What does each order and parcel status mean?
Order statuses
- New: paid and sent to the courier. The label appears once the courier confirms.
- In queue: waiting for the courier's confirmation.
- In transit: at least one parcel has been collected and is moving.
- Completed: the courier has finalised the transport of every parcel: delivered, left at a pickup point, or returned. It is not proof of delivery to the door; check the parcel events.
- Partially completed: some parcels are finalised, others are still moving.
- Rejected: the order was submitted, but the courier rejected it. The operations team reviews it manually; if you cannot wait, a free full refund is granted.
- Cancelled: the order was cancelled by you, or automatically after a failed collection.
- Refunded: the refund has been made to your balance or card.
Parcel statuses
- New, Prepared, Accepted: before collection.
- Problem: the courier reported something, most often Collection Problem. An uncollected order is cancelled automatically after 3 days in this status.
- In transit, Delivery ready: moving, then out for delivery.
- Completed, Cancelled, Refunded: final.
What each status lets you do in Manage Order
- Cancel Order: while the order is New or Rejected, up to 7 days after the collection date.
- Rebook Collection: once the order is Cancelled after a failed collection, once per order, within 5 days. On a live order it offers Check with the courier instead.
- Request Refund: once the order is Cancelled, if it was not rebooked, within 28 days of the collection date.
- Update Address: after the courier reports a wrong address.
- Request Redelivery: after a failed delivery attempt.
- Search Request: when the courier reports the parcel as not located; add a description and photos so it can be found.
- Dispute Delivery: once the order is Completed and the parcel did not arrive, within 24 hours.
- Submit Claim: once the courier has recorded the parcel as damaged or lost.