Articles on: Orders

Which statuses are there and how do I change them?

Every order has a status. It shows you where the order currently stands – from "Open" to "Done".

The statuses at a glance

The order overview has a separate tab for each status.

Status	What it means
Open	The order has been created and is waiting to be packed and planned into a tour.
Packed	The goods are packed. The order can go on a tour.
In tour	The order is planned in a tour or attached to a tour. This also applies while the tour hasn't started yet.
Done	All completed orders end up here: Delivered, Collected and Clarification.

Note: You can also skip the "Packed" step. To do this, activate Skip packed status under Settings → General settings.

What does "Clarification" mean?

"Clarification" is for orders where it's unclear how to proceed – for example, if the customer wasn't home several times. In the settings you specify after how many attempts an order automatically moves to "Clarification". You can also set an order to "Clarification" yourself.

You'll find orders in clarification in the Done tab or via the filter: click the filter icon, open Advanced and choose "Clarification" under Status. The dashboard also shows how many orders are currently in clarification.

How to change a status

Open the order overview.
Click the current status on the right of the order's row.
Choose the new status. The change takes effect immediately.

Change the status of an order

You can also change the status in an order's details, in the Status card at the top left.

Tip: To change several orders at once, tick each one and choose Select action → Mark as packed or Bulk edit at the bottom. → How do I edit several orders at once?

During the tour, the driver app sets the status automatically: when your driver delivers, the order becomes Delivered.

Updated on: 04/11/2026

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