The life of an order
From the moment a buyer orders to delivered, returned or cancelled: every order status, who moves it, and how payment runs alongside.
Every order has one status (where the parcel is) and one payment status (where the money is). You move the status forward from the order page in Orders; the payment status follows the money.
The whole picture#
Text version of the diagram
- Order placed to Confirmation setting?
- Confirmation setting? to To confirm (You confirm)
- Confirmation setting? to Confirmed (Automatic)
- To confirm to Confirmed (Confirm order)
- To confirm to Cancelled (Cancel)
- Confirmed to With courier (Send with courier)
- Confirmed to Cancelled (Cancel)
- With courier to Delivered (Mark delivered)
- With courier to Delivery failed (Delivery failed)
- With courier to Returned (Parcel returned)
- Delivery failed to Delivered (Delivered later)
- Delivery failed to Returned (Parcel returned)
- Delivered to Returned (Parcel returned)
- Order placed to Payment status runs alongside
Order statuses#
| Status you see | What it means | Next step you can take |
|---|---|---|
| To confirm | A new order that waits for you | Confirm order or Cancel order |
| Confirmed | You accepted it; pack it | Send with courier, or book a courier from the order |
| With courier | The parcel left with a courier or your rider | Mark delivered, Delivery failed or Parcel returned |
| Delivered | The buyer received it | Parcel returned if it comes back later |
| Delivery failed | The courier could not hand it over | Mark delivered (a second try worked) or Parcel returned |
| Returned | The parcel is back with you | Record return to log the items and any refund |
| Cancelled | The order will not be fulfilled | Nothing more; the reason stays in the activity log |
There is no separate "packed" status. Packing happens between Confirmed and With courier, and you can print a packing slip for it (see Print an invoice or packing slip).
Payment status#
| Payment status | Meaning |
|---|---|
| Unpaid | No money has been recorded yet |
| Paid | The money is recorded as received |
| Partly refunded | Part of the money went back to the buyer |
| Refunded | All of the money went back |
How the payment status changes depends on how the buyer paid. See Cash on delivery, Manual payment and Payment gateways.
Move an order forward#
- 1
Open the order
In Orders click an order number. Use the status tabs and the filters to find it.
- 2
Use the Next step card
It shows only the steps that are allowed for this order and for your role. Every step you take is written to the activity log.
- 3
Confirm the action
Cancelling asks for a reason, which stays in the log and cannot be undone.
Common problems#
I cannot find the button for the next step.
Buttons depend on the current status and your permissions. Staff only see the steps their role allows, and when the store is not active new orders cannot be confirmed or sent.
Can I change the items before the parcel leaves?
Yes. While an order is To confirm or Confirmed, use Change items to replace the items and quantities. Agree the new total with the buyer and add a note.
Can I undo a cancellation?
No. Create a new order with New order instead.
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