Order Statuses

Overview

Every order carries a status that tells you exactly where it stands. This page explains each status, how orders move between them, and how to read the Order Activities log on an order’s details page to see exactly what happened and when.

Status	Meaning
Created	Being built — nothing sent to the kitchen yet
Sent to Kitchen	All items are with the kitchen
Partially Sent	Some items are with the kitchen; newly added items still need sending
Held	Paused — the kitchen is told to hold; resume later
Completed	Paid — an order becomes Completed when payment is taken
Cancelled	Cancelled after it reached the kitchen at least once
Void	Cancelled before it ever reached the kitchen
Refunded	Fully refunded
Partially Refunded	Refunded less than the total — can still be refunded fully later

Requirements

Signed in to the POS app

Steps

Working statuses, in Active Orders

Active Orders shows the working statuses: Created, Sent to Kitchen, Partially Sent, and Held.

Active Orders list showing Created, sentToKitchen, partiallySent, and Held orders — The four working statuses, side by side.

Final statuses, in Order History

Order History shows the final statuses: Void, Cancelled, Partially Refunded, Refunded, and Completed.

Order History list showing Void, Cancelled, Partially Refunded, Refunded, and Completed orders — The five final statuses, side by side.

Void vs Cancelled — read the Order Activities

Both mean the order was called off — the difference is the kitchen. Open the order and check its Order Activities log to see which happened:

Void: the log jumps straight from Order Created to Order voided — it never reached the kitchen.
Cancelled: the log shows Order Created → Order sentToKitchen → Order cancelled — it was sent at least once before being called off.

Both require a cancellation reason.

A Void order's activity log: Created then voided, with no sentToKitchen step — Void — Created, then voided directly.

A Cancelled order's activity log: Created, sentToKitchen, then cancelled — Cancelled — it reached sentToKitchen before being cancelled.

Completed and refunds — read the Order Activities

Taking payment marks the order Completed — the log shows each payment added (even split across methods) and then Order completed / Payment Confirmed. A refund on a completed order adds its own entries: the reason, the amount, and which payment method it went back through. Refunding everything marks the order Refunded; part of it, Partially Refunded. Refunds can never exceed what was paid.

A Completed order's activity log showing a split payment across two methods — Completed — payments added, then Order completed.

A Refunded order's activity log showing the refund reason and payment method — Refunded — the log shows the reason and the refund method.

Held and back again

Hold pauses an order — the kitchen is told to hold it. Unhold returns it to the status it had before. Held orders stay in Active Orders.

Move to Active

While you’re building an order, Move to Active (from the New button or the More menu) parks the current order in Active Orders as it is, so you can start a fresh one. It’s not available from Order History — finalized orders stay final.

Blocked moves — and the errors you’ll see

Statuses only move along the paths above. When an action would break them, the app refuses it with a message like:

Cannot transition from “created” to “completed”.

The most common way to hit this: giving items for free by cancelling them. Cancelled items can never be paid or completed — so when you go to pay, the app blocks it. To make items free, use Compliment instead: the items stay on the order at zero price, the order can be paid and completed, and the giveaway is recorded with a reason.

In short:

Cancelled and Void are final — a cancelled item or order can’t be paid or completed.
Refunded is final; Partially Refunded can only go on to Refunded.
Free item? Compliment it, don’t cancel it.

Notes

Active Orders shows working statuses only — Created, Held, Sent to Kitchen, Partially Sent. Everything final — Completed, Cancelled, Void, Refunded, Partially Refunded — lives in Order History.

Whenever you’re unsure why an order ended up in a status, open it and read its Order Activities log from top to bottom — every step, who did it, and when, is recorded there.

Troubleshooting

An order shows Cancelled when you expected Void? Check the Order Activities log — if Order sentToKitchen appears before the cancellation, that’s the deciding factor, even if its items were cancelled afterwards one by one.

Seeing “Cannot transition from … to …” when paying? Items were probably cancelled instead of complimented. Cancelled items can’t be paid — re-add the items and use Compliment to give them for free.