From the moment your customer hits «buy» until the box lands on their doorstep, the order moves through a series of statuses you can follow live from Orders. Understanding each one answers half the questions before they come up.
How an order reaches Furgox
As soon as your store confirms payment, the order shows up here. On Shopify and WooCommerce it arrives right away, because the store notifies us; on PrestaShop and Squarespace we check the store every 15 seconds, and on Amazon every 3 minutes. Only paid orders come through: unpaid ones wait, and are imported on their own as soon as the store confirms payment.
The statuses, one by one
To accept
You'll only see it if you've switched on Accept the orders myself for that store in Integrations. The order has arrived, but the warehouse doesn't see it until you accept it: it isn't picked and it doesn't expire. Accept puts it in the queue; Reject cancels it here, and nothing changes in your store (if a refund is due, do it there).
Pending
The order is queued at the warehouse. This is where you have the most room: you can fix its details or cancel it yourself.
Processing
An operator is picking it: taking the items off the shelves and packing the parcel with your packaging.
Packed
The parcel is sealed with its shipping label printed, waiting for the carrier. When the label is printed, the stock is deducted from your inventory and the tracking number travels to your store, so your customer gets their usual notification.
Ready for collection
Only for orders the buyer collects at our warehouse: it's packed and set aside waiting for them. If we have their email, we let them know.
Shipped: Picked up, In transit, Out for delivery or At pickup point
Once the carrier takes it, instead of a plain «Shipped» you see where it is, based on the carrier's tracking:
Picked up: the carrier has it, but hasn't moved it through its network yet.
In transit: travelling to the destination.
Out for delivery: the driver has it today.
At pickup point: waiting for the buyer at one of the carrier's pickup points.
Delivered
The carrier confirms delivery (or, for a warehouse collection, we've handed it over). Your portal's return window starts counting from that date.
Issue
Something happened along the way: the parcel got lost, arrived damaged, the address was wrong… Our team handles it with the carrier and, if needed, picks and ships it again. That reshipment isn't charged if the parcel was lost, arrived damaged or we made a picking mistake. To know how it's going, write to us with the reference.
Returned
The carrier couldn't deliver it and the parcel has come back to our warehouse. Once we receive it, the units go back into your stock. Picking and shipping are charged, because they were done.
Cancelled
The order was called off before leaving the warehouse (including the ones you reject while To accept). It isn't picked, and its handling isn't charged.
On top of these statuses, on the row of an order that hasn't left yet you may see two red warnings that aren't statuses but blockers: Out of area and Out of stock. Explained in Why an order isn't being picked.
Where to find your orders
The Orders list is split into tabs according to where each order is:
All: the whole list. This is also where you'll find pending orders, the ones being picked, the To accept ones, issues, and those with an Out of stock or Out of area warning, shown on their row.
Ready: label printed, waiting for the carrier or the buyer.
Picked up: the carrier has taken them.
On the way: in transit, out for delivery or at a pickup point.
Delivered.
Cancelled and returned.
At the top you have the search box, which finds an order by its Furgox number, by your store's number or by the customer's name, the time period and, if you have several stores, the store filter. In the table, the Furgox no. and Store no. columns let you match each order with the one in your store. If you have orders waiting for you to accept them, you'll see the notice «You have N orders waiting for you to accept them» at the top, with the View them button.
What you see on an order
Opening an order gives you everything on one screen:
The items with SKU, price and units, plus the order totals.
The end customer's details and the exact shipping address.
The carrier and tracking number, as soon as the label is printed.
The logistics cost, once the order is packed, broken down: pick & pack, extra units, packaging and shipping. Shipping shows as No charge if it goes on your own carrier contract or if it's a warehouse collection.
The history tells you who did what
Every movement is logged with its author: System for automatic events, Furgox for our team, Client for what you or your team do from the panel, Shopper for what your end customer does (for example, requesting a return in the portal) and Carrier for what comes in from its tracking. It's the first place to look when something doesn't add up.
What you can do, and until when
Accept or reject an order
Only for orders To accept, with Accept or Reject, from the row in the list or from the order page.
Fix the order details
With Edit order you change the name, email, phone, notes for the warehouse and shipping address, as long as the carrier label hasn't been printed. After that it's locked: the address is printed on the label.
Swap a product that's out of stock
If an order is short of stock for a product, the order page shows Swap for another next to it: you pick another of your products with available stock and the warehouse will pick that one instead. You can do it while the order is Pending or To accept and has no label. It only changes that order: your catalogue and your store stay as they are, so if the buyer needs to know, tell them yourself.
Cancel the order
With Cancel order, while it's Pending or Processing. If it comes from Shopify, it's cancelled there too. Once it's packed or shipped you can't cancel from the panel: write to us and we'll look at it.
Create a return
From the order itself, with Create return: pick which items are coming back and create the return without your customer having to do anything; we email them the label. It's available when the order is shipped or delivered, has the buyer's email and doesn't already have another return under way. The full story is in How a return works.
FAQ
Why is an order still Pending?
Either it's in the normal warehouse queue, or it's blocked. If its row in the All tab shows «Out of stock» or «Out of area» in red, it's the latter: see Why an order isn't being picked.
Does the Furgox status show in my store?
When the label is printed (Packed status), we write the tracking number into your store and mark the order as fulfilled or completed, depending on the platform. The other intermediate statuses are internal to Furgox.
What if the customer asks to change the address after it shipped?
At that point the carrier is in charge. Write to us with the order reference and we'll try to arrange a change or a return to sender.
Got a specific order stuck? Message us from the panel chat with its reference.