> ## Documentation Index
> Fetch the complete documentation index at: https://storekit.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Order Statuses

> Reference for every storekit order status from pending and accepted through to ready, completed, and refunded. Understand what each status means for your team.

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.    |

<Note>
  If you have **auto-accept** enabled, orders skip Pending and move straight to Accepted.
</Note>

### 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](/guides/integrations/pos/advanced/troubleshooting) for detailed steps. |

<Warning>
  **"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:

  1. Open the order in your storekit dashboard and check the **Payments** section.
  2. Alternatively, log in to your [Adyen dashboard](https://ca-live.adyen.com) 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.
</Warning>

### 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](/guides/orders/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

<AccordionGroup>
  <Accordion title="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:**

    1. Restore your internet connection.
    2. Go to **Live Orders** in your dashboard — failed orders are still visible.
    3. Check each failed order's **Payments** section to confirm payment was received.
    4. Once your POS is back online, retry the injection or enter the orders manually.
    5. If the problem persists after connectivity is restored, see [POS Troubleshooting](/guides/integrations/pos/advanced/troubleshooting).
  </Accordion>

  <Accordion title="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](https://ca-live.adyen.com) for the transaction. Contact [storekit support](/getting-started/contact-support) if you need help reconciling.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Related Pages

* [Managing Live Orders](/guides/orders/managing-live-orders) — accepting, rejecting, and progressing orders
* [Archiving Orders](/guides/orders/archiving-orders) — managing your order history
* [POS Troubleshooting](/guides/integrations/pos/advanced/troubleshooting) — diagnosing failed POS injections
* [Checking Payments](/guides/pay-at-table/checking-payments) — verifying payment status
* [Refunds & Payouts](/guides/payments/refunds-payouts) — how refunds are processed