FAQsOrders and paymentsArticle

What do the different order statuses mean?

There are 2 main types of default order statuses:

- shipping status, that refers to the status of the order shipping process;
- payment status, that reflects the status of the payment associated with a certain order.

Each order is associated with a certain shipping status and a payment status. These are the default status values available in the system:


1. Shipping status

Awaiting order - Each new order placed will enter the system with the Awaiting shipping status. This status means that additional input is needed from the shop admin, in order to further process the order or to cancel the order.

Order in processing - This status means that the order is currently being prepared, so that it can be shipped.

Order dispatched - This status means that the order has been dispatched from the shop's warehouse and is in the process of being delivered.

Order delivered (received) - An order can be marked as Delivered (received) upon confirmation from the shipping service that the order has been delivered and received by the customer.

Order returned - An order can be marked as Returned if the client has declined the order and if the order has been returned to the shop.


2. Payment status

Transaction incomplete - This payment status applies only to online payments and means that the customer has not finalized the online payment process.

Awaiting payment - This status applies to both online and offline payments. In the case of online payments, it means that the actual transaction has not yet cleared and may take an additional time to clear. For offline payments, the Awaiting status means that the payment will take place at a later point in time.

Payment completed - This status applies to both online and offline payments. In both cases, this status means that the payment has been made and that the money has been received by the shop or will soon be received.

Payment failed - This status only refers to online payments. An online payment can automatically receive the Failed status if a certain problem has occurred during the processing of the payment and if the payment processor was not able to process the payment.

Payment cancelled - This status applies to both online and offline payments. When an order is cancelled by using the associated Cancel order button, the payment status also becomes Cancelled.

Transaction incomplete (cancelled by system) - This status applies only to online transactions. If the initial status of the transaction was Incomplete, then the transaction will be automatically cancelled by the system after a certain period of time, if the transaction is still not finalized by the customer during that time frame.

Payment refunded - This status applies to both online and offline payments. A payment can be marked as Refunded if the shop has performed the money refund for the corresponding order.



Please note that an order is considered processed and will be displayed in the Processed orders section when the Shipping status has been set to Order delivered (received) and the Payment status is Payment completed.

For details regarding the transition flow of the order statuses, please review the chart below. Please note that differences may occur in the transition flow, depending on the payment type - online or offline, so please select the desired type first.

Checkout

Shipping status: Awaiting order

Shipping status: Order in processing

Shipping status: Order dispatched

Shipping status: Order delivered (received)
Payment status: Payment completed

Payment status: Payment cancelled

Shipping status: Order returned
Payment status: Payment cancelled

Shipping status: Order returned
Payment status: Payment refunded

Checkout

Payment status: Transaction incomplete

Payment status: Payment completed

Shipping status: Awaiting order

Shipping status: Order in processing

Shipping status: Order dispatched

Shipping status: Order delivered (received)

Payment status: Transaction incomplete (cancelled by system)

Payment status: Payment refunded

Shipping status: Order returned
Payment status: Payment refunded

Shipping status: Order returned
Payment status: Payment refunded


Additional custom statuses, as defined by the shop's administrator, can also be created and applied to orders; please review the Additional statuses topic for more information regarding this option.

Listed in: Orders and payments