DocumentationCommerceStores and Purchase Experience

Order status

Last update: Mon Jul 17 2023 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • Beginner
  • Intermediate
  • Admin
  • User

All orders have an order status that is associated with a stage in the order processing workflow. The status of each order is shown in the Status column of the Orders grid. Your store has a set of predefined order status and order state settings. The order state describes the position of an order in the workflow.

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Order Status
TIP
A partially refunded order remains in Processing status until all ordered items (including refunded items) are shipped. The order status does not change to Complete when even one order item is not yet shipped.

Order status workflow

Order status workflow

Predefined status

Order Status
Status Code
Processing
processing
When the state of new orders is set to ‘Processing’, the Automatically Invoice All Items option becomes available in the configuration. Invoices are not created automatically for orders placed by using Gift Card, Store Credit, Reward Points, or other offline payment methods.
Suspected Fraud
fraud
Sometimes orders paid via PayPal or another payment gateway are marked as Suspected Fraud. This status means that the order does not have invoice issued and the confirmation email is also not sent.
Pending Payment
pending_payment
This status is used if the order is created and PayPal or similar payment method is used. It means that the customer was directed to the payment gateway website, but no return information has been received yet. This status changes when customer pays.
Payment Review
payment_review
This status appears when PayPal payment review is turned on.
Pending
pending
This status indicates that no invoice and shipments have been submitted.
On Hold
holded
This status can only be assigned manually. You can put any order on hold.
Open
STATE_OPEN
This status means that an order or credit memo is still open and may need further action.
Complete
complete
This status means that the order is created, paid, and shipped to customer.
Closed
closed
This status indicates that an order was assigned a credit memo and the customer has received a refund.
Canceled
canceled
This status is assigned manually in the Admin or, for some payment gateways, when the customer does not pay within the specified time.
PayPal Canceled Reversal
paypay_canceled_reversal
This status means that PayPal canceled the reversal.
Pending PayPal
pending_paypal
This status means that the order was received by PayPal, but payment has not yet been processed.
PayPal Reversed
paypal_reversed
This status means that PayPal reversed the transaction.

Custom order status

In addition to the preset order status settings, you can create your own custom order status settings, assign them to order states, and set a default order status for order states. The order state indicates the position of the order within the order processing workflow and the order status defines the state of the order. For example, you might need a custom order status such as packaging", backordered, or a status that is specific to your needs. You can create a descriptive name for the custom status and assign it to the associated order state in the workflow.

NOTE
Only default custom order status values are used in the order workflow. Custom status values that are not set as default can be used only in the comments section of the order.
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Order Status settings

Create a custom order status

  1. On the Admin sidebar, go to Stores > Settings > Order Status.

  2. In the upper-right corner, click Create New Status.

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    Create New Order Status

  3. Update the Order Status Information section:

    • Enter a Status Code for internal reference. The first character must be a letter (a-z), and the rest can be any combination of letters and numbers (0-9). Use the underscore character instead of a space.

    • For Status Label, enter a label that identifies the status setting in both the Admin and storefront.

  4. In the Store View Specific Labels section, enter any labels that are needed for different store views.

  5. Click Save Status.

Assign an order status to a state

  1. On the Order Status page, click Assign Status to State.

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    Assign Status

  2. Update the Assignment Information section, do the following:

    • Choose the Order Status that you want to assign. They are listed by status label.

    • Set Order State to the place in the workflow where the order status belongs.

      note note
      NOTE
      Order State list includes the default assigned order statuses. For example, the Pending default order status is displayed instead of the New order state value.

    • To make this status the default for the order state, select the Use Order Status as Default checkbox.

      note note
      NOTE
      Only the default order statuses are used in the order workflow. Non-default statuses can only be set in the Order Comments section in the Admin.

    • To make this status visible from the storefront, select the Visible On Storefront checkbox.

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    Assign Status to State

  3. Click Save Status Assignment.

Edit an existing order status

  1. In the Order Status grid, open the status record in edit mode.

  2. Update the status settings as needed.

  3. Click Save Status.

Remove an order status from an assigned state

NOTE
A status setting cannot be unassigned from a state if the status is in use.

  1. In the Order Status grid, find the order status record to be unassigned.

  2. In the Action column on the far right of the row, click the Unassign link.

    A message appears at the top of the workspace that the order status has been unassigned. Although the order status label still appears in the list, it is no longer assigned to a state. Order status settings cannot be deleted.

NOTE
If the default order status is unassigned from the order state, another order status is set automatically as a default for this order state.

Notification

Customers can track the status of their orders by RSS feed if the Order RSS feed is enabled in the configuration. When enabled, a link to the RSS feed appears on each order.

Enable order status notification

  1. On the Admin sidebar, go to Stores > Settings > Configuration.

  2. In the left panel, expand Catalog and choose RSS Feeds underneath.

  3. Expand Expansion selector the Order section.

  4. Set Customer Order Status Notification to Enable.

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    Customer Order Status Notification

  5. When complete, click Save Config.

Configure new order email notifications

  1. On the Admin sidebar, go to Stores > Settings > Configuration.

  2. In the left panel, expand Sales and choose Sales Emails underneath.

  3. Expand Expansion selector the Order section.

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    Configuration - Order options

  4. Set New Order Confirmation Email Sender to one of the following:

    • General Contact
    • Sales Representative
    • Customer Support
    • Custom Email 1
    • Custom Email 2

  5. Choose the templates that you want to use for each customer type:

    • New Order Confirmation Template - Choose a template to use for customers with a registered store account.
    • New Order Confirmation Template for Guest - Choose a template to use for guest customers without a registered store account.

  6. To notify another person (such as a business manager) about the new order, enter the email address to Send Order Email Copy To.

    You can add multiple email addresses if more than one recipient is required.

  7. Set the Send Order Email Copy Method to one of the following:

    • Bcc - Only one email about the new order is sent to both customer and the additional recipient, but the customer does not see that the email they received was also sent to the additional recipient.
    • Separate Email - Two separate emails are sent—one to the recipient and one to the customer.

  8. When complete, click Save Config.

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