Why Statuses Matter
Every order you place moves through a series of statuses in your panel's order history. These statuses are your window into what is happening with the customer's order — and they are also the source of most "where is my order?" questions. If you can read a status and know exactly what it means and what to do, you can answer those questions in seconds with facts instead of guesses. This guide covers the six statuses you will see.
The Status Table
| Status | What it means | What you should do |
|---|---|---|
| Pending | Your order was received and is waiting in the queue; delivery has not started yet. | Nothing yet — this is normal right after ordering. If it stays pending far beyond the service's stated start time, consider contacting panel support. |
| Processing | The panel has picked up the order and is preparing or beginning delivery. | Wait and watch. Tell curious customers their order is being prepared — accurate and reassuring. |
| In progress | Delivery is actively happening; the count on the customer's account should be rising. | Monitor normally. Only act if progress stalls well beyond the service's average time. |
| Completed | The full ordered quantity was delivered. | Verify the delivery if you can, update your records, and confirm completion to the customer. |
| Partial | Only part of the quantity could be delivered. The panel refunds the undelivered portion to your balance automatically. | Check how much was delivered, inform the customer honestly, and refund or credit them for the missing portion. |
| Canceled | The order will not be delivered at all — usually because the service became unavailable or the target was invalid. The full cost returns to your balance. | Refund the customer in full (or offer a replacement service), explain briefly, and re-order only if the underlying issue is resolved. |
What "Partial" Really Means for Your Customer
Partial is the status beginners handle worst, so it deserves special attention. Suppose a customer ordered 5,000 units and the order shows partial with 3,200 delivered. The panel automatically refunds the cost of the 1,800 undelivered units to your balance. Your responsibility is to pass that fairness onward: tell the customer exactly what happened ("3,200 of your 5,000 were delivered"), and refund or credit them for the missing 1,800 according to your own pricing. Hiding a partial delivery and hoping the customer does not notice is one of the fastest ways to lose trust permanently.
How to Talk to Customers About Delays
Most status questions are really anxiety questions. A few principles handle them well:
- Report the actual status. "Your order is in progress and about half delivered" is infinitely better than "it is coming soon."
- Give the fact, then the next step. "It has been pending longer than usual, so I have contacted support and will update you" shows you are handling it.
- Never invent a reason. If you do not know why an order stalled, say so: "I do not know the cause yet, but I am looking into it." Customers respect honesty far more than confident-sounding fiction.
- Message first on bad news. If an order goes partial or gets canceled, tell the customer before they ask, along with what you are doing about it. The message is unpleasant either way; delivering it yourself preserves the relationship.
Order statuses are not just panel trivia — they are the vocabulary of your customer support. Learn the six, act on each correctly, and the most stressful part of reselling becomes routine.