Available on every plan · Updated 12 September 2026
Also asked as: “what does unfulfilled mean” · “awaiting confirmation” · “cannot change order status” · “find an order” · “filter orders”
Orders lists every order your store has taken, newest first, with the count above it. Each row is the order number, the customer, two status chips, the total, the sales channel and how long the order has been sitting there.
Two statuses, and both are always shown
The first chip is payment: have you got the money. The second is fulfilment: where the goods are. They are independent, and the row shows both in that order, because the case worth spotting is goods gone and money not.
A cancelled order shows Cancelled instead, since one word covers both.
What the payment word means
| Word | The order is |
|---|---|
| Unpaid | nothing has been paid. Normal for a bank transfer nobody has sent yet, and for pay on delivery right up to the door |
| Awaiting confirmation | the shopper has sent you a bank transfer and uploaded their receipt. The money is usually already in your account; it is waiting on you to check it |
| Paid | the money is confirmed |
| Payment failed | the card or the gateway refused it |
| Refunded / Partly refunded | you have sent money back, all of it or some |
Awaiting confirmation is the one to filter by in the morning. It is the queue of orders waiting on you, and it deliberately does not overlap with Unpaid, which is the queue waiting on the shopper.
What the fulfilment word means
Five words, in order, and an order only moves down the list. Each one excludes the ones above it.
| Word | The goods are |
|---|---|
| Unfulfilled | nothing packed |
| Partly fulfilled | some items packed, some not |
| Preparing | everything packed, nothing dispatched |
| Shipped, or Ready for pickup on a collection | everything dispatched, not everything arrived |
| Fulfilled | everything has reached the customer |
Fulfilled means arrived, not packed. An order with a parcel in a van is Shipped, not Fulfilled, and one sitting on your shelf ready for a customer is Ready for pickup. That is deliberate: a word that means "done" has to mean the customer has it.
An order with several parcels is as far along as the parcel furthest behind. Each parcel states its own stage and its share on its own row inside the order.
Nothing sets a status by hand
There is no dropdown that stamps an order Completed. The two words follow what you actually do: confirming a payment moves the first, creating a parcel and marking it on its way moves the second, and cancelling stops both. That is why an order can never claim to be paid when no money arrived.
Finding one order
- Search orders matches the order number and the customer.
- Filters offers exactly the words the list shows, so a filter can never name a state you will not see in the column. It filters on Payment, Fulfilment, and Order, which holds the two facts that are not on either axis: Draft and Cancelled.
- Show orders refused at placement is off by default. Those are orders another shopper's order beat to the last unit: cancelled by us, never charged, and left out of the list unless you ask for them.
- Applied filters appear as chips under the search box, each with an × to drop it.
If you have more than one location, All Locations narrows the list to one branch. An order tied to no branch appears under every branch; an order tied to another branch appears only there.
The sort control and the table or card toggle sit beside them. On a phone the list shows as cards, and Export sits behind the top bar's menu.
Exporting
Export downloads the list as a CSV, on Professional and Scale. On Starter the button is there and explains that; see the pricing page for what each plan includes.
If it does not work
- A filter shows fewer orders than you expected: a cancelled order is always described as Cancelled, so it is left out of the payment and fulfilment filters even when its old payment state still matches.
- An order you know exists is missing: check the location control is on All Locations, and clear any filter chips under the search box.
- A count looks wrong after you filter by branch: the number under the title counts what the branch lens is showing, and it names the branch when one is picked.
Email support@shoponent.com with your store name if anything here does not match what you see. We read and answer every message.