Orders
The order flow
Statuses, what happens automatically, and what you do yourself from payment to delivery.
Statuses
| Status | Meaning |
|---|---|
| Pending | The checkout was started but not paid. Shown under Abandoned with the option to send a reminder |
| Paid | Payment confirmed, stock deducted, confirmation email sent |
| Shipped | Fulfilment done: booked with the carrier, label created, money captured with capture at fulfilment |
| Delivered | Tracking reports delivery |
| Refunded, partially refunded | After a refund |
| Cancelled | Reservation released before capture |
Order numbers are sequential without gaps per storefront, with the storefront's prefix.
What happens automatically
- Payment is confirmed via Kustom's push and when the customer lands on the thank-you page, whichever comes first.
- Stock is deducted at payment, restored on refund and cancellation.
- Confirmation, shipped, delivered, refund and cancellation emails are sent.
- Tracking is fetched every fifteen minutes.
- Loyalty points are awarded at payment when the module is active.
What you do
- Fulfilment in the order's dialog: choose lines, the carrier is booked, the label is printed. See Fulfilment.
- Refund or cancel when needed. See Capture, refunds and cancellation.
- Notes and customer log on the customer card.
- Export to CSV from the order list, with country and VAT columns.
Orders that need attention
A paid order that could not deduct stock (sold out between validation and payment) or that Kustom put under fraud review is marked Needs attention with a reason, and a notification is sent. The order is never rolled back; you resolve it manually.