Order statuses - What to use when

Please see below detailed order status characteristics for both types of orders:

• Online orders: Placed online by your customers in the Webshop
• Manual orders: Placed manually by admin users / managers in Admin

Online Order Statuses

In cart

Order status “In cart” indicates that the items are placed in the webshop Cart by your customer.

✅ Can Expire based on site rules

• The default cart expiration time is set to 20 minutes
• This can be adjusted for your site during the onboarding process

✅ Reserved

• The items are always reserved during the order placement process

Reopened

An order made in Admin can be put back into the cart for the end customer to pay after log-in. Use the Reopened status to achieve this

✅ Reserved

• This order never expires

Request

A shop can be configured to not ask for payments online, but simply allow for customer to make online requests for bookings. The managers can review such requests in Admin and decide to accept or not the order.

• Such requests are not reserved

Manual Order Statuses

Draft

The "Draft" order status indicates that the order has not been placed, and item reservation will expire after a certain time period if a different status is not selected in time. This status is only available in Admin.

✅ Can Expire based on site rules

• The default draft expiration time is set to 40 minutes
• This can be adjusted for your site during the onboarding process

✅ Reserved based on site rules

• This is an optional merchant level setting. By default, items will be reserved

Offer

Indicates that the order has not been placed yet but it can be sent to a potential customer for approval.

✅ Reserved

• This order never expires

Online & Manual Order Statuses

Booked

This is the main order status, automatically set during both online or manual order placement. It indicates that the order is in progress.

✅ Contracted with customer

✅ Reserved items

✅ Revenue counted in reporting

Once the order is completed, it is advised to change its status to Closed.

Closed

Status indicates that there are no more contractual obligations pending related to this order.

✅ Contracted with customer

✅ Revenue counted in reporting

The items in this orders are no longer reserved.

Cancelled

Orders initially placed, never paid (either online or offline) and now cancelled. Example: Customer changed his or her mind quickly and order was included in business reporting.

Note: if a payment was already made, use order Action > Cancel Deliveries. This will allow you to perform the correct corresponding refund and reporting corrections.

✅ Initial contract made with customer, ultimately cancelled

Test

The "Test" status should only be used for testing purposes, either in onboarding or after your site is live. Order items are never reserved and they are not reflected in any reporting.

Dropped (system status)

System generated status used when an order is automatically dropped, such as from an abandoned cart or an expired draft order created manually.