Order and payment statuses
What the order, payment and fulfilment statuses on the Orders and Payments pages mean.
Updated 24 Oct 2026
Each order has three statuses: one for the order itself, one for its payment and one for its fulfilment.
Order status
An order shows as:
- Pending when it has been created and is waiting, usually for the customer to pay.
- Confirmed once the payment has been received.
- Processing while it is being prepared.
- Completed when it is finished.
- Cancelled if it will not go ahead.
Payment status
The payment shows as:
- Unpaid when no payment has been made yet.
- Pending when a payment has started but is not finished.
- Paid once the payment has gone through.
- Failed if the payment did not go through. The customer can try again on the same order.
- Partially refunded or Refunded when some or all of the payment has been returned.
Fulfilment status
Fulfilment shows as:
- Unfulfilled when nothing has been handed over or sent yet.
- Processing while the order is being picked or packed.
- Partially fulfilled or Fulfilled once some or all of the items have been handed over or sent.
- Cancelled or Returned if the items will not be, or are no longer, with the customer.
The Payments page
Payments lists every payment attempt, one row each, and is read-only. As well as the statuses above, you may see:
- Requires action if the customer's bank asked for an extra check, such as approving the payment in their banking app;
- Authorised if the payment was approved but not yet taken;
- Cancelled or Voided if the attempt was stopped before any money was taken.
A customer may have several attempts on one order, for example a failed card followed by a successful one.