Explaining Order Statuses

Learn what each order status means in your dashboard.

Orders in Tough Commerce go through different statuses, each representing where the order is in the workflow. These statuses are more than just labels—they control what actions can be taken and trigger important downstream processes, like notifications, invoicing, and payments.

By default, all new orders will have a status of Incoming. You can update the status at any time by clicking the down arrow next to the current status in the order details.

Order Status Definitions

Here’s a breakdown of each order status and when it’s typically used:

Incoming

• Default status for all newly created orders—whether created in the dashboard or submitted via the contractor app.

• Serves as a placeholder.

• Orders must be moved out of this status to continue processing.

Booked

• Indicates the order has been accepted and approved.

• Required status for enabling delivery actions through the Tough Commerce Driver App.

• Drivers will not be able to start a delivery if the order is not in Booked status.

Start Delivery

• Primarily used by suppliers who are not using the Tough Commerce Driver App.

• Allows dispatch teams to manually initiate the delivery process.

• Sends delivery notifications to contractors if they are using the app.

Hold

• Puts an order on hold, often used if delivery needs to be rescheduled or delayed.

• Can be applied at any stage before or after the order is marked Complete.

Reject

• Used to reject an order you do not plan to fulfill.

• Only applies to orders still in the Incoming stage.

Cancel

• Used to cancel an order altogether.

• Can be applied to orders in either Incoming or Booked status.

• Cancelled orders are no longer actionable unless deleted from the system.

Complete

• The final stage of the order workflow.

• Triggers automatic sending of:

  • • Invoices

    • E-tickets

    • Any associated payment processing