{"title":"POS fulfillment statuses","slug":"pos-fulfillment-statuses","url":"https://support.storeconnect.com/articles/pos-fulfillment-statuses","url_markdown":"https://support.storeconnect.com/articles/pos-fulfillment-statuses.md","subtitle":null,"summary":"Reference for all POS fulfillment statuses and substatuses. Shows the 14 statuses a fulfillment can move through across its lifecycle, and the 3 substatuses used during active cart processing.","type":"Help_Documentation","video_url":"","keywords":"POS fulfillment statuses, fulfillment substatus, order lifecycle, fulfillment types, takeaway, delivery, pickup, hold, transfer, reserved, special order, rental fulfillment, on loan, returned, ready for pickup, picked and packed, custom fulfillment status, cart substatus","last_modified":"2026-09-15T02:32:04+0000","body_markdown":"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.\n\n## Fulfillment statuses\n\n| Status | Description |\n|--------|-------------|\n| `requested` | Fulfillment has been requested (initial state for most types) |\n| `ordered` | Item has been ordered from a supplier (used for special orders) |\n| `received` | Ordered item has been received into the outlet |\n| `picked` | Item has been picked from stock |\n| `packed` | Item has been packed and is ready to dispatch |\n| `ready_to_ship` | Item is ready for carrier collection |\n| `shipped` | Item has been dispatched and is in transit between outlets (used for transfer fulfillments) |\n| `ready_for_pickup` | Item is ready for customer collection |\n| `delivered` | Item has been delivered to the customer |\n| `complete` | Fulfillment is fully complete |\n| `on_loan` | Item is out on loan (used for rental fulfillments) |\n| `returned` | Item has been returned |\n| `out_of_stock` | Item could not be fulfilled due to stock unavailability |\n| `missing` | Item cannot be located in stock |\n\n## Fulfillment substatuses\n\nSubstatuses 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.\n\n| Substatus | When it applies |\n|-----------|----------------|\n| `confirm_quantity` | Staff are confirming the quantity before proceeding |\n| `checkout` | The fulfillment is in the active checkout process |\n| `release` | The fulfillment is being released (for example, during a return or cancellation) |\n\n## Custom fulfillment statuses\n\nCustom 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\".\n\nCustom statuses are read-only in the POS. Staff can view them, but cannot transition out of a custom status using the standard fulfillment controls. Use Salesforce flows or automation to manage transitions to and from custom statuses.\n\n## Fulfillment types and statuses\n\nNot all statuses apply to every fulfillment type. The status progression also differs between standard purchase fulfillments and rental fulfillments.\n\n**Standard purchase fulfillments** (`takeaway`, `delivery`, `pickup`, `hold`, `transfer`, `special_order`) progress through statuses relevant to picking, packing, and releasing goods for sale.\n\n**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.\n\nFor reference, the 7 fulfillment types are: `takeaway`, `delivery`, `pickup`, `hold`, `transfer`, `reserved`, and `special_order`.\n\nTo configure which fulfillment types are available in your POS and customize their labels, see [Configure POS fulfillment types and payment methods](pos-fulfillment-configuration)."}