When an order’s status doesn’t do what you expect

Check these first

Check the current status, whether it is active, and your Change order status permission. Confirm the store has published a status map.

Open Activity and read the movement row. Map movements end with Connection:; other changes identify Triggered by and a reason.

Read How statuses work and Change an order's status for the expected behavior.

The order moved by itself

1. 1

   Step 1: Read the triggering activity

   Look for the payment, signature, purchase-order, shipping or cancellation event near the status movement. Note the connection name.

   The record now gives you a specific cause to investigate. A manual status choice can move again after information its connections read changes.

   A customer change request can move an eligible order to Changes Requested. Closed, signed or ever-paid orders do not take that request movement.

2. 2

   Step 2: Test the connection

   Open the status map and test the order against the published map. Choose the relevant event or check its current state.

   Read which connection would move it. If the rule is wrong, edit the draft and republish after testing.

   Ready to Ship while stocked items remain in-store

   Purchasing readiness counts PO-covered lines and special-order lines awaiting a PO. Tracked stock lines without POs do not hold it back. Once the table arrives, an order can become Ready to Ship while its stocked chairs remain on the showroom floor.

You cannot choose the status

1. 1

   Step 1: Read the permission or waiting reason

   For a missing status in the order-page picker, check whether it is inactive. Leaving review and converting a quote require additional permissions.

   The field's help names the missing right. A greyed Next status row explains its trigger or conditions on hover.

2. 2

   Step 2: Assign missing vendors

   If the refusal asks for vendors, assign them to the affected lines before choosing a purchasing-eligible status.

   Save the corrected order and retry the intended move. A status change does not supply a vendor for an incomplete line.

3. 3

   Step 3: Check bulk-change restrictions

   For a bulk update, select no more than 200 orders. Check for locked orders, missing vendors and records outside your change scope.

   Open a locked order individually and follow the indicated Force Edit route when your role permits it. See Bulk changes.

   A purchase order also needs a status marked Eligible for purchase orders. A status that sounds like purchasing progress is not necessarily eligible.

4. 4

   Step 4: Read a paused-status banner

   If Order statuses are paused appears, automatic movement and automatic status email are paused.

   Manual changes and Next status remain available and can still send the status email under the normal rules.

   Use the banner to explain the current behavior. Do not change unrelated connections to compensate for a paused process.

No status email was sent

1. 1

   Step 1: Check the destination's email

   Open the status and read Email. If it says to add the status to an email group, do that in Settings›Branding›Emails; otherwise confirm its group has a template to send.

   A group can send on only 1 status. Draft never sends customer status emails.

   

   If the summary says the group has no template, add and publish the intended email design before expecting that notification.

2. 2

   Step 2: Check how the movement happened

   For manual changes, inspect Send status emails when staff change a status. Bulk changes follow the staff-change behavior.

   For an automatic movement, inspect Send the status's email on the connection. See Which emails go out.

   Purchase-order, review and save-again movements are silent. They can update the status correctly without sending a message.

3. 3

   Step 3: Check email suppression reasons

   Move emails are skipped for events older than 7 days, late syncs, register hand-overs, online checkout orders, split delivery parts and catch-up checks.

   If the movement should have sent, continue with Emails not arriving. That guide covers delivery after the notification rules allow sending.

If it still fails

Capture the order number, current status, exact refusal or waiting reason, and the relevant Activity row. Note whether the map is published.

If the same connection keeps producing the wrong outcome, review its conditions and priority, then test before publishing.

Otherwise, contact support at support@meetorderpilot.com with that evidence. Include the connection name rather than only the destination status.