issued
- Shipped
You can turn channels off per event in Notification preferences, with one exception: on-hold notifications are forced — we want to make sure you see them.
Troubleshooting
- "My case is on hold, why?" — open the case, read the comments. The lab will have explained what's needed (e.g. clearer impression, missing shade info).
- "Status hasn't changed in a few days" — production timing varies by case type. If you're worried, leave a comment on the case; the lab gets a notification.