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Order Lifecycle & Statuses

Every order in Zimam is in exactly one status at any given time, and that status determines where it shows up in your dashboard and what you can do with it. This page is the reference for every status, what causes an order to move into it, and who is allowed to change it — other order and delivery docs link back here.

Where you see it in the dashboard​

On the Orders page, the tabs across the top show each main status with a live count: Pending, Confirmed, In Transit, Delivered, Returned, Abandoned, Cancelled, Flagged. You can also change an order's status manually from the status dropdown on its row or inside the order's edit view.

The statuses, in order​

1. Abandoned (Draft)​

An order is created in this status automatically the moment a customer starts filling in their phone number at checkout, even if they never finish. This is what lets you follow up on abandoned carts. An abandoned order does not trigger a notification, and it is excluded from performance stats and integrations (Google Sheets, etc.), since it was never actually confirmed as a real order. Once the customer completes checkout, it automatically moves to Pending.

2. Pending​

This is the first "real order" status — either because the customer finished checkout, or because you or a call-center agent created the order manually straight into this status. The moment an order reaches Pending:

  • You get notified of a new order (the notification bell plus a push notification, if enabled).
  • The fraud-check system (Guard) starts assessing the order in the background.
  • The order is automatically assigned to the least-busy available call-center agent, if you have call center enabled and an agent is free.

From here an order usually moves to Confirmed or Call Back after an agent reaches the customer, or to Cancelled.

3. Call Back​

The customer didn't answer, or asked to be called back later. The order stays here until the agent successfully reaches them (back to Pending to retry, or straight to Confirmed or Cancelled).

4. Confirmed​

The customer confirmed the order by phone (or it was confirmed manually). As soon as an order is Confirmed and has a delivery company assigned, it is automatically uploaded to that carrier's platform — no need to re-enter the order manually (see Delivery Setup).

5. In Transit (Shipped)​

This updates automatically once the delivery company reports (via real-time updates) that the parcel has been picked up and is on its way to the customer. You shouldn't normally need to set this by hand.

6. Delivered​

The final, successful status — the parcel reached the customer and cash was collected (Cash on Delivery). This also arrives automatically from the delivery company.

7. Returned​

The parcel went back to the delivery company instead of reaching the customer (refused on arrival, unreachable after several attempts, etc.). This also arrives automatically from the delivery company, and can happen after an order was In Transit or even after it was marked Delivered.

8. Cancelled​

An order can be cancelled manually at any stage before delivery — by you, by an agent, or automatically by the delivery company in some cases (e.g. the customer refuses before pickup).

9. Flagged (Suspected Fake)​

This status is added automatically by the fraud-check system (Guard) after it analyzes the order in the background — nobody sets it manually, and it is never the order's starting status. If an order crosses a certain risk threshold (based on signals like the same phone number or address appearing on previous cancelled orders), it's automatically moved here for you or an agent to review before proceeding. Review flagged orders regularly and confirm they're legitimate before confirming or cancelling them.

Delivery Problem​

An extra status that arrives from the delivery company when a shipment hits a snag (a failed delivery attempt, an alert from the carrier) without yet being classified as returned or definitively cancelled. The problem details (carrier name, tracking number, reason) show up on the order. This status is set automatically from delivery-company updates only — it is not one of the options in the manual status dropdown.

Who can change the status manually​

  • You (the seller) can manually set any order to: Pending, Confirmed, Call Back, In Transit, Delivered, Returned, Abandoned, Cancelled, or Flagged — right from the Orders page, either for a single order or in bulk for several at once.
  • Call-center agents have narrower permissions: they can only move an order between Pending, Call Back, Confirmed, Cancelled, and Flagged — they cannot manually set In Transit, Delivered, or Returned, since those are tied to delivery-company updates.
  • Delivery Problem can't be picked manually by anyone — the system sets it only based on updates from the delivery company.

Good to know​

  • Changing the status of several orders at once (bulk status change) applies to each order independently: if one order fails to update (say, it no longer exists), that doesn't block the rest — you'll get a summary showing which orders succeeded and which failed, and why.
  • Abandoned orders that were never completed stay visible in the status counters even after they become Cancelled or Flagged, but they never count toward your performance stats since they were never confirmed as real orders.
  • There is no separate "Refund" status in the system — the platform runs on Cash on Delivery (COD), and the closest equivalent is Returned, which simply means the parcel wasn't delivered, not that a prepaid amount was refunded.