Order States

Description:

Order states track the progress of transactions from creation to completion. Each state provides insight into the payment process, order fulfillment, and potential issues.

Order State Definitions

• Approved Offline
  • An order placed while the point of sale (POS) was offline and later synced with the VenueNext backend. The order moves to Completed if approved by the payment processor or Authorization Failed if declined.
• Authorization Failed
  • The payment processor was unable to authorize the guest’s credit card, preventing the transaction from proceeding.
• Bumped
  • Indicates that the order is in the preparation phase after being placed.
• Cancelled
  • The order was canceled and voided before completion. A void occurs when a refund is issued before an order reaches Completed status.
• Closed by Admin
  • A manual status change made in Canopy. This action does not affect authorization or settlement but removes the order from an open state.
• Completed
  • The order has been fulfilled (picked up or delivered). This status triggers the settlement process 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
  • The order was completed, but alcohol items were voided.
• Not Collected
  • The order was not picked up. This status typically occurs post-event rather than during the event. Payment has been settled.
• Partially Refunded
  • A partial refund was issued after the order reached Completed status.
• Problem Reported
  • Indicates that an issue occurred with the order.
• Processing
  • The order has been accepted, payment has been processed, and it is waiting to be prepared.
• Refund Failed
  • A refund attempt was unsuccessful after the order reached Completed status.
• Refunded
  • A refund was successfully processed after order completion.
• Settlement Failed
  • The transaction failed to settle after the order was completed.
• Submitted
  • A POS order where the card reader was activated but payment details were not captured due to an interruption (e.g., device reboot). These orders should be excluded from reconciliation reports.
• Submission Failed
  • A 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, and these orders should be omitted from reconciliation reports.
• Tabbed
  • An order remains open, with payment authorized but not yet submitted for settlement.

Understanding these order states helps ensure accurate reporting, efficient order management, and a smooth customer experience.