# StoreConnect Support

POS fulfillment records track each item's delivery or collection state from the time it is added to a cart through to completion. A fulfillment record is created for each cart item when a fulfillment type is assigned.

## Fulfillment statuses

| Status | Description |
|--------|-------------|
| `requested` | Fulfillment has been requested (initial state for most types) |
| `ordered` | Item has been ordered from a supplier (used for special orders) |
| `received` | Ordered item has been received into the outlet |
| `picked` | Item has been picked from stock |
| `packed` | Item has been packed and is ready to dispatch |
| `ready_to_ship` | Item is ready for carrier collection |
| `shipped` | Item has been dispatched and is in transit between outlets (used for transfer fulfillments) |
| `ready_for_pickup` | Item is ready for customer collection |
| `delivered` | Item has been delivered to the customer |
| `complete` | Fulfillment is fully complete |
| `on_loan` | Item is out on loan (used for rental fulfillments) |
| `returned` | Item has been returned |
| `out_of_stock` | Item could not be fulfilled due to stock unavailability |
| `missing` | Item cannot be located in stock |

## Fulfillment substatuses

Substatuses are active during the cart and checkout process. They appear alongside the main status to indicate where in the checkout flow a fulfillment currently is.

| Substatus | When it applies |
|-----------|----------------|
| `confirm_quantity` | Staff are confirming the quantity before proceeding |
| `checkout` | The fulfillment is in the active checkout process |
| `release` | The fulfillment is being released (for example, during a return or cancellation) |

## Custom fulfillment statuses

Custom statuses can be set on fulfillment records via the Salesforce API or automation rules. When the POS encounters a status that is not in the predefined list above, it displays the status with a sentence-cased label. For example, a custom status of `awaiting_approval` displays as "Awaiting approval".

Custom statuses are read-only in the POS — staff can view them but cannot transition from a custom status using the standard fulfillment controls. Use Salesforce flows or automation to manage transitions to and from custom statuses.

## Fulfillment types and statuses

Not all statuses apply to every fulfillment type. The status progression also differs between standard purchase fulfillments and rental fulfillments.

**Standard purchase fulfillments** (`takeaway`, `delivery`, `pickup`, `hold`, `transfer`, `special_order`) progress through statuses relevant to picking, packing, and releasing goods for sale.

**Rental fulfillments** (`reserved`, and rental variants of `takeaway`, `pickup`, `hold`, `transfer`, `special_order`) follow a different progression that includes `on_loan` and `returned` states before reaching `complete`. The release action button for rental fulfillments shows **Loan items** instead of Release items.

For reference, the 7 fulfillment types are: `takeaway`, `delivery`, `pickup`, `hold`, `transfer`, `reserved`, and `special_order`.

To configure which fulfillment types are available in your POS and customize their labels, see [Configure POS fulfillment types and payment methods](pos-fulfillment-configuration).

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StoreConnect Support — https://support.storeconnect.com