HelpOrder statuses
Every order has four statuses that run side by side. The order status tells you which step the order is at. The other three tell you whether the goods are prepared, how far they have been delivered and whether the money has been collected.
Most statuses only move forward and never go back. The dashboard only shows the status buttons that are valid for the order at that moment.
Read the order status
The order status appears at the top of the order page and in the Status column in the list.
| Status | What it means |
|---|---|
| Pending | A new order that you haven't confirmed yet. |
| Confirmed | You have accepted the order. A prepaid order must be paid before you can confirm it. |
| Processing | You are preparing and shipping the goods. The order must be at this step before it can be completed. |
| On hold | The order stays at its current step. You can't prepare it, ship it or change its payment until you resume processing. |
| Completed | The order has been delivered and paid. This is the last step. |
| Cancelled | The order was cancelled by you, by the customer, or automatically when the customer didn't finish an online payment. This is the last step. |
Read the fulfillment status
This status appears in the corner of the Products card on the order page.
| Status | What it means |
|---|---|
| Unfulfilled | The goods haven't been taken out of stock. |
| Fulfilled | The goods have been deducted from physical stock. It can't go back to Unfulfilled. |
| Return requested | The customer wants to return the goods and you have recorded it. The order can't be completed until this is dealt with. |
| Returned | You have received the goods back. This is the last step. |
Read the shipping status
This status appears in the corner of the Shipping card.
| Status | What it means |
|---|---|
| Not shipped | The goods haven't left your shop. |
| Shipped | The goods have been handed to a carrier or you have taken them out for delivery. |
| In transit | The goods are on their way. |
| Out for delivery | The courier is bringing the goods to the customer. |
| Delivered | The customer has received the goods. It can't be changed anymore. |
| Delivery failed | The delivery attempt didn't succeed. You can deliver again. |
Read the payment status
This status appears at the top of the order page, in the corner of the Payment card and in the Payment column in the list.
| Status | What it means |
|---|---|
| Pending payment | No money has been recorded. A COD order stays at this status until you mark it as paid. |
| Authorized | The payment gateway has put a hold on the customer's money but hasn't collected it. |
| Paid | The money has been recorded. After this step it can only move to Refunded. |
| Captured | The payment gateway has collected the amount it had put on hold. |
| Payment failed | The payment attempt didn't succeed. You can move it back to pending payment. |
| Refunded | You have recorded that you paid the customer back. This is the last step. |
| Voided | The uncollected payment of a cancelled order. |
| Payment expired | Shown on an online payment attempt the customer didn't finish, in the transactions section of the Payment card. The order's payment status stays Pending payment. |
Put an order on hold
Use this when you need to wait, for example for the customer to confirm their address again.
- Open the order.
- Click More actions at the top of the page.
- Select Hold order.
- Enter a reason in the Reason (optional) field if you want. The reason appears in the order’s Timeline.
- Click Hold order.
On a phone, More actions is the vertical three-dot icon at the top of the page.
Resume an order on hold
- Open the order that is On hold.
- Click Resume processing at the top of the page. On a phone, this button is in the vertical three-dot icon More actions.
The order goes back to the step it was at before it was put on hold.
See the statuses in the list
The order list shows the Status and Payment columns by default. The Fulfillment and Shipping columns are hidden.
- Go to Orders.
- Click the columns icon Edit columns on the bar above the table.
- Click the eye icon next to Fulfillment.
- Click the eye icon next to Shipping.
To filter by status, see Filter orders and save views.
Frequently asked questions
Why did my order go to On hold by itself?
When a customer chooses to pay online but doesn't finish paying, the order goes to On hold and the payment attempt on the Payment card shows Payment expired. If the customer still doesn't pay, the order is cancelled automatically after about 24 hours. If the money arrives late during that time, the order continues processing.
Can I reopen a Completed or Cancelled order?
No. These two statuses are the last step of an order.
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