The order is not processed till they send me the actual upgrade/install documentation.
You submitting an order just means an order is submitted. Someone has to physically process the order charge the card and then send the upgrade documentation to you and you send it back then once you send it back they send it to me. Remember the documentation they send is a liability doc which you sign gives us permission to access your server.
I can tell you this is the normal procedure and nothing is sent to me until this is completed. Once they send you the upgrade documentation make sure to get that back to them ASAP.