Order Statuses
Order Statuses
Quick Summary: Every order has a status that tells you where it is in the shipping process.
Overview
An order's status tells you exactly where it stands — from creation through delivery. Understanding statuses helps you know when to take action and when to wait.
Quick Start
- Navigate to Orders
- Look at the Status column in the order list
- Click any order to see its current status and available actions
- Use the Status filter to find orders at a specific stage
- Check for Exceptions — they explain why an order might be stuck
Status Reference
Order Number Prefixes
The letters at the start of an order number are prefixes, not statuses.
If an order number starts with QS, it means the order was created to forward quarantined returned items to a new address. It follows the normal outbound shipping flow after creation. QS is not a status and should not be expanded as Quarantine Stock, Quick Sale, or another phrase.
Active Statuses
These statuses represent orders moving through the normal shipping process:
| Status | What It Means | What To Do |
|---|---|---|
| Incomplete | Order is missing required information or has a recoverable exception that needs a decision | Open the order and follow the exception instructions. Incomplete orders appear in your order list and are visible to you. |
| [pref som_via_automation_rules] | ||
| Pending Approval | Order is complete and waiting for your approval | Review and Approve, or let Automation Rules handle it |
| [endpref] | ||
| [pref !som_via_automation_rules] | ||
| Pending Approval | Order is complete and waiting for your approval | Review and Approve the order |
| [endpref] | ||
| Pending Fulfillment | Order is approved and queued for warehouse processing | Check for a visible exception such as validation, courier or label processing, then allow time for warehouse processing |
| Out for Pick Pack | Warehouse is actively picking and packing the order | Wait — processing is underway |
| Packed (Awaiting Courier) | Order is packed and waiting for courier collection | Wait — the courier will collect the package |
| Labels Generated | Shipping labels have been created for the order | Wait — the order is ready for the courier |
| Pending Manifest | Order is being grouped into a shipping manifest (FIC orders) | Wait — the manifest is being prepared |
| Manifesting | Manifest is being transmitted to the courier (FIC orders) | Wait — almost ready for dispatch |
| Manifested | Manifest has been accepted by the courier (FIC orders) | Wait — courier will collect soon |
| Fulfilled | Order has been shipped — tracking is available | Monitor tracking for delivery updates |
Possible reasons for an order to remain in Pending Approval include insufficient available balance, unavailable stock, missing packaging or courier/shipping option, a duplicate reference, or an account or onboarding restriction. These are possible reasons only; check the order's visible Exception for the reason that applies.
Note: For some Parcel Forwarding orders, the Cancel action may still be available after fulfilment while no tracking movement has been detected and the order has not been invoiced. If you cancel at this stage and the courier later reports the shipment is moving, the order automatically returns to Fulfilled.
Hold and Exception Statuses
These statuses mean the order needs attention:
| Status | What It Means | What To Do |
|---|---|---|
| On Hold | Order is paused due to an issue | Check the Exception reason and resolve it, then re-approve |
| Rejected | Warehouse could not process the order | Review the rejection reason, fix the issue, and create a new order |
| Expired | Shipping label expired before the courier collected the package | Contact your Account Manager for next steps |
Cancellation Statuses
| Status | What It Means | What To Do |
|---|---|---|
| Pending Cancellation | You requested cancellation — waiting for warehouse confirmation | Wait — cancellation is being processed |
| Canceled | Order has been successfully canceled | No action needed. For Parcel Forwarding orders, if the courier reports shipment movement after cancellation, the order may automatically return to Fulfilled |
Return Statuses
These statuses apply to return orders:
| Status | What It Means | What To Do |
|---|---|---|
| Pending Receipt | Return shipment is on its way to the warehouse | Wait for the warehouse to receive the package |
| Received | Return has arrived at the warehouse | The warehouse will inspect and process the items |
Special Statuses
| Status | What It Means | What To Do |
|---|---|---|
| Fulfilled by intermediary 3PL | Order was fulfilled by a partner warehouse | Monitor tracking — delivery is handled by the partner |
Status Flow
Standard Order Flow
Incomplete → Pending Approval → Pending Fulfillment → Out for Pick Pack → Packed (Awaiting Courier) → Fulfilled
With Manifesting (FIC Orders)
Packed (Awaiting Courier) → Labels Generated → Pending Manifest → Manifesting → Manifested → Fulfilled
Cancellation Flow
(Any pre-ship status) → Pending Cancellation → Canceled
Return Flow
Pending Approval → Pending Fulfillment → Fulfilled → Pending Receipt → Received
Detailed Guide
Exceptions
When something prevents an order from progressing, an exception is attached. The exception tells you why:
| Exception | What It Means | What To Do |
|---|---|---|
| Out of stock | One or more items aren't available in the warehouse | Wait for inventory replenishment, or cancel and reorder later |
| No shipping option | No courier/service matches the order's requirements | Update the courier or contact your Account Manager |
| Validation error | Order data has issues (invalid address, missing fields) | Edit the order and fix the flagged fields |
| Duplicate | This order matches an existing order | Review both orders — cancel the duplicate if confirmed |
| Insufficient funds | Account balance is too low to process the order | Top up your balance, then re-approve |
| Does not meet courier requirements | The shipment doesn't meet the selected courier's rules | Change the courier or adjust the shipment (weight, dimensions, destination) |
| Label expired | The shipping label is no longer valid | Contact your Account Manager for a new label |
| Source address is invalid | The source/ship-from address has issues | Edit the order and correct the source address |
| Fraud order risks | Order flagged for potential fraud | Contact your Account Manager to review |
| Shipping errors | An error occurred during shipping label creation | Review order details and retry, or contact your Account Manager |
| Courier is not available for your account | The selected courier isn't set up for your account | Choose a different courier or contact your Account Manager |
| Items are not valid | One or more items have invalid data | Edit the order and fix item details (SKU, customs info) |
| Courier doesn't support multipackaging | The courier can't handle multiple packages in one shipment | Use a different courier or split into separate orders |
| Courier is not available for shipping location | The courier doesn't service the destination | Choose a courier that covers the destination country/region |
| Insurance failed | Insurance could not be applied to the order | Review insurance settings or contact your Account Manager |
| Pickup errors | Issues with scheduling a pickup | Review pickup details or contact your Account Manager |
| Packaging cost approval required | A valid one-package plan has a materially lower modeled packaging and shipping total | Review both plans on the order. Choose Approve this order anyway for this order only, or Allow this exact packaging pattern for matching future orders. No label has been purchased yet. |
Status and Actions
Not all actions are available at every status. Here's what you can do:
| Status | Available Actions |
|---|---|
| Incomplete | Edit, Delete; packaging-cost decisions when that exception is shown and you have order write access |
| Pending Approval | Approve, Edit, Cancel, Delete |
| Pending Fulfillment | Cancel |
| On Hold | Edit and Approve, Cancel |
| Out for Pick Pack | Cancel (may not succeed if already packed) |
| Packed (Awaiting Courier) | Cancel (may not succeed) |
| Fulfilled | Return Order (if returns enabled for your account) |
| Rejected | — (create a new order) |
| Canceled | — |
Note: Cancellation of orders that are already being processed at the warehouse may not always succeed. The warehouse confirms or rejects cancellation requests.
Workflows
Workflow: Finding Orders by Status
When: You need to see all orders at a particular stage.
Steps: 1. Navigate to Orders 2. Open the filter panel 3. Select the Status filter 4. Choose one or more statuses 5. The list updates to show only matching orders
Result: Filtered view of orders at the selected stage.
Workflow: Resolving an On Hold Order
When: An order is On Hold with an exception.
Steps: 1. Navigate to Orders and filter by status On Hold 2. Click the order to view details 3. Read the exception message to understand the issue 4. Take corrective action (edit address, update courier, wait for stock) 5. Click Edit and Approve to resume processing
Result: Order moves back to Pending Fulfillment.
Workflow: Canceling an Order
When: You need to cancel an order before it ships.
Steps: 1. Navigate to Orders and find the order 2. Click the order to view details 3. Click Cancel 4. Confirm the cancellation
Result: Order moves to Pending Cancellation, then to Canceled if the request is confirmed. The request may not succeed once warehouse processing has progressed.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Order stuck on Pending Fulfillment for too long | Validation, courier or label processing, warehouse delay, or another visible exception | Check the exception on the order detail page. Fix any stated issue and allow time for processing |
| Can't approve an order | Missing required fields or insufficient permissions | Edit the order to complete all fields, or contact your administrator for permissions |
| Cancellation not confirmed | Warehouse already started processing | Contact your Account Manager if the order can't be canceled |
| Order shows Rejected | Warehouse found an issue it couldn't resolve | Review the reason, fix the issue, and create a new order |
| Exception says Out of stock but you have inventory | Stock may be allocated to other orders or not yet received | Check your inventory levels or contact your Account Manager |
Related Documentation
- Orders Overview — how orders work
- Order List — filter orders by status
- Order Details — view status on the detail page
- Bulk Actions — approve or cancel orders in bulk
- Troubleshooting — common order issues