Order statuses
Orders move along the happy path Pending → Paid → Fulfilled. Refunded, Partially refunded, and Cancelled are the final states for orders that don't complete normally. This is the reference for what every status means, plus what to do when an order is stuck on Pending or a customer says they never got their email.
Order statuses
Every order in Orders carries one status that tells you where it is in its life. The happy path is Pending → Paid → Fulfilled. The other three — Refunded, Partially refunded, and Cancelled — are the final states for orders that didn't go through normally. This page is your reference for what each one means.
What each status means
| Status | Meaning |
|---|---|
| Pending | Stripe is still processing the payment. Usually only a moment — it flips to Paid within seconds. |
| Paid | Stripe confirmed the payment. Zillo is now issuing the gift cards, tickets, vouchers, or booking confirmations. |
| Fulfilled | Everything was issued and the customer's confirmation email was sent. The order is complete. |
| Partially refunded | At least one line item has been refunded, but not all of them. |
| Refunded | Every item on the order has been refunded. |
| Cancelled | The order didn't complete — usually because the card was declined or the payment failed. |
For orders that include physical products you'll also see whether the order has been shipped. That's tracked separately from the payment status above — an order can be Paid/Fulfilled in terms of the charge while still awaiting shipment. You mark items shipped from the order page.
The normal flow
Most orders run end-to-end without you doing anything:
- The customer checks out. An order is created with status Pending.
- Stripe confirms the charge. The status flips to Paid.
- Zillo issues everything. Gift cards, tickets, vouchers, or booking confirmations are generated, the status moves to Fulfilled, and the customer receives their confirmation email.
The whole sequence usually takes just a few seconds. If you're watching an order come in live, you might see Pending flash by briefly before it jumps to Fulfilled.
Stuck on "Pending"
If an order has been Pending for more than a minute after checkout, something likely went wrong with the payment. Check the customer's payment in your Stripe dashboard:
Stripe shows the charge as Succeeded — the payment went through but the confirmation didn't reach Zillo. Zillo retries this automatically, so it usually clears itself within a few minutes. If it's still stuck after that, contact Zillo support and we'll reconcile it.
Stripe shows "Failed" or "Requires action" — the card didn't actually charge. The customer needs to try again. The pending order will move to Cancelled on its own once Stripe's payment attempt expires; you don't need to do anything.
"Fulfilled" but the customer says they didn't get their email
This is almost always a spam-folder issue, but resending is quick:
- Open the order from Orders.
- Click "Resend emails" in the top-right.
- Confirm. The customer's confirmation is sent again with all their gift card codes, ticket QR codes, or booking details attached.
Resending never creates duplicates — the existing codes and QR codes are re-sent, not new ones.
Before you resend, ask the customer to check their spam or junk folder. The large majority of "I never got my order" messages turn out to be the email sitting in spam.
Refunded vs Partially refunded
These two are the result of a refund, not a customer action:
- Partially refunded — you refunded some line items but the order still has active items the customer can use.
- Refunded — every line item on the order has been refunded; nothing on it is still usable.
See Refunding an order for how to issue a full or partial refund and what gets voided.