| Status | Substatus | Definition | So what should I do? |
|---|---|---|---|
| Pending | Order created and checks are being applied (e.g. in stock, contact validation) | ||
| On Hold | Merchant manually changed the order to On Hold | ||
| On Hold | Duplicate | Two or more orders have been created for the same customer within 24 hours. | Contact your customer to confirm if they want the second order too |
| On Hold | Pending Confirmation | Awaiting confirmation call from Flextock’s order confirmation team. Changes to Ready after customer confirms the order. | |
| On Hold | Default Hold | Merchant requested to hold new orders by default. | Contact your customer to confirm the order |
| On Hold | No Reply | No response from customer after Flextock’s confirmation team attempted to contact the customer. | Confirm or cancel the order manually through the portal |
| On Hold | By Ecommerce | ||
| Ready | Order has been assigned to a courier and warehouse operations are ready to pack the order. | ||
| Processing | Warehouse operations team has started to pack the order. | ||
| Fulfilled | Warehouse operations team has finished packing the order and are waiting for courier pickup. | ||
| In Transit | Pending out for delivery | Courier has arrived at Flextock’s warehouse and orders are being shipped. | |
| In Transit | Out for Delivery | Orders are out for delivery to your customer. The exact delivery processes differ by courier. | |
| In Transit | Failed Attempt | Courier was unable to reach the customer during delivery. The courier will attempt to redeliver the order the next working day. | |
| In Transit | Lost | Order was lost during delivery. | Flextock will investigate the issue and provide compensation with your upcoming invoice. |
| In Transit | Damaged | Order was damaged during delivery. | Flextock will investigate the issue and provide compensation with your upcoming invoice. |
| Returning | Order is on it’s way back to Flextock’s warehouse. | ||
| Returned-to-Origin | Order has arrived back at Flextock’s warehouse. | ||
| Courier Delivered | Return order has arrived back at Flextock’s warehouse. | ||
| Delivered | Order has been delivered successfully to your customer. | ||
| Exchanged | Exchange has been completed successfully with your customer, and the exchanged item has arrived at Flextock’s warehouse. | ||
| Exchange Failed | Courier was unable to reach the customer during delivery. The courier will attempt to re-exchange the order the next working day. | ||
| Lost | Order has been confirmed as lost. | Flextock will investigate the issue and provide compensation with your upcoming invoice. | |
| Canceled | Merchant has canceled the order. | ||
| Pickup | Merchant requested to pick up products from Flextock’s warehouse. | Send a vehicle to pick up the items |
Orders
Understanding order statuses
Track every stage of your order through the portal.
Once an order is placed in the portal, it goes through multiple status updates. Use the table below to understand what each status means, what actions to take if applicable, and track the order’s journey.