Order Statuses Explained
A rundown of every status you might see on an order, from processing through to delivered.
Processing
The order has been received and is being prepared for shipment. This can include verifying payment, checking inventory or preparing shipping labels.
On Hold
An order is placed on hold for one of the following reasons:
Inventory unavailable
The product is out of stock and can't be fulfilled. The order stays on hold until the inventory is restocked.
Invalid address
The address provided is incomplete or incorrect. The order stays on hold until the customer provides a corrected address or cancels the order.
Fraud risk
There's suspicion of fraudulent activity, for example a mismatch between billing and shipping address, an unusual payment method or a high-value order. The order is reviewed and may be cancelled if fraud is confirmed. This applies to Shopify orders only.
Review required
The brand is reviewing the order, for example for a high value, an unusual payment method or an address mismatch. The order may be cancelled if the brand determines it's a risk. Not limited to any specific platform or channel.
Customer request
The customer has requested a change, typically through Aftercare, such as adding or removing items, changing the shipping address or method, or cancelling altogether. If approved, the order updates accordingly; if not, the customer is notified and the order is cancelled or modified as needed.
Missing product data
The product type or commodity code hasn't been provided for an international order. This is required for customs clearance, so the order stays on hold until it's added.
Missing customs value
The customs value hasn't been provided for an international order. This figure is used to calculate taxes and duties, so the order stays on hold until it's added.
Invalid shipping method
The weight, size, dimensions or destination of the order aren't supported by the selected carrier. The order stays on hold until this is resolved.
Picked
The order has been picked from inventory and is ready for packing.
Packed
The order has been packed and is ready to be shipped.
Shipped
Once an order ships, it can carry one of the following sub-statuses:
Loading
Tracking information is being generated. The initial update isn't available yet.
Unavailable
No tracking information is available. The shipment may not be trackable yet, or hasn't been picked up by the courier.
Pending
The order has been packed but hasn't yet been collected by the courier.
Picked up
The order has been collected by the courier and is en route to the sorting facility.
In transit
The package is en route to the customer. This status may update at additional checkpoints, such as arrival at a local distribution centre.
Arrived at customs
The package has arrived at customs for processing on an international shipment. Processing speed varies by country, carrier and time of year.
Cleared customs
The package has cleared customs and is continuing its journey to the destination address.
Held at customs
There's an issue or delay with customs. The customer may be asked to provide more information before delivery can proceed.
Awaiting collection
The package has been left at a local pick-up point or depot for the customer to collect.
Awaiting information
The courier was unable to complete delivery and has contacted the customer for more information.
Awaiting payment
The courier has received the parcel but can't deliver it until customs payments are made, either by the customer or the brand.
Failed
The delivery attempt was unsuccessful, usually because the customer wasn't available or the premises were inaccessible. After a few attempts this usually means the parcel is being returned to the sender.
Returned
The parcel is on its way back to Hutch, because the customer wasn't available or rejected delivery at the point of delivery.
Damaged in transit
The parcel has been damaged in transit. If the damage is severe, it may be destroyed; if slight, the courier may still attempt delivery. If it's returned, the customer may be eligible for a refund or replacement depending on the brand's policy.
Attempted
The delivery attempt was unsuccessful, usually because the customer wasn't available or the premises were inaccessible.
Scheduled
The customer has arranged a more suitable delivery date directly with the courier.
Delivered
The package has been successfully delivered and received by the customer or someone on their behalf.
Cancelled
The order has been cancelled, either by the customer or the brand. Once cancelled, the order is no longer active and the customer typically receives a refund if payment has already been processed.