Status Meaning

Order received, and order confirmation email sent to customer

Global-e has cancelled the order. Details on reason cancelled by Global-e are in Admin Portal, comments box. Most commonly used when a fraud check is declined. 

Order Cancelled by Merchant (check in-house system for reason)

Order delivered to the customer or their requested collection point

Order dispatched to customer

Order flagged as possible fraud, additional information requested from customer, pending decision from Fraud team. Temporary Status (max 8 hours). Global-e will have contacted the customer to ask for the additional details. Agent should create a support ticket to Global-e to have them reach out to the customer with additional details. Global-e will follow up to advise on resolution of that ticket 

Package lost in transit. Most likely comes up as a result of a customer complaint. Customer would have been refunded.

Check comments box on General Page of Admin Portal for information, contact Global-e CS if further update required.

Payment has not been authorized by the payment provider. Order will not ship.

Awaiting confirmation of payment from the payment provider. Will not export and process until payment is secured; this is a temporary status.

Order received successfully in Global-E's system, has been pushed through to merchant and is ready to be processed and packed for shipment.

Package arrived at Global-e hub and should dispatch the same day Shipping documents printed (own hub & WYOL)

Undelivered package being returned by the carrier - look in comments box for details, contact Global-e CS if you require further info

Package has been returned to merchant

Full order packed & shipped to Global-e hub

Shipping documents prepared (own hub / WYOL (n/a)

Tech issue, usually related to shipping address and normally fixed by Global-e’s logistics team

Tech issue, view comments section on general page for details