Understanding order, payment, and fulfillment statuses

Use this article as a reference when buttons are unavailable, an order behaves unexpectedly, or you need to understand why a specific action can or cannot be performed.

• How statuses work together (at a glance)
• Order statuses
• Payment statuses
• Fulfillment types and their impact
• POS integration considerations
• Why a button may be unavailable

How statuses work together (at a glance)

Whether you can process, complete, cancel, or refund an order depends on a combination of:

• Order status (where the order is in its lifecycle)

• Payment status (whether and how the order has been paid)

• Fulfillment type (pickup, local delivery, or mail)

• POS integration (if your store is connected to a POS such as Cova or Greenline)

Because multiple systems may be involved, some actions happen automatically and others may only be available in your POS.

Order statuses

Order statuses describe where the order is in its overall lifecycle.

Pending / On Hold

The order has been created but cannot be processed yet. This may be due to:

• Credit/debit card payment failed

• eTransfer order where payment has not yet been confirmed (learn more about processing eTransfer orders)

What you can do

• View order details

• Cancel the order (availability depends on payment method and POS)

What you cannot do

• Pick or pack items

• Mark items as ready

• Print receipts

Processing

The order is ready to be prepared. This status occurs when:

• Credit/debit card payment was successful

• The order is a pay-in-store or cash-on-delivery order

• eTransfer payment has been confirmed

What you can do

• Pick and pack items

• Mark items as ready

• Print receipts

What you cannot do

• Complete the order until pickup or delivery occurs

Completed

The order has been fully paid for and picked up or delivered. This occurs when:

• Staff taps Pickup Complete

• A driver or postal service confirms delivery

• The order is tendered in the POS

What you can do

• View the order in Order History

What you cannot do

• Process or fulfill the order again

• Cancel the order through Breadstack

Refunded

This means the order has been fully refunded.

Payment statuses

Payment status reflects whether payment has been received and how it was handled.

Unpaid

Common labels

• Unpaid (In-store)

• Unpaid (EMT)

What this means

• Payment has not yet been received.

What this affects

• Some actions may be unavailable until payment is confirmed.

Paid

Common labels

• Paid (CC)

• Paid (EMT)

What this means

• Payment has been successfully received.

What this affects

• Receipt printing becomes available

• Orders can typically move to Processing

Fulfillment types and their impact

Pickup orders

• Orders are completed when staff confirms pickup or when the POS tenders the order.

• Some POS systems automatically complete pickup orders once tendered.

Local delivery orders

• Marking items ready creates a delivery task for your delivery service.

• Orders are completed automatically when delivery is confirmed by the driver or delivery platform.

Mail orders

• Marking items ready enables waybill creation.

• Orders are completed automatically once the postal service confirms delivery.

• Canceling a waybill returns the order to a pre-shipment state.

POS integration considerations

If your store is connected to a POS system:

• Some actions (such as payment confirmation or order completion) may occur in the POS instead of the OMS app.

• Canceling an order may or may not trigger an automatic refund, depending on payment method. Learn more about cancellations and refunds.

• Non-credit card refunds are typically handled directly in the POS.

Why a button may be unavailable

If you cannot tap a button in the OMS app, it is usually because:

• The order is not yet in Processing status

• Payment has not been confirmed

• The order has already been completed

• The action must be performed in the POS instead of Breadstack