When a customer places an order, it is created in the Global-e system.
The diagram below illustrates the regular order workflow:
This workflow correlates to the following statuses:
- Received by Global-e – the order was received by Global-e, i.e. – payment approved and fraud cleared. Orders in this status can be fulfilled by merchant
- Fraud Check Challenge – orders in this status are under manual review by the Global-e Fraud team and should not yet be fulfilled
- Pending Payment – orders in this status are being processed by the relevant PSP, but are not yet approved and should not yet be fulfilled
- Received in Hub – order has been processed by merchant and is awaiting pickup by the relevant shipper or dispatch to the Global-e Hub
- Dispatched to Customer – order has been dispatched to customer. NOTE: this will be the last status for orders that were shipped via an untracked shipping service
- Delivered to Customer – order has been delivered to customer. NOTE: only orders shipped via tracked shipping service will reach this status
In addition, there are the following relevant statuses:
- Cancelled by customer – order was cancelled by customer request prior to dispatch
- Cancelled by Global-e – order was cancelled by Global-e request prior to dispatch
- Cancelled by Merchant – order was cancelled by merchant request prior to dispatch
- On hold by Global-e – sometimes orders will be placed on hold by Global-e due to any issues that were automatically detected by our services. Global-e Ops and Tech Ops regularly monitor orders in this status and fixes the issues whenever required
- On Hold by Hub – sometimes orders will be placed on hold by the Global-e hub.
For example, if the parcel is damaged on arrival to the Global-e hub. In these cases, Global-e Ops will contact the merchant for further instructions - Returned by Shipper – undelivered orders will often receive this status once relevant information is received from the shipper