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Orders table showing status and fulfillment chips

Orders

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Definition

The Order Lifecycle describes the journey of an Order from creation through fulfillment, completion, and post-order activity. Every order moves through three independent dimensions — Order Status, Payment State, and Fulfillment State — and the combination of all three determines what you can do with the order at any given moment.

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Where do I use it?

  • Filtering and grouping orders in the Orders table
  • Triggering Workflows when an order enters a specific status
  • Deciding whether an order can still be edited, cancelled, or refunded
  • Reporting on revenue, fulfillment performance, and active rentals
  • Driving API integrations that need to react to order state changes

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Order Status, Payment, and Fulfillment

Orders are tracked along three independent dimensions in the admin:
  • Order Status — overall progress of the order (Open / In progress / Closed)
  • Payment State — whether the order is fully paid (Paid / Unpaid)
  • Fulfillment State — physical fulfillment of line items (Unfulfilled / Ready / Partially Fulfilled / Fulfilled)
Each is shown as its own chip in the orders table and on the order detail page. The three dimensions are independent: an order can be Closed even if some line items were refunded, and Open orders may already be Partially Fulfilled.

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Key Properties

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Order Status

The user-facing status shown on every order: TWICE tracks finer internal states for booking, payment-link, and rental transitions, but you rarely need to interact with them directly — the user-facing Open / In progress / Closed status is a projection of those states.

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Payment State

Payment progress is tracked separately from order status. At the order level the rollup is binary: In the API this is paymentStatus, with values PAID and UNPAID. The individual Payments and Invoices behind the order carry finer-grained states — pending, succeeded, partially refunded, refunded, cancelled, expired, and more. See Payments for how payment progress is represented.

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Fulfillment State

The fulfillment chip on an order summarises the state of its line items: For rentals, returns do not move the chip backwards. A returned item counts as fulfilled in the rollup, so an order with some items returned and some still out stays Fulfilled.

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Relationships

  • Order Status is a projection of finer internal states maintained by the backend.
  • Payment State is derived from the linked Payments and Transactions and tracked on each line item.
  • Fulfillment State is aggregated from each line item’s Stock Item commitments.
  • A Workflow can be configured to fire on transitions of any of the three dimensions — see Auto-Fulfillment.

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Lifecycle

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Status Transitions

When: Items are picked up, shipped, or the rental period starts.What happens:
  • Stock items are committed to the order and marked as out
  • Fulfillment chip moves toward Ready or Fulfilled
  • Payment is captured if the channel uses pre-authorisation (the authorised hold is then captured)
Trigger examples:
  • Staff marks all line items as picked up in-store
  • Shipping label is generated and the carrier confirms collection
  • A Workflow on Pickup completed fires

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Cancellation behaviour at each stage

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Edit rules at each stage

Edit permissions also depend on the staff member’s role. See Users & Roles.

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A real-world rental scenario

Customer books 3 items for a 3-day rental on Friday — a mountain bike, a helmet, and a lock. They pay a 30% deposit online at checkout. The remaining balance is collected on pickup.

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FAQs

Yes. Order Status and Payment State are independent. A staff member can close an order manually (for example, after writing off a balance). Use the Payment chip to check outstanding amounts before closing.
Ready means stock items have been prepared and assigned but not yet handed to the customer. Fulfilled means the customer has them. Skipping the Ready step is fine — many merchants only use Unfulfilled → Fulfilled.
No. Fulfilled, returned, and cancelled all count as terminal states in the fulfillment rollup. Once every item is out, returning items one by one keeps the order at Fulfilled — the chip never reverts to Partially Fulfilled.
No. Closed orders are immutable. If you need to re-rent the same items to the same customer, create a new order.
Filter the Orders table by Order Status = In progress. For an API integration, query orders by state=active — see the example below.

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Developer Reference

Orders are exposed as orders in the API.

API: Orders

Open the endpoint in the API reference.

Payments

Payment hierarchy, transactions, and refunds.

Order Types

Rentals, sales, subscriptions, and buybacks.

Stock Item State

How orders commit and release stock items.

Auto-Fulfillment

Automatic stock-item assignment on incoming orders.