Order, payment and return statuses

A quick reference for every status in the system: what it means, when it happens, and what follows it.

A quick reference for the statuses you see in the dashboard. If your team ever disagrees about what a status means, this page is the reference.

In Snap Shop the order status and the payment status are two separate things, and each moves on its own: the order status tells you where the order has reached in its journey, the payment status tells you whether the order has been paid for.

Order statuses

Status	What it means	What usually follows
Pending	The order was recorded and is not confirmed yet	Confirmation or cancellation
Confirmed	The order is confirmed and stock is reserved	Preparation
Processing	Your team is readying the order for shipping	Ready to ship
Ready to ship	The order is prepared and waiting for a shipment	Shipping
Shipped	The order is now a shipment	Delivery
Delivered	The customer received the product	—
Returned	The order came back	Cost recorded, stock returned
Cancelled	The order was cancelled before shipping	Reserved stock becomes available

Shipment statuses

A shipment carries its own status alongside the order's — this is the one that tells you where the parcel itself has reached.

Status	What it means
Pending	The shipment was created and has not left yet
Dispatched	The shipment has left you
In transit	The shipment is on its way
Out for delivery	The courier has it today
Delivered	The customer received it
Failed	The delivery attempt did not succeed
Returned	The shipment came back without being delivered (RTO)

Payment statuses

Status	What it means
Unpaid	Nothing has been paid yet
Pending verification	The customer transferred and uploaded proof, and your team is reviewing it
Partially paid	Part of the total is paid, the rest is not
Paid	The order has been paid in full
Partially refunded	Part of the amount was returned to the customer
Refunded	The whole amount was returned to the customer

"Delivered" does not mean the cash has reached you.

On cash on delivery, when the customer receives the order and pays the courier, Snap Shop treats payment on that order as complete and moves the payment status to Paid — because the customer really did pay for the order.

But the cash itself is now owed to you, until it reaches you.

That is why Snap Shop keeps three different things apart:

The customer's payment at delivery — this is what the payment status on the order shows
What you are owed — the cash collected from the customer that has not reached you yet
The money reaching you — when you actually receive it and record that on the shipment

So you can have an order that is Delivered and Paid while its cash has not reached you. That is not a contradiction — it is the difference between the customer having paid and the money being in your hands, and the system shows you both, each in its own place.

The cash you are owed, and where you follow it

Cash-on-delivery money is tracked on the shipment itself. Open a shipment from the shipments list and its Cash on delivery card shows:

Amount — the cash to be collected from the customer
Collected from customer — the delivery date the customer paid on
Not handed over yet — the cash was collected and has not reached you
Handed over to you — the date the money reached you
Reference — the transfer or settlement-batch reference, if you recorded one

When the money reaches you, press Mark as handed over and record the transfer reference (optional) — the shipment closes and stops counting as owed.

The practical reading for a merchant:

Delivered — the customer received the product
Paid — the customer paid for the order
Not handed over yet — the cash was collected and has not reached you
Handed over to you — the money is with you, and the cycle is closed

This works whether you ship through a carrier connected to the system or with your own driver — the only difference is who is holding the cash until it reaches you.

Return statuses

Status	What it means
Requested	A return request was submitted, by the customer or your team
Approved	The request was reviewed and accepted
Rejected	The request was reviewed and declined
Received	The returned goods arrived
Inspected	The goods were inspected and their condition recorded
Completed	The return is complete and its financial effect is in the calculation
Cancelled	The return request was cancelled

Return or RTO?

This distinction gets confused often:

A return — the customer received the product and then sent it back
RTO — the shipment was never delivered and came back

Both carry a cost, but their effect on the calculation differs. The full explanation is in Returns and RTO.