This article outlines the journey of an order, from the moment it's placed to its arrival at the designated shipping address. We'll delve into the various stages an order transitions through, shedding light on the meaning of each status along the way.
Understanding Order Statuses
Navigating the world of order statuses can sometimes feel like learning a new language. To make things crystal clear, we've broken down each status into plain English:
Fulfillment Status | Meaning |
Created | The order has been successfully received and logged in the Gelato system. |
Digitizing | For embroidery orders only: Your design is being transformed into a format suitable for our embroidery machines. |
Uploading | Your artwork is being securely transmitted to our printing partners. |
Passed | Good news! Your design file has passed inspection and is cleared for printing. |
In Production | Your order is now being printed. |
Printed | Your order has already been printed and is moving on to the next stage. |
Shipped | Your package is prepped and ready for its journey! The shipping label has been created, and it's either waiting for pickup or already in the hands of our shipping partner. You can track its whereabouts using the provided tracking link. |
In transit | The latest tracking update indicates your package is moving smoothly toward its destination. |
Delivered | Your package has been successfully delivered! We hope the recipient loves it. |
Returned | The package has been returned to the sender. This could be due to various reasons, such as an incorrect address, refusal by the recipient, or failure to collect it from a pickup point within the stipulated time. |
Canceled | The order has been canceled. If you didn't initiate this cancellation, please reach out to our customer support team for clarification. |
Failed | Uh oh, it seems something went wrong with your order. The specific reason for the failure will be detailed on the order details page. You can find more information about common order validation errors here. |
Pending approval | Your order requires a manual review before it can proceed. This is often a security measure for certain order types. You can learn more about our order approval process here. |
Pending personalization | This order includes a personalization option that your customer has not yet completed. We're waiting for them to add their personal touch before the order can move forward. |
Draft | The order is currently a draft and hasn't been submitted for processing. |
Not connected | This order contains products that are not integrated with Gelato's fulfillment services. |
Payment Statuses
Here's a breakdown of the different payment statuses you might encounter and what each of them signifies:
Payment Status | Meaning |
Paid | The payment for your order has been successfully processed. |
Pending | Your payment is currently being verified and processed. |
Refused | Unfortunately, the payment method was declined. Common reasons for payment refusal can be found here. |
Canceled | The payment for this order was canceled, usually because the order itself was canceled or encountered an error during processing. |
Partially Refunded | A partial refund has been issued for this order. |
Refund | The full order amount has been refunded. |
Important Notes
Once an order reaches the "Printed" status, it can no longer be canceled or modified.
While you can attempt to update the shipping address after the "Printed" status, there's no guarantee the change will be reflected in time for our production partners. For detailed instructions on updating shipping addresses, refer to this guide.
For developers integrating their platforms with Gelato's APIs, our technical documentation provides a comprehensive deep dive into order flows and statuses.