What each order status means

The order

Pending — the customer has asked, and you haven't agreed yet. Nothing is being prepared.

Confirmed — you're both agreed and the work is on. This is where an order spends most of its life, and where you move each item along.

Completed — everything on the order reached the customer. Qcom sets this for you when the last open item is done.

Cancelled — the order is off. Nothing further happens on it.

Each item on the order

Every item tracks its own stage, because a product on a van and a membership being switched on are not the same job.

Pending — on the list, not started.

Preparing — you're working on it.

Ready — done your end and waiting to go.

Dispatched — on its way. Only things you physically deliver pass through here; everything else goes straight from Ready to Completed.

Completed — it reached the customer.

Failed — something went wrong. The item rests here until you retry it or cancel it. It does not complete the order.

Cancelled — you're not supplying this one. It stops holding the order open.

How the two fit together

The order's status is about agreement. The item stages are about delivery. That's why a confirmed order can have nothing prepared yet, and why an order isn't completed just because it's paid.

Once every item is completed or cancelled — and at least one was actually supplied — the order completes on its own.

Why a status won't move

At the counter, delivery items show Out for delivery and Delivered; pickup shows Picked up and other completed work shows Provided. Report a problem requires a reason and may trigger a customer update. It does not cancel the order or refund payment.

Items are still open. A confirmed order waits on purpose until its items are finished. Open it and see which ones are still going.

An item failed and nobody has decided. Retry it or cancel it, and the order can settle.

You don't have permission. Confirming, cancelling and recording payment are separate permissions. Ask a workspace owner or admin.

Related

• About orders
• Get an order to the customer
• When an order completes
• Record a payment on an order