Every order sits in one of four statuses. Two of them are final, which matters because a final order cannot be moved back.
Pending#
The shopper completed checkout and the order reached you, but you have not accepted it yet. This is where a new order lands. Review it, then confirm it.
Confirmed#
You have accepted the order and committed to filling it. Use this once you know you can actually supply what was bought. The shopper is told the order is being prepared.
Fulfilled#
You have handed the order over for delivery or the shopper has collected it. This is a final status: a fulfilled order cannot be changed.
Cancelled#
The order will not be filled, whether because you cancelled it or because it could not proceed. This is also final. Cancelling does not itself refund the shopper; if they paid, handle the refund through your payment provider and follow your own refund policy.
The order of things#
- Pending, on arrival.
- Confirmed, once you accept it.
- Fulfilled, once it is delivered or collected.
You can cancel from pending or confirmed. You cannot cancel a fulfilled order, and you cannot revive a cancelled one. If you cancelled by mistake, create a new order rather than trying to reopen the old one, so the record of what happened stays accurate.