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What is the typical flow of an order and its possible statuses?

Once your customers place an order, the status will go to "Passed" if everything goes well or "Failed" if there are any issues with the file. 

You can review the most common reason for failed orders here.

statuses_flowchart.svg

If the file is correct, it will be sent to our print partner at midnight (local time in the destination country/region) and typically printed the next morning - the status will change to "Printed"

Note: Once the order is "Printed" it cannot be canceled any longer. 

More information on canceling an order can be found here.

The order will then be dispatched to the shipping address provided - the status will change to "Shipped" and a tracking link will be available. 

Note: It is not recommendable to update shipping address details after the status is changed to "Printed" as this change might not be sent through to our production partner. 

More information on updating shipping address details for an order can be found here.

Should anything go wrong during the process, the status of your order item will be changed to "Failed"

It is very important that you understand the order flow, the main statuses an order item can have and the actions you can perform on an order. Please refer to our technical documentation for more detailed information if you are integrating your website/store via our APIs.

Fulfillment Statuses

In the table below, you will see the complete list of fulfillment statuses and what they mean:

Fulfillment Status Meaning
Created The order was created in Gelato
Uploading The artwork file is being uploaded to our network of partners
Passed The design file has been uploaded correctly and is ready for printing
Printed The order is about to be printed or is already physically printed
Shipped The shipping label has already been generated for the order and is ready for pickup, or the parcel is already with the shipping partner
Canceled The order was canceled
Failed The order has failed due to the reason shown on the order details page (Read more)
Pending approval Your order needs to be manually approved. (Read more)
Pending personalization Your customer has not personalized their order that could be personalized.
Draft Your order is still a draft and has not been processed.
Not connected The order is for products that are not connected to Gelato

Payment Statuses

In this table, you can find the possible payment statuses and what they mean:

Payment Status Meaning
Paid The payment for the order is correctly paid
Pending The payment is still being processed and has not been finalized
Refused The payment was refused (Read more)
Canceled The payment was cancelled as the order was cancelled or failed
Partially Refunded The payment for this order was partially refunded
Refund The payment for this order was fully refunded
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