Understanding order statuses

Once you place an order in the portal, it goes through multiple status updates. Use the table below to understand what each status means and track your order’s journey.

Status	Substatus	Definition	What should you do?
Pending		Order created and checks are being applied (e.g. in stock, contact validation)
On Hold		You 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	You 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 its 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		You canceled the order.
Pickup		You requested to pick up products from Flextock’s warehouse.	Send a vehicle to pick up the items