Your orders move through a small number of customer-visible statuses. Here is what each one means and what is happening behind the scenes.
#The three top-level statuses
The Orders list filter offers three statuses:
- New — the order has been created but is still being scoped or quoted with your account team. New orders are kept off the main list until they are ready for you to act on.
- Open — the order is live. It may be waiting on your approval, in production, shipping, or settling its balance.
- Closed — every shipment has landed (or otherwise wrapped) and the balance is paid. The order is in your history.
You can filter the Orders table by status to focus on what needs attention.
#Phases shown in the status column
While an order is in the Open phase of its life, the Order Status column on each row tells you which step it is on. The labels you may see include:
- Pending Client Approval — we have a proof or a final spec waiting for you. Production does not start until you approve. From the order detail page (or a shared approval link, if your account team sent you one) you can Approve or Request Change.
- Client Approved — you signed off. Production begins.
- Client Change Requested — you asked for edits. The order is back with your account team to revise the spec or proof.
- Open — production, packing, shipping, or balance settlement is underway.
The status filter at the top of the table lists three rolled-up options — New, Open, Closed — for high-level filtering. To drill into a specific approval moment, scan the status column itself or open the order.
#What happens behind the scenes after approval
Once approved, the order moves into production. Items are made and decorated, then packed and handed to carriers. Each shipment becomes its own fulfillment order with a tracking number — see Fulfillment orders and tracking.
When the balance invoice clears and the last shipment is in a terminal state (Delivered, Cancelled, or Returned), the order moves to Closed.
#Payment status is separate
An order also carries a payment status (Paid / Unpaid / Partially paid via the deposit). Paying the deposit does not change the order status — only the payment status. See Billing and invoices.
#When a status feels stuck
If an order has been in one phase longer than your in-hands date suggests it should, ping your account team with the order number. We can usually tell you within minutes what is gating progress.