What do the order, payment and shipping statuses mean?
Every order in a TeleportHQ store has two separate badges. The order status says what you still owe the customer: Pending, Confirmed, Shipped, Delivered, Completed, Cancelled or Refunded. The payment status says what happened to the money: Unpaid, Pending, Awaiting Confirmation, Paid, Partially Refunded, Refunded or Failed. Each parcel you record also has its own status: Shipped, Delivered or Voided.
Where you see the statuses
In the TeleportHQ editor, open Growth → E-Commerce → Orders. In the orders table, the Status column shows the order status, with chips such as To ship, Digital or Renewal, and the Payment column shows the payment status and the payment provider. Click an order's row to see, at the top of its details on the right:
- Both badges: the order status, then the payment status.
- The progress track: the steps the order moves along, with its current step highlighted. Point at a step to read what it means.
- Fulfilment: the picker that moves the order to another status.
On your live site, the admin panel's Orders page shows Status and Payment Status.
Badge colors: green means done or on track, amber means waiting, red means stopped or money returned.
Order status
The progress track reads Pending › Confirmed › Shipped › Delivered › Completed. Cancelled and Refunded are off that path. Orders that only hold digital products (downloads, license keys, gift cards) skip Shipped. If your project also takes bookings, an order that pays for a booking reads Pending › Confirmed › Completed: Pending "The booking was reserved. The payment has not been confirmed yet.", Confirmed "The payment is in and the booking holds its place.", Completed "The booking took place."
| Status | What it means | How it gets set |
|---|---|---|
| Pending | The order was placed. Its payment hasn't been confirmed yet. | Automatic for online payments at checkout. You can also pick it. |
| Confirmed | The payment is in, or is collected on delivery. The order is ready to prepare and ship. | Automatic for cash-on-delivery orders, and when a pending order is marked paid. You can also pick it. |
| Paid | An older value some orders carry. TeleportHQ treats it like Confirmed. | Set by older stores, or in the admin panel. |
| Shipped | Every item has left in a parcel. | Automatic when the last item is shipped with Ship items. You can also pick it. |
| Delivered | Every parcel reached the customer. | Automatic when the last parcel is marked delivered. You can also pick it. |
| Completed | The order is closed. There is nothing more to do. | You pick it. |
| Cancelled | The order was stopped. Final. | With Cancel Order, or by the store itself for an online order that wasn't paid: when the payment fails or its payment page expires, and when it is still unpaid 60 minutes after the shopper was sent to pay. |
| Refunded | All the money went back to the customer. Final. | Only with a full refund. |
- In the TeleportHQ order details, the Fulfilment picker offers Pending, Confirmed, Shipped, Delivered and Completed, in any order. An order on another value, such as Paid, keeps it as the picker's first option.
- Cancelled and Refunded can't be picked by hand, so the money and the stock are always handled too: "Use the Cancel or Refund action so the money and the stock are handled too."
- Choosing Delivered also marks every parcel still on its way as delivered.
- On Completed, Cancelled and Refunded orders, the Fulfilment picker and Cancel Order are hidden. Cancelled and refunded orders can't be reopened anywhere: "A cancelled or refunded order cannot be reopened or marked as paid. Create a new order instead."
Payment status
| Status | What it means | What to do |
|---|---|---|
| Unpaid | No payment has been taken. | Wait, or contact the customer. |
| Pending | Waiting for the money. Cash-on-delivery orders stay here until they are paid. | For cash orders, use Mark as Paid once you have the money. When the last parcel of a cash order is marked delivered, TeleportHQ marks it paid by itself. |
| Awaiting Confirmation | The provider accepted the payment, but the money hasn't settled yet (for example a bank debit or a crypto payment). | Don't ship yet. The order can't be shipped until it's paid. |
| Paid | The money arrived. | Ship the order. |
| Partially Refunded | Part of the money went back. The order stays open. | You can refund the rest later. |
| Refunded | All the money went back. | Nothing. |
| Failed | The payment was declined or cancelled, or the shopper didn't pay within 60 minutes of being sent to pay. | Don't ship. If the customer paid another way, use Mark as Paid. |
Payment providers use their own words for some of these. TeleportHQ shows "succeeded", "completed" or "captured" as Paid, and "canceled", "voided" or "declined" as Failed.
An online order turns Paid when the payment provider tells your published store through its payment webhook. See How to set up the payment webhook.
An online order that is still unpaid 60 minutes after the shopper was sent to pay is cancelled by your TeleportHQ store: its payment status turns Failed, its order status Cancelled, and its items go back in stock. The store checks every 15 minutes, on an active trial or a paid plan only. See How to accept payments with Stripe or PayPal.
Refunded and Partially Refunded appear when you refund from the order in TeleportHQ, and also when you refund in the payment provider's own dashboard: the provider reports it through the payment webhook, and the order's History shows the refund. See How to refund an order.
Shipment status (each parcel)
Each parcel in an order's Shipments section has a small track of its own: Shipped › Delivered, with Voided off the path.
| Status | What it means |
|---|---|
| Shipped | You recorded the parcel with Ship items. There is no "waiting to ship" parcel status. |
| Delivered | You clicked Mark delivered on the parcel. |
| Voided | You clicked Void because the parcel was recorded by mistake. Its items count as not shipped again. |
Voiding a parcel doesn't change the order status. If the order was Shipped, change it back with the Fulfilment picker.
History entries
Every TeleportHQ order has a History section that lists what happened, oldest first, with the time and who did it: a person's email, Automatic, Store admin, Customer or Payment provider. Common entries:
- Order placed · $40.00 and Payment received · $40.00
- Payment awaiting confirmation and Payment failed
- Payment received after cancellation and Late payment accepted
- Paid twice: a second payment of $40.00 and Second payment of $40.00 refunded
- Payment of $30.00 is less than the order: the provider collected less than the order total, so the order wasn't marked paid
- Refunded · $40.00, Partially refunded · $10.00, Refunded by hand · $40.00, Refunded as store credit · $40.00, and Refund failed · $10.00 (the amount is refundable again)
- Order cancelled and Stock returned
- Status changed · Confirmed → Shipped
- Shipment created, Shipment details updated, Shipment delivered and Shipment voided
- An "email sent" line each time the customer is emailed, for example Order Shipped email sent
- For gift cards, subscriptions and digital products: Store credit added, Gift card released, Subscription started, Subscription renewed, Digital items delivered, License keys assigned and File downloaded
If the section says "This store was set up before the activity log existed, so it has no history table yet.", click Create the activity log. Past events won't appear, but new ones will.
Good to know
- Search uses the stored status words. In the orders search box, type
paid,pendingorpartially_refunded(with the underscore) to find orders by status. There is no separate status filter. - The Paid Orders count includes partially refunded orders.
- To Ship counts delivery orders that are paid (or paid on delivery), not cancelled or refunded, and not yet shipped.
- Mark as Paid isn't offered on cancelled, refunded or partially refunded orders.
- Return (withdrawal) requests have their own statuses (Pending, Approved, Rejected, Refunded) in the admin panel. They don't change the order. See How to handle return requests.