Understand Order States in Shift4 Venue

Description: Order states track the progress of transactions from creation to completion. Each state provides insight into payment processing, order fulfillment, and potential issues. Understanding these states ensures accurate reporting, efficient order management, and a smooth customer experience.

Order State Definitions

Approved Offline — Order placed while the point of sale (POS) was offline and later synced with the VenueNext backend. Moves to Completed if approved by the payment processor or Authorization Failed if declined.

Authorization Failed — The payment processor could not authorize the guest’s credit card, preventing the transaction from proceeding.

Bumped — Order is in the preparation phase after being placed.

Cancelled — Order was canceled and voided before completion. A void occurs when a refund is issued before reaching Completed status.

Closed by Admin — Manual status change made in Canopy. This action does not affect authorization or settlement but removes the order from an open state.

Completed — Order was fulfilled (picked up or delivered). This status triggers settlement with the payment processor.

Completion Pending — For full-service (FS) or express checkout (EC) orders, the POS has closed the order, but it remains in a pre-settlement state, allowing it to be reopened if necessary.

Delivered Without Alcohol — Order was completed, but alcohol items were voided.

Not Collected — Order was not picked up, typically post-event. Payment has been settled.

Partially Refunded — A partial refund was issued after the order reached Completed status.

Problem Reported — An issue occurred with the order.

Processing — Order has been accepted, payment processed, and is waiting to be prepared.

Refund Failed — Refund attempt was unsuccessful after the order reached Completed status.

Refunded — Refund successfully processed after order completion.

Settlement Failed — Transaction failed to settle after order completion.

Submitted — POS order where the card reader was activated but payment details were not captured due to an interruption (e.g., device reboot). Exclude from reconciliation reports.

Submission Failed — POS order where the card reader returned an error or the user exited the payment screen before completing the transaction. The guest’s card was not charged; omit from reconciliation reports.

Tabbed — Order remains open, with payment authorized but not yet submitted for settlement.