Fulfilment states
Fulfilment is the goods axis of an order: where the thing you bought has got to. Money is tracked separately â see Orders and payment.
Every order sits in exactly one fulfilment state, and only certain moves out of it are legal. This is not a display convention: the same table is used by the screens that offer the next step and by the server that accepts or refuses it, so an order cannot be pushed into a state that makes no sense.
Phases
Each state belongs to one of four phases. Phases are what staff filter by; states are the detail underneath.
| Phase | Meaning |
|---|---|
| Open | Accepted, not yet being worked on. |
| In progress | Being made, supplied, shipped or serviced. |
| Done | Complete. No further action expected. |
| Problem | Stopped, and needs a person. |
The main line: a goods order
Most orders are goods â something is made, delivered once, and finishes. This is that path, with the points at which it can be cancelled.
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Two things worth noticing:
- Cancellation stops being offered once the goods are out of the workshop. From Ready onwards the item exists and is moving, so the remedy is a return and a refund rather than a cancellation.
- Allocation can be undone. Allocated can drop back to Verified if a supplier releases the work, and it can be claimed again.
Services and subscriptions
Not every order ends at a doorstep. Work performed â a fitment, an installation, a callout â runs through In service, and a recurring agreement lives in Subscribed between its service cycles.
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Delivered is not always the end. Anything with a fitment or sign-off still outstanding goes from Delivered into In service, and reaches Fulfilled only when the work is done.
A subscription cannot complete on its own. However far through a service cycle it is, Subscribed has no route to Fulfilled or Closed â the only ways out are another cycle, a pause, or being stopped. A stopped subscription can then be filed.
On hold
On hold is a deliberate pause â a query, a stock problem, a customer request. Every live state can enter it, and it returns to where the order came from, which is why it is drawn on its own rather than as a step in the line.
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Full reference
Every state, its phase, and what may legally follow it.
| State | Phase | Meaning | May move to |
|---|---|---|---|
| Awaiting verification | Open | Placed, but nobody has confirmed the order is buildable yet. | Verified, On hold, Cancelled |
| Verified | Open | Checked and buildable. Ready to be allocated to a supplier. | Allocated, Subscribed, In service, On hold, Cancelled |
| Allocated | In progress | Every line item has a supplier who has claimed it. | In manufacture, In service, Verified, On hold, Cancelled |
| In manufacture | In progress | A supplier has started work. | Ready, On hold, Cancelled |
| Ready | In progress | Made, and waiting to be collected or dispatched. | In transit, Delivered, On hold |
| In transit | In progress | On its way to the customer. | Delivered, On hold |
| In service | In progress | Work is being performed rather than made. | Fulfilled, Subscribed, Ready, On hold, Cancelled |
| Subscribed | In progress | An active recurring agreement. | In service, On hold, Cancelled |
| Delivered | Done | The customer has it; fitment or sign-off may still be outstanding. | Fulfilled, In service, On hold |
| Fulfilled | Done | Delivered, and everything owed to the customer is done. | Closed, On hold |
| Closed | Done | Filed. Nothing changes without reopening it. | â |
| On hold | Problem | Paused deliberately. | Back to any live state, or Cancelled |
| Cancelled | Problem | Will not be fulfilled. Any refund is handled on the payment axis. | â |
Terminal states
Closed and Cancelled are ends. Neither has a transition out, and that is deliberate â reopening a filed order should be a considered, recorded act, not a selection in a dropdown.
The single exception is a subscription that has been stopped: Cancelled opens Closed so the agreement can be archived.
Cancelling is not refunding. It records that the goods will not be delivered; the money is returned separately on the payment axis. See Orders and payment.