Order statuses can help you decide what actions need to be taken for a particular order. Does the order need to be packaged, shipped, or refunded? Most order statuses are applied as a result of store user or customer action, but some must be manually changed. Below we'll explain the various statuses an order can have, changing an order's status, and how they can be used in your fulfillment process.
Order statuses cannot be created, deleted or have a default specified. All new orders that have been paid for will have a status of "Awaiting Fulfillment" (physical products) or "Completed" (downloadable products), but this can vary based on the payment gateway and method used.
Pre-orders (which can also be used for back orders) use the same statuses listed here to represent if the order is pending, awaiting payment, or awaiting fulfillment. You can access your pre-orders from the View Orders screen.
- Pending — customer started the checkout process but did not complete it. Incomplete orders are assigned a "Pending" status and can be found under the More tab in the View Orders screen.
- Awaiting Payment — customer has completed the checkout process, but payment has yet to be confirmed. Authorize only transactions that are not yet captured have this status.
- Awaiting Fulfillment — customer has completed the checkout process and payment has been confirmed
- Awaiting Shipment — order has been pulled and packaged and is awaiting collection from a shipping provider
- Awaiting Pickup — order has been packaged and is awaiting customer pickup from a seller-specified location
- Partially Shipped — only some items in the order have been shipped, due to some products being pre-order only or other reasons
- Completed — order has been shipped/picked up, and receipt is confirmed; an Authorize only transaction has been captured; client has paid for their digital product, and their file(s) are available for download
- Shipped — order has been shipped, but receipt has not been confirmed; seller has used the Ship Items action. A listing of all orders with a "Shipped" status can be found under the More tab of the View Orders screen.
- Cancelled — seller has canceled an order, due to a stock inconsistency or other reasons. Stock levels will automatically update depending on your Inventory Settings. Cancelling an order will not refund the order.
- Declined — seller has marked the order as declined for lack of manual payment, or other reasons
- Refunded — seller has used the Refund action. A listing of all orders with a "Refunded" status can be found under the More tab of the View Orders screen.
- Disputed — customer has initiated a dispute resolution process for the PayPal transaction that paid for the order
- Verification Required — order on hold while some aspect (e.g. tax-exempt documentation) needs to be manually confirmed. Orders with this status must be updated manually. Capturing funds or other order actions will not automatically update the status of an order marked Verification Required.
- Partially Refunded — seller has partially refunded the order
Changing an Order Status
Some order statuses are applied when a particular control panel action is performed, while others need to be manually applied. For example, shipping items will change an order's status to Shipped, whereas a Cancelled or Declined order status has to be manually applied.
To manually change an order status, select it from the Order Status drop-down on Orders › View.
Changing an order's status to Shipped or Completed can affect product stock level, depending on your store's inventory settings.
Order Status Workflow
Below is an example of an order status workflow to provide insight into how statuses may be used in the fulfillment process. Every business is unique, and the best practices for one may not be ideal for another. Experiment with your workflow and see what best works for you.
1. You receive notification of a new order.
2. Checking your orders screen, you see you have a new order with a status of Awaiting Fulfillment, which indicates the order is paid and ready for you to pull.
3. You package the order and purchase the appropriate shipping label. You take the package to a shipping provider or schedule a pickup. In either case, you manually update the status to Awaiting Shipment, which indicates the order is ready to leave your point of origin.
4. Once in the hands of the shipping provider, you go to Orders › View and use the Ship Items action, which updates the order status to Shipped, indicating it has left its point of origin.
5. Optionally, you could confirm receipt by the customer — via the tracking number or other methods — then manually update the order status to Complete.
Status Change Notifications
You can select which order statuses trigger an email notification to your customers by editing your checkout settings. This is in addition to the Order Confirmation email (also known as the Invoice email), which is sent automatically. You can customize the email templates for both the Order Confirmation and Status update messages.
Order status notifications are universal and apply to all customers. For example, you can't specify that a particular customer group doesn't get a particular status notification. Note that custom order statuses will be reflected in email notifications sent from your store.
Renaming an Order Status Label
You can rename the text labels of the default order statuses that BigCommerce offers. For example, you can update the Awaiting Shipment status (which represents that an order has been pulled and packaged, and is awaiting collection from a shipping provider) to Package ready to be picked up by FedEx.
How will changing a label affect my analytics? Analytics will continue to utilize the original order statuses as it did before the name change. For example, renaming "Completed" to "Not completed" would still count as "Completed" for analytics.
1. To rename an order status, go to Orders › Order Statuses
2. Click Edit, and the fields will become editable text fields. You’re able to customize your Order Status labels up to 200 characters in length.
To return to the original status name, click the ellipses and select Restore to Default.
3. Once you are satisfied with your changes, click Save.
Changes will be updated throughout the control panel. For example, on the View Orders screen, you will see that the filters and statuses have been updated to your new values.
If your label is longer than 30 characters, it will be trimmed in the control panel but will show as full length to your customers.
What are incomplete orders?
An incomplete order happens when a shopper reached the payment page but did not complete the transaction. Incomplete orders can be the result of:
- a failed payment attempt (e.g. declined credit card)
- because the shopper left the payment page (e.g. went back to a previous page )
- alternatively, they never completed the transaction (e.g. did not return from a hosted payment gateway)
Incomplete orders are often mistaken as abandoned carts, but they are not the same. An abandoned cart is a cart that has items in it, but the visitor left without attempting payment. To learn how to recover these carts, see Using the Abandoned Cart Saver.
Incomplete orders have an order status of Pending and can be found under the More tab on the View Orders screen.