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How to Understand Order and Payment Statuses

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores on Launch, Grow, Scale and the free trial. Not available on Free Store owner, or a team member with Orders access About 10 minutes to read Beginner

Summary

Overview: Every order has an Order Status (where the order is in its journey) and a Payment Status (whether it has been paid). Some statuses are set by Prosperna, a courier or a payment gateway, and others you set yourself. This reference explains each one, who sets it, and what your customer sees.

Prerequisites:

  • A store on the Launch, Grow, Scale or free trial plan.
  • Store owner access, or a team member with Orders access.

Step-by-Step Instructions

Step 1: Find an order's statuses

  1. In the sidebar, click Orders.
  2. Look at the Order Status, Payment Status and Delivery Status columns, or open the order to see them under Order Information, Payment and Delivery.

Step 2: Learn the order statuses

Order Status What it means Who or what sets it
Open A new order. Most orders start here Prosperna, when the order is placed
Pending Waiting for you to check the payment Prosperna, for new Payment Link and Pay by Invoice orders. You can also set it
Accepted You (or the courier) accepted the order You. Lalamove can also set it
Processing The order is being prepared Prosperna, when a J&T, Lalamove or USPS order is paid online, or when you mark a Payment Link or Pay by Invoice order Paid. J&T also sets it after a failed pickup or delivery attempt. You can also set it
Ready for Pickup Ready to be collected, by the customer or by the courier You (Store Pickup). Lalamove sets it while finding and assigning a driver, and J&T on dispatch
Shipped Handed to the courier and on its way You (Manual Shipping). J&T and USPS set it from their scans
Out for Delivery The rider is delivering it today You, J&T, Lalamove (after pickup) or USPS
Delivered USPS delivered the parcel USPS
Completed The order is finished You, or automatically when J&T or Lalamove delivers it, or when a digital-only order is paid online
Declined The order was declined You, or Prosperna when a card payment fails or you mark a Payment Link or Pay by Invoice order Declined Payment
Delivery Cancelled The delivery was cancelled or is being returned You, or the courier (Lalamove cancelled, expired or rejected; J&T return; USPS return)
Returned The parcel came back to you You
Cancelled The order was cancelled before payment could start Prosperna, if the checkout with your own payment gateway can't be started

QR Menu orders use their own statuses: Open, Preparing, Ready, Completed and Cancelled.

Step 3: Learn the payment statuses

Payment Status What it means Who or what sets it
Awaiting Payment Not paid yet. Every new order starts here (QR Menu orders start at N/A) Prosperna
Paid The payment was received The payment gateway for online payments, or you for COD, COP, Pay at the Counter, Payment Link and Pay by Invoice. J&T COD orders change to Paid when J&T delivers them
Declined Payment The payment failed, expired or was rejected The payment gateway (for example an online invoice that expired), or you
Cancelled The payment was cancelled You (COD and COP orders)
Refunded You refunded the customer in full You (COD and COP orders). This only records the refund: Prosperna doesn't send the money
Partially Refunded You refunded part of the payment You (COD and COP orders). This only records the refund

Step 4: Know which statuses you can change

Order Order Status Payment Status
Manual Shipping by Customer or Manual Shipping by Merchant You set it You set it if paid by COD
Store Pickup You set it You set it if paid by COP
Standard Delivery (J&T), Same Day (Lalamove), USPS Follows the courier Set by the gateway, or Paid on J&T delivery for COD
Payment Link and Pay by Invoice (any shipping) Changes when you set the payment status You set it after checking the proof of payment
Bank Transfer Depends on the shipping type Confirmed by Prosperna. Email support@prosperna.com to follow up
QR Menu You set it until it's Completed or Cancelled You set it for Pay at the Counter
Lazada and Shopee Managed in Lazada or Shopee Managed in Lazada or Shopee

To change a status, see How to Process and Fulfill an Order.

Step 5: Know the automatic changes

Prosperna changes some statuses for you:

  • Paid online, courier delivery: a J&T, Lalamove or USPS order moves to Processing once paid. A Manual Shipping or Store Pickup order paid online stays Open until you change it.
  • Digital products only: the order moves to Completed once it's paid online.
  • Payment Link and Pay by Invoice: marking the payment Paid moves the order to Processing. Marking it Declined Payment moves the order to Declined and puts the items back in stock.
  • J&T: the order status follows J&T's scans (Shipped, Out for Delivery, Completed on delivery, or Delivery Cancelled on a return). On delivery, COD orders also become Paid.
  • Lalamove: Ready for Pickup while a driver is found, Out for Delivery once picked up, Completed when delivered, and Delivery Cancelled if the booking is cancelled, expires or is rejected.
  • USPS: Processing until USPS scans the parcel, then Shipped, Out for Delivery and Delivered, or Delivery Cancelled if USPS returns the parcel.
  • QR Menu, Pay at the Counter: a Completed order becomes Paid, and a Cancelled order becomes Declined Payment.
  • Failed card payment: the order becomes Declined and the payment Declined Payment.

Step 6: Know what your customer sees

Customers with an account see their orders on the My Orders page of your online store:

  • The Order Status and Payment Status show exactly as they appear on your Orders page.
  • Customers can filter their list by Order Status.
  • When an order is Completed, an Add Review button appears.
  • On the order page, the Order Status is shown on the invoice, and any notes you published appear under Comments.

Customers are also notified by email or SMS (the way they chose at checkout) whenever the order status or payment status changes. See How to Process and Fulfill an Order.

Verify It Worked

Success criteria:

  • You can tell, for any order, whether you need to act (for example Open, Pending or Awaiting Payment on a cash order) or whether a courier or gateway will update it.
  • After you change a status, the same status shows on the customer's My Orders page.

Troubleshooting

Common errors

  • A paid Manual Shipping or Store Pickup order is still Open: this is expected. Prosperna only moves courier orders to Processing by itself. Set the status yourself.
  • A courier order's status isn't changing: courier statuses change only when the courier sends an update. Check Delivery Status and the Tracking Link on the order. See How to Ship with Prosperna's Courier Partners.
  • A Bank Transfer order still shows Awaiting Payment: you can't change it yourself. Email support@prosperna.com.

Limitations & considerations

  • You can choose any order status for Manual Shipping and Store Pickup orders, in any order. Prosperna doesn't block going backwards.
  • Refunded and Partially Refunded don't move any money. Refund the customer yourself first.
  • Declining or cancelling an order doesn't return stock, except for Payment Link and Pay by Invoice orders marked Declined Payment.
  • The Delivery Status column shows the courier's own wording (for example Assigning Driver or Picked Up for Lalamove, Departure or Arrival for J&T). It's separate from the order status.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/09/2026