Understanding Order Statuses

Order statuses show where each order is in its journey, from creation to completion. They help your team know what to do next and keep service flowing smoothly across POS, Kiosk, online ordering, and any connected delivery partners.

To Get Started

Go to Orders > Active Orders to monitor live orders and move them forward. For past and in-progress history, go to Orders > Order History. Use the Status filter to quickly find orders that need attention.

Status Reference

New Order

• What it means: A new order has arrived and is waiting for your decision.
• When it appears: Most common for online or third-party orders. Orders created on TechSuite POS or Kiosk usually skip straight to Preparing or the next stage.
• What to do: Open the order and Accept or Reject it.

Tip

Enable Auto-Accept per channel in Integrations to skip manual approval

On Hold

• What it means: The order is paused and won’t progress.
• When it appears: You or your staff put the order on hold from TechSuite POS.
• What to do: Resume the order from held orders panel to proceed.

Accepted

• What it means: You’ve approved the order to proceed.
• When it appears: You press Accept Order in the order details.
• What to do: Begin prep. If the KDS module is enabled, the order will appear on KDS for the kitchen team.

Rejected

• What it means: You declined the order.
• When it appears: You pressed Reject because you cannot fulfil it.
• What to do: No further action the customer is notified and the order will not be prepared.

Cancelled

• What it means: The order was cancelled before fulfilment.
• When it appears: Usually initiated by the customer, sometimes by staff or third parties.
• What to do: No prep required. The record remains for reports.

Awaiting Payment

• What it means: The order exists but payment is not confirmed.
• When it appears: Common with kiosk or online orders that haven’t completed checkout.
• What to do: Payment must be completed before preparation begins.

Preparing

• What it means: The kitchen or barista team is making the items.
• When it appears: After acceptance when production starts.
• What to do: Work the order through to the next stage such as Ready to Collect or On the Way.

Ready to Collect

• What it means: The order is prepared and waiting for pickup.
• When it appears: Takeaway or pickup workflows.
• What to do: Hand over to the customer or move to Collected when picked up.

Bill Requested

• What it means: The customer has asked for the bill.
• When it appears: Dine-in scenarios.
• What to do: Present and process payment.

Note

Bill Requested applies to dine-in only.

 

Collected

• What it means: The customer has received the order in-store.
• When it appears: After pickup.
• What to do: Nothing further kept for reporting.

Completed

• What it means: The order is fully finished and paid.
• When it appears: End of the workflow.
• What to do: Nothing further kept for reporting.

On the Way

• What it means: The delivery has left the store and is en route.
• When it appears: Delivery orders after dispatch.
• What to do: No action customer tracking reflects this status.

Delivered

• What it means: The order reached the customer successfully.
• When it appears: After delivery completion.
• What to do: None the order is closed and remains in history.

What’s Next?

Set up Order Notification Sounds so you never miss a New Order alert.