Order States Explained

Modified on Fri, 31 Oct at 12:34 PM

Track your order’s progress in real time. This guide explains every status your order can move through, what each one means, and what typically happens next in the fulfilment and delivery process.

About SLAs: Your Service Level Agreement (SLA) is linked to the delivery service you choose and your configured order cut-off time. Orders created after cut-off roll to the next SLA window.

Order States Overview

Your order typically moves through these states in chronological order. The Applies to column indicates whether a state is seen by all clients or only fulfilment clients.

Status name	Applies to	What this means	What happens next
Pending	All	We received the order.	Last-mile only: mark Ready for collection to initiate pickup. Fulfilment: order moves to warehouse flow inside your SLA.
Error	All	Order details require correction before processing.	Edit and fix the fields shown, then save.
Out of stock	Fulfilment	Requested items are not available in the warehouse.	Re-inbound stock; we’ll continue once inventory arrives.
WMS on hold	Fulfilment	Order paused in the warehouse (e.g., data, inventory, or compliance check).	We’ll notify your team with next steps.
Picking started	Fulfilment	Warehouse team is picking/packing items.	Packaging completes soon (typically within 1–2 hours).
Ready for collection	All	Parcel(s) packed and ready for pickup.	Pickup is scheduled within SLA windows.
Out for collection	All	Driver is heading to collect the parcel(s).	Collection will complete within the SLA window.
Collection failed	All	Driver could not collect (closed location, access, etc.).	We retry automatically during the next planned collection (up to 2 times).
Collected	All	Parcel(s) collected by the driver.	Transferred to our depot for sortation and dispatch.
At depot	All	Parcel is at the warehouse/depot awaiting final dispatch.	Prepared and assigned to a delivery route/carrier.
In transit	All	Moving between facilities or hubs.	On arrival, the parcel is staged for local dispatch.
On hold	All	Temporarily paused (e.g., address, contact, or compliance issue).	Support reaches out for an update (holds may auto-return after up to 72h).
Out for delivery	All	Driver is on the way to the recipient.	Delivered within your SLA window.
Delivery failed	All	Attempt was unsuccessful (no answer, bad address, etc.).	Warehouse checks the order; reattempt next day if possible or contact recipient.
Delivery complete	All	Parcel delivered successfully.	Order closed; Proof of Delivery (POD) recorded.
Returned to origin	All	Returned after multiple failed attempts or on request.	Order closed; return POD recorded.
Cancelled	All	Order was cancelled before completion.	No further actions.

Fulfilment-Specific Notes

Out of stock: We pause the order until stock is re-inbounded to the warehouse.
WMS on hold: Our team will contact you if we need more information to proceed.
Picking started: Once packing is complete, the order moves toward Ready for collection.

Automatic Retries

Failed collections and deliveries are automatically rescheduled within the next SLA window. After multiple failed delivery attempts or if the recipient is unreachable, the parcel may be Returned to origin.

Need help? If a shipment is On hold or Delivery failed, share the order reference and the latest status timestamp with Support — it speeds up investigation.