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Set up custom order statuses

The core order lifecycle — New, Confirmed, Rescheduled, Could not reach, Cancelled — is fixed. Custom statuses let you add your own labels on top of that, to organize your queue the way your team actually works, without touching how orders move through dispatch, delivery, and remittance.

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What a custom status is

A custom status is an extra tag you can put on an order before it’s confirmed — for example Awaiting callback or High value. It:
  • Sits alongside the real lifecycle status, not instead of it.
  • Keeps the order exactly where it already was in the Orders queue.
  • Gets cleared automatically the moment the order moves through a real transition (Confirmed, Cancelled, and so on).
Think of it as a sticky note, not a new stage.

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Where to set them up

  1. Go to Settings → Orders.
  2. Add a new custom status with a name that means something to your team.
  3. Save. It’s now available as an option in the order drawer for pre-confirmation orders.
The system statuses are locked and can’t be deleted or renamed — only your custom ones can.

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When to use one

Reach for a custom status when you need to organize within New or Rescheduled, not to replace them. Good examples: flagging high-value orders for a senior rep, marking orders that are waiting on a callback window, or separating orders that came from a specific campaign. Avoid creating a custom status for anything that’s really a lifecycle event — delivery, remittance, and cancellation already have their own real statuses, and forcing them into a custom label just duplicates data that’s already tracked correctly.

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