Understanding order statuses

Every order in Organ360 CRM follows a state machine. A state machine means an order can only move through approved paths, not jump to any status. This keeps operations consistent and makes reporting reliable.

The core states used by most Bangladesh e-commerce teams are Pending, Confirmed, Processing, Shipped, Delivered, Returned and Cancelled.

An order starts as Pending when it is created from a website, inbox, phone call or manual entry. The Confirmation and Fraud Guard module may run a confirmation call, send a WhatsApp button or check a fraud-score before the order becomes Confirmed.

If the customer does not respond or the risk is too high, the order may stay Pending or be Cancelled. This first gate is what protects you from fake orders and RTO losses.

After confirmation the order moves to Processing. Warehouse staff pick, pack and run a barcode scan. When the parcel is handed to the courier, the status changes to Shipped.

The Courier Mesh module books the parcel with the selected adapter, prints the label and updates the tracking code. Supported couriers include Steadfast, Pathao, RedX, eCourier, Paperfly and Sundarban.

When the customer receives the parcel the status becomes Delivered. If the customer refuses or the courier cannot deliver after several attempts, the order may enter the NDR queue and eventually Returned. A Cancelled order is stopped before it ships.

Each status change is logged in the audit timeline and feeds the command dashboard. Your team can see exactly where every order is at any moment.

Statuses are not just labels. They drive the pick list, packing slip, courier booking and COD remittance reports. The ANA dashboard turns status counts into live KPIs such as confirmation rate, delivery rate and return rate.

Saved views in the order list let you create one-click shortcuts like Todays Shipped or Dhaka COD Orders. This keeps the operations team focused on the right queue.