Order statuses explained

What Open, Completed, Paid, Part-paid, Awaiting EFT, Unfulfilled and the rest mean on your orders, what your customer sees, and which emails go out at each step.

Every order carries three badges at the top of its page: where the order stands overall, where the money stands, and where the fulfilment stands. You don't set them by hand. They update as you take payment, send things out, refund or cancel.

The overall status

Open: something is still to be done, either payment or fulfilment.
Completed: fully paid and every item marked done. A fully refunded order also counts as completed.
Cancelled: you cancelled it. Only orders with nothing paid can be cancelled.

Payment

Unpaid: nothing received yet.
Part-paid: some money is in, and the order shows a Balance due.
Paid: the full total is in.
Part-refunded: you've refunded some of the money.
Refunded: you've refunded all of it.

Stock is taken off, and bookings and seats are confirmed, only when an order is fully paid.

If the customer chose to pay by bank transfer, the order also shows Awaiting EFT until you mark it paid. After 48 hours unpaid it changes to EFT overdue. Nothing is cancelled automatically. See Take payments by bank transfer (EFT).

Fulfilment

Unfulfilled: nothing has been sent, delivered or completed yet.
Partly done: some items are done and some aren't.
Fulfilled: every item is done.

Each item on the order is marked done in its own way:

Products: Mark shipped, with an optional tracking number and courier. Booking a courier in Shipping, or sending your own delivery Out for delivery, marks them done for you. See Use the Shipping hub.
Digital items: Deliver, with files or licence keys.
Services: Mark completed.
Tickets: Issue the tickets.
Tours: Mark travelled.

Made a mistake? Click Undo next to a done item.

Where orders come from

A small badge shows the channel. WhatsApp marks orders placed through your WhatsApp channel, and Manual marks orders you created yourself in the console. Orders from your online store have no badge.

Your work queues

At the top of Orders there are two tiles:

to fulfil: open orders with items still to go out.
to collect: orders with money still owed, and the total outstanding.

Click a tile to filter the list to it. You can also filter by status (Open, Completed, Cancelled) and by payment.

If you take bank transfers, a Waiting for EFT panel also shows above the list (when no filters are on), with every EFT order still unpaid and the total owed.

What your customer sees

Customers who were signed in to your shop when they ordered can see their orders under Your orders in their account. They see one simple status:

Awaiting payment: unpaid.
Awaiting EFT: unpaid, and they chose to pay by bank transfer. Their order page shows your bank details and their reference.
Partly paid
Processing: paid, and nothing sent yet.
Partly sent: paid, with some items done.
Completed: paid, with everything done.
Partly refunded or Refunded
Cancelled

Which emails your customer gets

These go from your store's name, to the email address on the order. An order with no email address gets none of them.

Order confirmation: when an order from your storefront is fully paid online. Orders you create in the console don't send one.
How to pay by EFT: when a customer places an order and chooses bank transfer. It has your bank details and their reference.
EFT reminder: one automatic reminder with your bank details, about halfway to the pay-by date, if an EFT order is still unpaid.
Payment received: when you record a payment that fully pays an order the customer placed on your storefront or WhatsApp, for example with Mark EFT received.
Courier booked: when you book a courier collection in Shipping, with the tracking number.
On its way today: when you click Out for delivery on an order you're delivering yourself.
Ready for collection: when a locker parcel is ready to fetch.
Delivered: when the courier reports the parcel delivered, or when you click Delivered on an order you delivered yourself.
Ready to collect: when you click Ready to collect — tell them on an order the customer is collecting from you.
Tickets: when you issue tickets.
Payment reminder: when you click Remind to pay on an unpaid order. On an EFT order, it includes your bank details.
Refund: when you refund all or part of an order.
Cancelled: when you cancel an order.

Nothing is emailed when you record a payment on an order you created yourself with the Manual channel, or when you click Mark shipped by hand. If you mark items shipped yourself, let the customer know how it's coming.

Unpaid orders from your storefront

A storefront order is created as soon as the customer places it, before they pay. If they leave without paying, it stays in your list as Open and Unpaid. It doesn't hold any stock. The same goes for an order the customer is paying by EFT, until you mark it paid.

You can:

Click Remind to pay to email them. You can send up to three reminders, at least 24 hours apart.
Click Take payment if they pay you another way, like EFT.
Click Cancel if the order isn't going ahead. There's no confirmation step, and the customer is emailed that the order is cancelled.

If something goes wrong

There's no Cancel button. Cancel only appears while nothing has been paid. For a paid order, refund it instead. A fully refunded order counts as Completed.

There's no Refund button on a part-paid order. ShopEazy can only refund orders that are fully paid. For a deposit on a part-paid order, pay it back through your payment provider or bank yourself, and add a note to the order's Timeline so there's a record.

Remind to pay is greyed out. The order has no email address, you've already sent three reminders, or you sent one in the last 24 hours.

The order says Paid but the customer didn't get a confirmation. Confirmation emails go out for storefront orders paid online, and a payment received email goes out when you record the payment on a storefront or WhatsApp order. Orders you created with the Manual channel don't get one. Check that the order has an email address under Customer.