Table of contents

Understand and change order statuses

This procedure distinguishes order status from delivery status and explains how to change an order status manually when the process requires it.

Order status column in the English order list
English order list and Order status column, with no customer data visible.

Prerequisites #

  • You have identified the exact order and its real operational state.
  • You have permission to change its status.
  • You have confirmed that no automatic, WMS, or carrier process is still running.
  • You understand the expected effect on the internal process and, when applicable, the sales channel.

Important. Do not change a status to bypass an address, carrier, or label error. Correct the cause first; synchronization to the sales channel depends on the connector.

Change the order status #

  1. Open the order. Use Orders to process or Search and confirm the OrderKey.
  2. Review the current statuses. Order shows Order status and External order status; Delivery shows Delivery status.
  3. Select Change order status. A dialog displays the available order statuses.
  4. Choose the new state. Select Ordered, Processing, Shipped, Delivered, Pending, OnHold, or Canceled according to the real situation.
  5. Validate the selection. Select Validate new status.
  6. Save the order. Then select Save on the order page; this step is required to apply the change.
  7. Verify the result. Review Order and Delivery again, then check the relevant list or dashboard.

Order status meanings #

  • Ordered — the order is recorded and processing has not started.
  • Processing — the order is being processed.
  • Shipped — the order has shipped or been handed to the carrier.
  • Delivered — delivery is recorded as completed.
  • Pending — the order is waiting for information or a decision.
  • OnHold — processing has been deliberately paused.
  • Canceled — the order has been cancelled.

Delivery status #

  • Delivery status describes logistics progress and can differ from the overall order status.
  • Review tracking, documents, and the carrier response before correcting it manually.

Expected result. After validation and Save, the new order status appears on the order page and relevant lists without contradicting the real delivery state.

Troubleshooting #

The status returns to its previous value. Confirm that you selected Validate new status and Save, and that no automatic process overwrote it.

Order status and Delivery status differ. Review tracking, documents, WMS, and the carrier before deciding which state should be corrected.

The sales channel shows another status. Review tracking feedback and connector rules; an internal status change is not always sent to the channel.

The required status is not available. Do not use an approximate status; report the case to support with an anonymized reference and processing time.

Related articles #