Understanding order status
What each order status and dot means, from paid to delivered.
Every order moves through a status as it goes from placed to delivered. Both you and the customer (from their order tracking page) can see where an order stands.
The statuses
- Pending: order placed, payment not yet confirmed.
- Pending transfer: customer chose bank transfer and is expected to pay directly; waiting on you to confirm the money arrived.
- Paid: payment confirmed, whether by Paystack automatically or by you marking a bank transfer as received.
- On its way: you have sent the order. Add a tracking number if you have one. The customer gets an email.
- Delivered: the customer has it. Tap Mark as delivered on the order, or let a connected courier mark it for you when they drop it off. The customer gets an email, and the return window starts from this day.
- Cancelled: the order will not be completed. If it was paid via Paystack, cancelling can trigger a refund.
Sales made on the POS in your shop show as Fulfilled straight away, with an “In store” tag, since the customer left with the items. Voiding one on the day marks it Cancelled and puts the items back in stock. After that, record a return instead.
The coloured dots
Orders still waiting on something get a dot on the orders list, the Status filter and your Home page: red for a return request, amber for a payment to confirm, green for an order to send, and blue for an order on its way.
Cancellations and refunds
A customer can request a cancellation, which you approve or decline from the order page. If the order was paid by card, approving a cancellation kicks off a refund; you will see whether the refund is pending or failed so you know if it needs manual follow-up. Cancelling puts the items back in stock. Once an order has been sent, it's a return instead; see Returns and refunds.
What customers see
Customers can check their order's progress from the tracking page on your storefront without needing an account. It shows the same placed, paid, on its way and delivered progression, plus the tracking number once you have added one.