Order Workflow (Order Statuses)
When a customer places an order, it is created in the Global-e system.
The following diagram illustrates the standard order workflow:
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This workflow correlates with the following statuses:
Standard Order Workflow
Fraud Check Challenge – Orders with this status are under manual review by the Global‑e Fraud team and should not be fulfilled yet.
Pending Payment – Orders with this status are being processed by the relevant Payment Service Provider (PSP), but have not been approved yet and should not be fulfilled yet.
Received by Global‑e – Global-e received the order, meaning that the payment was approved and fraud was cleared. The merchant can fulfil orders with this status.
Shipped fully by Merchant / Shipped partially by Merchant – A dedicated status for orders that are consolidated through a Global-e hub showing that the Merchant has fully or partially shipped the order to Global-e.
Received in Hub – The Merchant has processed the order and it is awaiting pickup by the relevant shipper or dispatch to the Global‑e Hub.
Dispatched to Customer / Part dispatched and payment received – The order has been dispatched or partially dispatched to the customer.
Note
This is the last status for orders that were shipped via an untracked shipping service.
Delivered to Customer – The order has been delivered to the customer.
Note
Only orders shipped via tracked shipping service have this status.
Cancellation Statuses
Cancelled by Customer – The order was cancelled at the customer's request before dispatch.
Cancelled by Global‑e – The order was cancelled at Global‑e's request before dispatch.
Cancelled by Merchant – The order was cancelled at the merchant's request before dispatch.
Exception Statuses
On Hold by Global‑e – Global‑e may occasionally put orders on hold for issues our services detect. Our Ops and Tech teams actively monitor and promptly resolve these situations as needed.
On Hold by Hub – The Global‑e Hub may occasionally put orders on hold, such as when parcels arrive damaged. In these instances, Global‑e Ops contacts the merchant for further guidance.
Returned by Shipper – The shipper returned the order due to a failed delivery.
Failed Transfer to Shipping – A temporary status for when Global-e fails to generate shipping documents from the shipper.
Lost by Shipper – The shipper lost the order.
Store Collection Statuses
Delivered to Store – The store received the order.
Returned to Store – The customer has returned the order to the store.
Uncollected – The customer has not collected the order from the store.