Order statuses

Statuses are the stages an order goes through. Complaia comes with a built-in set, which it uses to move orders forward automatically. You can add stages of your own next to it. The same screen also manages the separate status sets for claims and for returns.

Where to find it: Sales → Configuration → Order statuses. The claim and return sets open from Sales → Configuration → Claim statuses and Sales → Configuration → Return statuses.

When you'll use it

• Your process has a stage that the built-in set does not have, for example Awaiting payment or On hold.
• You want to change the colours of statuses so that the order list is easier to read.
• You want the statuses listed in the order your orders go through them.
• You retire a status you no longer use and decide where its orders go.
• You add your own stages to the handling of claims or returns.

Key concepts

Lifecycle type: what a status means

Every status has a Lifecycle type. The name is for people. The type is what Complaia understands.

Type	Meaning
New	The starting point. The New order form starts on the first status of this group
In progress	Any stage in between. You can have as many as you need
Completed	Finished successfully. The order is closed
Cancelled	Ended without being fulfilled. The order is closed, and its Information card shows a Cancelled box with the date and the note

What the type changes:

• Statuses are grouped and listed by type.
• An order on a Completed or Cancelled status is never moved automatically.
• Putting an order on a Completed or Cancelled status releases the stock reserved for it.
• Putting an order on a Cancelled status also cancels its shipments that have not left yet, and marks the ones on their way and its production orders. See Cancel an order.
• Cancel order on the order page offers only statuses of the Cancelled type. Without an active one, the button is greyed out.
• A claim or return on a Completed or Cancelled status counts as closed.

The built-in order statuses

A workspace comes with seven order statuses.

Status	Type	When Complaia sets it
New	New	Where imported orders start. Marked Default
In progress	In progress	The first piece was packed
Partially shipped	In progress	Some of the ordered pieces left the warehouse
Shipped	In progress	All ordered pieces left the warehouse
Partially delivered	In progress	Some of the order's shipments reached the customer
Delivered	Completed	All shipments reached the customer
Cancelled	Cancelled	Never set by the warehouse. You, a connected sales channel or an integration rule set it

They are system statuses, marked System. You can change their description and colours. You cannot rename them, change their type or delete them, because the automatic steps described in Fulfilment & shipments rely on them.

There is no "reserved" status. Whether an order's stock is reserved is shown in the Fulfilment column of the order list, not as a status.

One screen, three sets

The Status type: switch at the top has three positions: Orders, Complaints (the statuses of claims) and Returns. Each position is a separate set. A status you add while the switch is on Complaints exists for claims only. The same name can therefore be used once in each set.

Claims and returns have their own system statuses:

• Claims: New → Under review → Awaiting customer’s product → Accepted → In progress → Shipped → Completed. Rejected and Cancelled are the two ways of ending without a resolution. New is the default for new claims.
• Returns: Awaiting goods → Goods received → Accepted → In progress → Completed, with Rejected and Cancelled. Awaiting goods is the default for new returns.

You move these by hand on the claim or return. See Claims & returns.

The screen

Element	What it does
Status type:	Switches between the three sets, with the number of statuses in each
Lifecycle preview	Shows the statuses as a path from New to Completed. The Cancelled group is shown apart, as Alternative ending, because it is possible from any stage
The list	Statuses grouped by type. Each row shows the status as it looks on the order list, its description, and Default and System where they apply
Handle, Move up, Move down	Change the order of statuses within their group. The arrows appear on wide screens only
Pencil	Opens the status
Delete status (bin)	Shown on your own statuses only
New status	In the header, next to Refresh

Changes you make here reach open order forms and integration pages at once, also those of your colleagues.

📷 Screenshot to add: the Order statuses screen with the Lifecycle preview and the list, showing one status of your own among the system ones

Common tasks

Add a status of your own

1. Go to Sales → Configuration → Order statuses and check that Status type: is on the set you mean.
2. Click New status.
3. Type the Name (up to 64 characters) and, if you like, a description.
4. Choose the Lifecycle type. It starts on In progress.
5. Set the colours (Background, Border, Dot and Text) and check the result under Preview:.
6. Click Create. The new status is added at the end of its group.
7. Drag the new status by its handle to the right place within its group, or use Move up and Move down.

You can then choose the status on the order's edit form. The warehouse never puts an order on it automatically. A connected shop's status mapping or an integration rule can.

Change the colours or description of a status

1. Click the pencil on the status.
2. Change the description and the four colours. On your own statuses you can also change the Name and the Lifecycle type.
3. Click Save.

On a system status, the name and the type are greyed out. Renaming one of your own statuses changes its name on every order at once.

Change the order of statuses

1. Drag a status by its handle and drop it on another status of the same group, or use Move up and Move down. The new order is saved at once.

The order decides how statuses are listed here and in the status panel on orders. A status cannot be dragged to another group. To move it there, edit it and change its Lifecycle type.

Delete a status

1. Click the bin on one of your own statuses.
2. In the window, click Delete. Complaia now checks whether anything uses the status.
3. If nothing does, the status is deleted. This cannot be undone.
4. If orders, an integration's status mapping or integration rules use it, the window shows what uses it and asks for a Replacement status. Statuses of the same type are listed first. Choose one and click Reassign and delete.

When you reassign:

• the orders move to the replacement status, and each gets an entry in its status history. The note of that entry is written in your company's language;
• the past entries in the orders' status history move too;
• integration status mappings move to the replacement;
• integration rules that set this status switch to the replacement;
• integration rules that have this status in their condition are paused, so that they do not start running at a different moment. Check them on Integration rules;
• if the deleted status was the Default, the replacement becomes the default.

If integration rules use the status and you do not have the Integrations: Manage permission, the window lists the rules and does not let you delete the status. Ask someone who manages integrations.

Manage the claim and return sets

1. Go to Sales → Configuration → Claim statuses or Sales → Configuration → Return statuses. You can also switch Status type: to Complaints or Returns.
2. Add, edit, reorder and delete exactly as described above. What you add belongs to that set only.

When it doesn't work

What you see	Why	What to do
A status with this name already exists in this status group. Choose another name or edit the existing status.	The set already has a status with that name	Use another name. The same name in a different set is fine
Name is too long.	The name has more than 64 characters	Shorten it
The name and the type are greyed out	It is a system status	Add a status of your own with the wording you want, and use it next to the system one
There is no bin on a status	It is a system status, and these cannot be deleted	Nothing to do. You can still change its colours and description
Move not allowed when you drop a status	You dropped it on a different group	Edit the status and change its Lifecycle type
The delete window first says that no order uses the status, and then asks for a replacement	The window checks the usage only after you click Delete	Choose a Replacement status and click Reassign and delete
The delete window lists integration rules and has no delete button	Integration rules use the status, and you do not have Integrations: Manage	Ask someone who manages integrations to delete it
The Replacement status list shows the built-in statuses in Polish	The list does not translate the built-in names	Choose by meaning: for example, Nowe is New and Anulowane is Cancelled
An integration rule stopped running after you deleted a status	The rule had the deleted status in its condition, so it was paused	Open the rule on Integration rules, correct the condition and switch it on again
The warehouse never moves orders into a status you created	The automatic steps use the system statuses only	Set your status by hand on the order's edit form
An order you put on your own status by hand no longer moves forward	Setting a status by hand stops the automatic steps for that order, for good	Set the status by hand from now on. See Changing the status by hand
You cannot choose which status is the Default	The Default marker cannot be moved on this screen. It decides where imported orders start. The New order form starts on the first status of the New group	To start typed-in orders elsewhere, put the status you want first in the New group, or choose it on the form
The menu says Claim statuses, but the screen says Complaint statuses	The two labels name the same set	Nothing to do
The screen does not open and you land on the dashboard	Your role lacks Orders: Statuses	Ask an administrator to add it

Permissions

To do this	You need
See statuses on orders	Orders: View
Open this screen; add, edit, reorder and delete statuses in all three sets	Orders: Statuses
Delete a status that integration rules use	Orders: Statuses and Integrations: Manage

Related

• Fulfilment & shipments — how statuses move without anyone touching them
• Orders — where you change an order's status, and how to cancel an order
• Claims & returns — the cases the other two sets belong to
• Order sources · Payment methods
• Integration mappings — matching a shop's statuses to yours
• Integration rules — rules that react to or set a status
• Payments — the payment status, which is a separate thing