Order Statuses

Every storekit order moves through a series of statuses as it progresses from checkout to fulfilment. This page explains what each status means, what triggers it, and what action (if any) you need to take.

Status Lifecycle

A typical order follows this path: Pending → Accepted → Preparing → Ready for Pickup / Out for Delivery → Completed Not every order passes through every status. The exact flow depends on your fulfillment method (pickup, delivery, or dine-in) and whether you use a POS integration.

All Order Statuses

Pending


Definition	The order has been placed and payment captured, but the venue has not yet confirmed it.
Triggered by	Customer completing checkout.
Action required	Accept or reject the order from Live Orders, your POS, or let auto-accept handle it.

If you have auto-accept enabled, orders skip Pending and move straight to Accepted.

Accepted


Definition	The venue has confirmed the order and committed to fulfilling it.
Triggered by	A team member clicking Accept in the dashboard or POS, or auto-accept.
Action required	Begin preparing the order. If you use direct printing, the kitchen ticket prints at this point (unless set to auto-print on order placement).

Preparing


Definition	The kitchen is actively working on the order.
Triggered by	A team member marking the order as Preparing in the dashboard or POS.
Action required	Continue preparation. Mark as Ready for Pickup or Out for Delivery when finished.

Ready for Pickup


Definition	The order is prepared and waiting for the customer to collect it.
Triggered by	A team member marking the order as Ready for Pickup.
Action required	The customer is notified automatically. Hand over the order when they arrive, then mark it as Completed.

Out for Delivery


Definition	The order has been handed to a delivery driver and is on its way to the customer.
Triggered by	A team member or delivery integration marking the order as dispatched.
Action required	None — the customer can track delivery progress. The order moves to Delivered once drop-off is confirmed.

Delivered


Definition	The delivery driver has dropped off the order to the customer. This is the final successful state for delivery orders.
Triggered by	The delivery provider or a team member confirming drop-off.
Action required	None. The order is closed.

Completed


Definition	The order has been fulfilled and collected. This is the final successful state for pickup and dine-in orders.
Triggered by	A team member marking the order as Complete.
Action required	None. The order is closed.

Rejected


Definition	The venue declined the order. The customer is notified and receives an automatic refund.
Triggered by	A team member clicking Reject (with a reason) in the dashboard or POS.
Action required	None after rejection. Consider contacting the customer if the rejection was due to a temporary issue (e.g. item out of stock) so they can reorder.

Failed


Definition	The order failed to inject into your POS system.
Triggered by	A connectivity or integration error preventing the order from reaching your POS — for example, an internet outage, POS downtime, or a mapping error.
Action required	Check your POS connection and retry. You may need to enter the order manually into your POS. See POS Troubleshooting for detailed steps.

“Failed” does not mean the payment failed. Payments are captured independently by the payment processor (Adyen) at checkout, before the order is sent to your POS. A “Failed” status only means the order could not be delivered to your POS system.To verify the payment was received:

Open the order in your storekit dashboard and check the Payments section.
Alternatively, log in to your Adyen dashboard and search for the transaction by order reference.

If the payment is confirmed, the customer has been charged — you just need to fulfil the order manually or retry the POS injection once connectivity is restored.

Refunded


Definition	The order has been fully refunded to the customer.
Triggered by	A team member issuing a refund from the dashboard, or an automatic refund following a rejection.
Action required	None. The refund is processed back to the customer’s original payment method. Refund timelines depend on the customer’s bank (typically 5–10 business days).

Archived


Definition	The order has been moved to the archive. Archived orders are hidden from the default Live Orders view but remain accessible in All Orders.
Triggered by	A team member archiving the order, or automatic archiving after a configured period.
Action required	None. You can unarchive an order at any time from All Orders. See Archiving Orders for details.

Quick Reference

Status	Payment captured?	Needs action?	Visible in Live Orders?
Pending	Yes	Accept or reject	Yes
Accepted	Yes	Prepare the order	Yes
Preparing	Yes	Continue preparation	Yes
Ready for Pickup	Yes	Hand to customer	Yes
Out for Delivery	Yes	None	Yes
Delivered	Yes	None	No (configurable)
Completed	Yes	None	No (configurable)
Rejected	Refunded automatically	None	No
Failed	Yes	Retry POS or fulfil manually	Yes
Refunded	Refunded	None	No
Archived	Varies	None	No

Troubleshooting

My orders show 'Failed' after an internet outage

Don’t panic — your payments are safe. “Failed” means the order could not be sent to your POS due to the connectivity loss. Payments are captured by Adyen at checkout, independently of the POS injection.What to do:

Restore your internet connection.
Go to Live Orders in your dashboard — failed orders are still visible.
Check each failed order’s Payments section to confirm payment was received.
Once your POS is back online, retry the injection or enter the orders manually.
If the problem persists after connectivity is restored, see POS Troubleshooting.

A customer says they were charged but I don't see the order

The order may have been placed successfully but failed to reach your POS. Check All Orders in the dashboard (not just Live Orders) and search by the customer’s name or email. If the order appears with a Failed status, the payment was captured — follow the steps above to fulfil it manually.If you cannot find the order at all, check your Adyen dashboard for the transaction. Contact storekit support if you need help reconciling.

Can I change an order's status manually?

Yes. Open the order in your dashboard and use the status buttons to move it forward (e.g. Accept → Preparing → Ready). You cannot move an order backwards to a previous status.

What happens when I reject an order?

The customer is notified immediately and receives an automatic refund to their original payment method. You’ll be asked to provide a reason for the rejection, which is included in the customer notification.

How long do refunds take to appear?

Refunds are processed immediately on the storekit side. However, the funds may take 5–10 business days to appear in the customer’s account depending on their bank or card provider.

What is the difference between Completed and Archived?

Completed means the order was fulfilled successfully. Archived means the order has been moved out of the default view to keep your order list tidy. An archived order can be in any final state (completed, rejected, refunded). You can view and unarchive orders from All Orders at any time.

Managing Live Orders — accepting, rejecting, and progressing orders
Archiving Orders — managing your order history
POS Troubleshooting — diagnosing failed POS injections
Checking Payments — verifying payment status
Refunds & Payouts — how refunds are processed

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Order Statuses

Status Lifecycle

All Order Statuses

Pending

Accepted

Preparing

Ready for Pickup

Out for Delivery

Delivered

Completed

Rejected

Failed

Refunded

Archived

Quick Reference

Troubleshooting

​Status Lifecycle

​All Order Statuses

​Pending

​Accepted

​Preparing

​Ready for Pickup

​Out for Delivery

​Delivered

​Completed

​Rejected

​Failed

​Refunded

​Archived

​Quick Reference

​Troubleshooting

​Related Pages

Status Lifecycle

All Order Statuses

Pending

Accepted

Preparing

Ready for Pickup

Out for Delivery

Delivered

Completed

Rejected

Failed

Refunded

Archived

Quick Reference

Troubleshooting

Related Pages