---
title: "Monitoring order status"
slug: "monitoring-statuses"
tags: ["user guide", "on hold orders", "customer", "promotions", "sales", "exchange", "order", "payment", "refund", "order management", "omnichannel manager ", "discounts"]
updated: 2025-09-10T08:12:38Z
published: 2025-09-10T08:12:38Z
canonical: "docs.newstore.com/monitoring-statuses"
---

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

# Monitoring order status

When an order is placed in your business, the sales order is displayed in NewStore Omnichannel Manager. Use the `Sales` tab to monitor orders and ensure that an order is taken through to completion.

Click the `Sales` tab to display the list of orders. The order status and other information such as the order ID, how and when the order was placed, the associate and the customer who placed the order, the `demand location`, the fulfillment type and location, the shipping carrier, payment totals, and discounts are displayed in different columns.

To manage the columns you want to display in this table, click ![](https://cdn.document360.io/c2d22fcd-a44b-4e1e-bf3a-84f0ffba0dbe/Images/Documentation/376a67ce-d942-4190-a0b4-e4db34e38466.png). Add or remove columns, to include the details that you need, in the table.

## Order status

The order status indicates how far along the order is in the fulfillment process, starting from order creation till the order is completed. The `Status` column on the `Sales` > `Orders` page shows the most advanced state of the order, taking the status of each order item into consideration.

| Status | Description |
| --- | --- |
| `Pending` | The order has been created and will be routed after the grace period. |
| `Routing` | The order is being routed to a fulfillment location, which can be a `DC` or a `store`. |
| `Accepted` | The fulfillment request for items in the order has been accepted by the distribution center. |
| `Picking` | Items in the order are being picked by an associate. The order can be mispicked. |
| `Mispick` | One or more items in the order are no longer available at the store. The order will be [rerouted](/v1/docs/about-order-routing#phase-2-requesting-fulfillment-to-the-best-fulfillment-location) to another fulfillment location (`DC` or `store`), and the `ATP` for the mispicked item is set to `0`, at the store. However, the ATP is also updated based on some inventory transactions. For more information, see [Monitoring stock for mispicked items](/v1/docs/monitoring-stock-levels#monitoring-stock-for-mispicked-items). The order is re-routed and is in `Routing` status until a distribution center accepts or a store starts picking. |
| `On Hold` | The order needs attention before it can progress through the workflow. The possible issues and their workarounds are: - Orders with an *Insufficient Inventory* error can be automatically routed or managed on the `On Hold Orders` page. - Orders with a *Booking Delivery Invalid Address* error can be managed on the `On Hold Orders` page. - For orders with *Booking Delivery Unexpected Error* and *Booking Delivery Validation Error*, contact the [support team](https://help.newstore.com). For more information, see [Managing On Hold orders](/v1/docs/monitoring-orders#managing-on-hold-orders). The order can be cancelled. |
| `Packing` | Items in the order are being packed. The order cannot be mispicked. |
| `Mispack` | One or more items in the order were found damaged. The order is [rerouted](/v1/docs/about-order-routing#phase-2-requesting-fulfillment-to-the-best-fulfillment-location), and the `ATP` is reduced to exclude the damaged item(s), at the store. The `stock on hand` value for the item remains unchanged. The order cannot be mispicked. |
| `Printing` | The shipment was booked with the shipping provider and the documents that come with the package are being printed by the associate. The order cannot be mispicked or mispacked. |
| `Awaiting pickup` | One or more items in the order have been packed and awaiting pickup by the carrier. After this state, the order cannot be canceled. |
| `Partially shipped` | One or more items in the order have been shipped. A partially shipped order might contain items that were rejected. Check the status of each item for details. |
| `Partially rejected` | One or more items in the order were rejected by the fulfillment location. |
| `Shipped` | One or more items in the order were picked up by the carrier. |
| `In Transit` | One or more items in the order are in transit. This is a step in the shipping provider's delivery workflow. |
| `Out for delivery` | One or more items in the order are out for delivery. This is a step in the shipping provider's delivery workflow. |
| `Complete` | Items in the order have been delivered to the customer. Seen as `Delivered` in the order export. This is only shown for in-store purchase orders. |
| `Partially Returned` | One or more items in the order were returned. |
| `Returned` | All items in the order were returned. |
| `Canceled` | One or more items in the order have been canceled, or the complete order has been canceled. |
| `Failed` | The order has failed due to a payment-related problem. Contact the [support team](https://help.newstore.com) for more details. |

## Order item status

To see the status of items in an order, go to `Sales` > `Orders` page and click the Order ID. The status of each item is displayed in the `Status` column. Click the status to see the fulfillment activity for the item.

| Status | Description |
| --- | --- |
| `Pending` | The order that contains the item has been created and is currently in grace period, upon expiration of configured grace period, the order will be routed. |
| `Routing` | The item is being routed to a fulfillment location, which can be a `DC` or a `store`. |
| `Accepted` | The fulfillment request for the item has been accepted by the distribution center. |
| `Picking` | The item is being picked by an associate. |
| `Mispick` | The item is no longer available at the store. The order will be [rerouted](/v1/docs/about-order-routing#phase-2-requesting-fulfillment-to-the-best-fulfillment-location) to another fulfillment location (`DC` or `store`), and the `ATP` for the mispicked item is set to `0`, at the store. |
| `Refused` | The fulfillment location refused fulfillment for the item because other items in the order were mispicked or mispacked. For example, if the associate reported a mispack or a mispick for 1 out of 5 items in the order, the item status for the remaining 4 items in the order is changed to `Refused`. |
| `Captured` | The order for the item has been captured in the platform by NewStore, and has been moved to the retailer's [external OMS](/v1/docs/about-order-fulfillment#using-an-external-oms-to-fulfill-orders) for fulfillment. |
| `Cannot fulfill` | The fulfillment location cannot fulfill the order containing the item. |
| `On Hold` | The item has been put on hold and needs attention because there is an error when booking a shipment with the shipping provider or when there is insufficient inventory for the order items. To manage `On Hold` items in an order, see [Managing On Hold orders](/v1/docs/monitoring-orders#managing-on-hold-orders) or contact the [support team](https://help.newstore.com). For orders fulfilled by a `DC`, when an item is rejected in a fulfillment request, the [status](/v1/docs/monitoring-statuses#order-item-status) of the item changes to`On Hold` in NewStore Omnichannel Manager. However, the rejected item is processed in NewStore Omnichannel Cloud only after all the other items in the fulfillment request have been processed. |
| `Packing` | The item is being packed by the associate. |
| `Mispack` | The item was reported damaged at the location. The order is [rerouted](/v1/docs/about-order-routing#phase-2-requesting-fulfillment-to-the-best-fulfillment-location), and the `ATP` is reduced to exclude the damaged item(s), at the store. The `stock on hand` value for the item remains unchanged. |
| `Printing` | The shipment was booked with the shipping provider and the documents that come with the package are being printed by the associate. |
| `Awaiting pickup` | The item is ready to be shipped and is awaiting pickup by the carrier. After this state, the order cannot be canceled. |
| `Shipped` | The item was picked up by the carrier. |
| `In Transit` | One or more items in the order are in transit. This is a step in the shipping provider's delivery workflow. |
| `Out for delivery` | The item is out for delivery. This is a step in the shipping provider's delivery workflow. |
| `Delivered` | The item was delivered to the customer. |
| `Collected` | The item was collected by the customer. |
| `Returned` | The item was returned. |
| `Canceled` | The item was canceled. |
| `Failed` | The order containing the item has failed due to a payment-related problem. Contact the [support team](https://help.newstore.com) for more details. |
| `Rescinded` | The item was manually marked as rejected using this [API](https://docs.newstore.net/api/integration/order-management/dc_fulfillment_node_api/#operation/get-item-rejection-status). The item was manually rescinded from this fulfillment location and will be automatically rerouted. The item will be [rerouted](/v1/docs/about-order-routing#phase-2-requesting-fulfillment-to-the-best-fulfillment-location) to another fulfillment location (`DC` or `store`). We will not reduce `ATP` for the rescinded item at the location where the item was rescinded from. |

## Discount details

There are 2 types of applied discounts that are displayed in the order details:

- Order level discounts: Applied and prorated across all the products in the order.
- Item level discounts: Applied to one or more specific products in the order.

For each order, you can find the catalog price, the total applied discount(s) per product and the resulting discounted price.

On the Order detail page, information about the discount applied to an order is displayed in the amount total. To see details of product discounts, click the discount value in the `Discount` column.

The following discount details are displayed:

- The reason for the discount, if it was entered.
- The coupon code for the applied discount, if the discount was redeemed via a coupon code.
- The percentage discount applied via NewStore Associate App.

> [!TIP]
> Note
> 
> To see the order discount amount that was prorated across a particular product, click the discount value in the `Discount` column.

## Payment status

| Status | Description |
| --- | --- |
| `Authorization Pending` | The authorization is being verified. |
| `Authorization Failed` | The credit card issuer declined the authorization. The operation [can be retried](/v1/docs/monitoring-orders#retrying-a-payment-or-refund). The issue happens because of one the following reasons: - The payer credit card's information is incorrect. If it is correct, the customer should contact their card issuer to verify their billing information and attempt the payment again by placing a new order. - The required funds are not available on the card. - There was a technical issue (integration). |
| `Authorized` | The transaction has been authorized. The total amount of the transaction is deducted and held from the customer’s credit line account but not transferred yet. |
| `Capture Pending` | The capture is being processed. |
| `Capture Failed` | The credit card issuer declined the capture. The operation [can be retried](/v1/docs/monitoring-orders#retrying-a-payment-or-refund). |
| `Captured` | The funds have been transferred from the credit card. |
| `Refunded` | The amount has been returned to the customer's credit card. |
| `Refund Pending` | The refund is being processed. |
| `Refund Failed` | The refund operation failed. The operation [can be retried](/v1/docs/monitoring-orders#retrying-a-payment-or-refund). |
| `Issued` | Store credit has been issued in the context of an item exchange. |
| `Voided` | The authorization of the transaction has been voided. The authorized amount has been released on the customer's credit line account. This happens when the order has been canceled entirely or completely. Technically, `Voided` is known as `Revoked`. See [Revoke](/v1/docs/integrating-a-payment-service-provider#revoke). |
| `Void failed` | The attempt to void the authorization on the customer's credit line account has failed due to a technical issue. |
| `Void pending` | An attempt to void the authorization on the customer's credit line account has been requested. This happens when the order has been canceled. This status is temporary for as long as the response to the void request was not received. |

## Payment details

Orders that were created in a platform other than NewStore Omnichannel Cloud can display a `Processed` field in their payment details in addition to the payment's `Date and Time` field:

![](https://cdn.document360.io/c2d22fcd-a44b-4e1e-bf3a-84f0ffba0dbe/Images/Documentation/72e1744f-2981-46b1-b9a2-7f7c5a639576.png)

The `Processed` field represents the date when payment was processed by the payment processor. The `Date and Time` field represents the date when NewStore Omnichannel Cloud processed the payment.

## Refund status

An order can be [fully or partially refunded](/v1/docs/modifying-orders-for-customers#refunding-orders-or-items-in-an-order) via NewStore Omnichannel Manager.

| Status | Description |
| --- | --- |
| `Issued` | The refund has been successfully completed. |
| `Pending` | The refund is being processed. Refresh the page later to check the result of the operation. |
| `Failed` | The refund has failed. Refer to the error message in the refund details for more information. |

> [!TIP]
> Note
> 
> Sometimes an appeasement might be approved before the payment is captured for the order. For example, when the product has not been shipped yet and an appeasement has been issued. Check the order `Timeline`. The appeasement refund is displayed as `Pending` until sufficient payment has been captured for the order. When subsequent appeasements are requested for the order, the `Pending` appeasements are included in the `Previously refunded` total.