Follow orders: fulfillment and payment
Every order has two separate statuses. Fulfillment shows how far the work has got, and Payment shows whether the order has been paid. The two change independently of each other, so an order can be delivered but not paid, or paid but not started. You follow both in Sales › Orders.
How Fulfillment is set
Fulfillment follows the requests on the order:
Value | When the order has it |
|---|---|
Not started | Every request on the order still has a status from the Pending state. |
In progress | At least one request has moved out of Pending, and the order is not finished. |
Delivered | At least one request reached Completed, and all the others are Completed or archived. Delivered on shows the date. |
Stopped | Every request was archived, and none reached Completed. |
What counts is the state each request's status belongs to, not the name of the status. So if a request type has no status in the Completed state, orders with requests of that type never become Delivered. See Understand statuses and the three states.
If an order has no requests, you set its Fulfillment yourself. As soon as a request is linked, Fulfillment follows that request and your own value no longer applies; to move it, change the request's status instead.
A subscription order is never Delivered or Stopped. It shows the number of open requests instead. See Sell a subscription with packages.
How Payment is set
Payment follows the documents on the order:
Value | When the order has it |
|---|---|
Awaiting payment | Nothing has been paid yet. |
Partially paid | Some of the order's documents are paid, but not all. |
Paid | The total is paid. |
Partially refunded | Some of the paid documents were refunded. |
Refunded | All of the paid documents were refunded. |
Canceled | The order was cancelled. |
A subscription order shows the state of its subscription instead: Trialing, Active, Past due or Paused.
Because each document is always paid in full, an order is Partially paid only when it holds several documents and only some of them are paid. Anything that a paid order triggers, such as an automatic invoice, happens only once the whole order is paid.
With Stripe, documents are marked as paid automatically. With a manual payment method, someone on your team marks them. See Mark a document as paid or refunded.
Tabs and filters in the Orders list
The Orders list has five tabs: All, Ready to start, In progress, Delivered and Subscription.
Ready to start shows orders that are fully or partly paid but where the work has not started yet. Cancelled and refunded orders do not appear there. All hides cancelled orders too; a filter brings them back.
You can filter the list by Client, Fulfillment and price, with Price from and To. The + button adds more filters, such as Payment status, Service type, Billing type or Order source.
If a status is not what you expected, open the order's History. It lists every change, the reason for it, and whether a person or Zendo made it.
Cancel an order
To cancel an order, open its ⋯ menu and select Cancel order, then give a reason. Two optional checkboxes let you also record a refund and archive the order's open requests.
Cancelling stops the work, but by itself it neither refunds nor charges anything. To refund the client, use Mark as refunded on the document. A cancelled order disappears from Ready to start.
Related
- Mark a document as paid or refunded
- Put a second document on the same order
- Understand statuses and the three states
- Track delivery on the order, without requests
- A payment did not change the order's status
Updated on: 09/11/2026
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