Order statuses
Orders move through Pending → Paid → Fulfilled. Refunded, Partially refunded, or Cancelled are the final states for orders that don't complete normally. This page is the reference for what each status means.
Order statuses
Each order on Orders has one of six statuses. The happy path is Pending → Paid → Fulfilled. The other three — Refunded, Partially refunded, and Cancelled — are the final state for orders that didn't go through normally.
What each status means
| Status | Meaning |
|---|---|
| Pending | Stripe is still processing the payment. Usually brief — flips to Paid within seconds. |
| Paid | Stripe confirmed payment. Zillo is now issuing the gift cards, tickets, vouchers, or booking confirmations. |
| Fulfilled | Everything was issued and the customer's email was sent. The order is complete. |
| Partially refunded | At least one line item was refunded, but not all. |
| Refunded | Every item on the order was refunded. |
| Cancelled | The order didn't complete — usually because the card was declined or payment failed. |
The normal flow
- Customer checks out → an order is created with status "Pending".
- Stripe confirms the charge → the status flips to "Paid".
- Zillo issues the gift cards / tickets / etc. → status flips to "Fulfilled" and the customer gets their confirmation email.
The whole sequence usually takes a few seconds. If you're watching an order live, you might see Pending briefly before it jumps to Fulfilled.
Stuck on "Pending"
If an order is still Pending more than a minute after checkout, something probably went wrong with the payment.
- Check the customer's payment in your Stripe dashboard. If Stripe shows the charge as Succeeded, contact Zillo support — the confirmation message between Stripe and Zillo may have dropped.
- If Stripe shows "Failed" or "Requires action", the customer's card didn't actually charge. The order will move to Cancelled on its own when Stripe's payment intent expires.
"Fulfilled" but the customer didn't receive their email
Open the order and click Resend emails in the top-right. This re-sends the customer's confirmation with all the gift card codes, ticket QRs, or booking details attached. No duplicates are created — the existing codes are re-sent.
If a customer's email is going to spam, ask them to check there first before you resend. Most "missing email" support requests turn out to be spam-folder issues.