Order statuses

Every order has two statuses: the order status, which tracks fulfilment from receipt to delivery or return, and the payment status, which tracks whether the customer has paid. This page explains both, the status changes Zid allows, and how to add your own sub-statuses from Orders > All orders > ⋮ > Customize status.

Order statuses

Customers get notified of status changes according to your order notifications. When an order moves to Ready, for example, the customer can get an SMS or an email saying the order will reach them soon, and integrated shipping companies are told the order is ready for pickup from your inventory location.

Allowed status changes

You change an order's status from the Status column of the orders list, from Order status on the order's page, or for several orders at once with Actions > Change order status. The status menu only offers the moves allowed from the current status:

Exceptions to these rules:

• Once a return label has been issued for an order, it cannot be marked Completed again from New, Preparing, Ready or In delivery, a Processing reverse order can only move to Reversed, and a Completed order cannot change status.

• In stores registered as charities, a new donation can only be marked Completed or Cancelled, and a cancelled donation can be reactivated.

• Bulk status changes do not offer the return statuses. Start returns from the order's page. See Returns and refunds.

What Zid asks for when you change a status

Status changes Zid makes for you

Some orders move on without you:

• With an integrated shipping company, the shipment's tracking updates move the order to In delivery once the company collects it, and to Completed once it is delivered. If the customer does not receive the shipment, the shipping company can move the order to Cancelled.

• Paid new orders can move to Ready on their own, and paid orders that need no shipping to Completed, when you turn on the automatic statuses in Order and product properties.

Cancel an order

Cancel an order you will not fulfil, whatever the reason. Its status changes to Cancelled straight away, and the order stays in your orders, under the Cancelled tab, so you can look it up later.

1. In the orders list, select the order's status in the Status column, or open Order status on the order's page. To cancel several orders at once, select their checkboxes, then select Actions > Change order status.

2. Choose Cancelled and confirm. Some orders ask for more first, as the table above shows.

Whether you can cancel depends on how the order ships:

• With your own courier or a shipping company that is not integrated with Zid, there is no shipping label to cancel, so you can cancel the order from any status up to In delivery.

• With Zid Logistics, an order that already has a shipping label asks you to cancel the label first. See Cancel a shipping label.

• If an order with another integrated shipping company cannot be cancelled, contact Zid Support by live chat and give them the order number. See Get help and contact Zid support.

After you cancel:

• The ordered quantities go back to your stock automatically when Automatically return canceled orders' product quantities to inventory. is on in Order and product properties.

• For a paid order, Zid adds a credit note to the order's invoices. See Credit and debit notes.

• You can bring the order back once with Reactivate order, which returns it to New.

Payment statuses

Change the payment status

You can change the payment status yourself only for orders paid by cash on delivery, cash on pick-up, bank transfer or manual payment. Online payments update automatically, and marketplace orders cannot be changed.

1. Select the payment status in the Payment status column of the orders list, or open Payment status on the order's page.

2. Choose Paid or Unpaid.

3. If you chose Paid, confirm.

For several orders, select them in the list and use Actions > Change payment status, then choose Paid or Unpaid and select Save. If the payment status of some orders cannot be changed, Zid tells you.

For bank transfers, you can also confirm the payment from the order's payment card. See Confirm a bank transfer.

Add custom sub-statuses

Stores name the stages of an order differently: for one store, "delivered" means the order has left with the shipping company; for another, that it reached the customer. Sub-statuses split a main status into steps that match how your store works, such as packaging and dispatching under Preparing. They appear under their main status wherever you choose a status, and in the Order status filter.

1. In Orders > All orders, select the more menu (⋮), then Customize status.

   

2. The Customize status page lists the main statuses you can customize. A number next to a status shows how many sub-statuses it has. Select a status to expand it.

   

3. Select the add icon (+) next to a main status to add a sub-status.

4. Fill in the sub-status:

   Field	Rule
   Status name (EN)	The English name
   Status name (AR)	The Arabic name
   Status color	The color of the status badge

   At least one of the two names is required. Name the sub-status after exactly what that stage means for the customer's order, for example "Being packed" under Preparing, and pick a color that tells it apart from the others.

5. Use the switch at the start of the row to turn the sub-status on or off. Turned-off sub-statuses are hidden from the status menus.

6. Drag the handle to reorder sub-statuses.

7. Select Save.

To delete a sub-status, select its delete icon and confirm in Delete Sub-status. This removes it from your order flow and cannot be undone. Select Reset to discard changes you have not saved.

An order in a sub-status follows the rules of its main status. For example, moving an order to a sub-status of Ready asks for the pickup address like Ready does.

Related

• Manage orders

• Order details

• Returns and refunds

• Order notifications

• Order and product properties

Last updated 26 October 2026