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Order statuses

Order Status and Order Line Status​

These statuses apply to every order Click and Collect picks, including store transfers — see order types. Statuses are string values; treat the set as open and handle a value you do not recognise rather than rejecting it.

These transitions are made by a picker working in the Hii Retail Inventory app — where this page says the App or "All done!", that is what it means. See who does the picking.

Order​

  • CREATED - The initial status when the order is created from the eCommerce.
  • IN_PROGRESS - A picker has started picking the items in the order.
  • PAUSED - The order is paused, this is done to indicate to other pickers why the order is not completed. Currently, the supported pause reasons are LUNCH, BREAK, END_OF_SHIFT, OUT_OF_STOCK, AGE_RESTRICTED_ITEMS.
  • PICKED - The picker is done with the order and does not plan to do any other changes.
  • READY_FOR_DELIVERY - Everything the store had to do is finished and the order is waiting to be handed over — to the customer collecting it, or to a driver.
  • CANCELLED - When either the picker cancels the order in the App OR when a customer cancels the order in the eCommerce site.
  • DELIVERED - Set by the store employee when the items leave the store, either from customer pickup or when the delivery driver comes to collect.
  • DELETED - Only used by support if something wrong has happened.

The usual path of an order: CREATED when it arrives, IN_PROGRESS once a picker starts, PICKED when the store is done, READY_FOR_DELIVERY while it waits to be handed over, and DELIVERED when the goods leave the store. A picker can pause an order with a reason, and picking resumes from PAUSED. An open order can be CANCELLED by the customer or the store. DELETED is used only by support.

Order Line​

  • CREATED - Initial state, nothing is picked yet of both main item and no substitutions added.
  • PENDING - Picking has started but the line is not finished: some of the quantity has been picked and the picker has not marked the line done. Also called "partially picked" or "in progress". It means the picker expects to come back to this item.
  • SUBSTITUTED - The picker could not find the item and offered a replacement instead. Nothing of the originally ordered item was picked.
  • PARTIALLY_SUBSTITUTED - The picker found some of the ordered item and made up the shortfall with a replacement. Both the original and the substitute are on the line.
  • PICKED - The line is finished. Either the full ordered quantity was picked, or the picker picked some of it and marked the line done anyway. 🛑 A short pick is PICKED, not a separate status — the quantity on the line is what tells you whether it was short.
  • UNAVAILABLE - The picker marked the line done having picked nothing — the shelf was bare and there was no substitute. Also called "non-deliverable". Marking it stops this picker and any other from looking for the item again.
  • CANCELLED - The customer decides to remove an item from their existing order when updating the order.
  • DELETED - Only used by support if something wrong has happened.

How a line reaches its final status​

Three things decide it: whether a substitute was offered, how much of the original was picked, and whether the picker marked the line done.

Substitute offeredOriginal pickedMarked doneStatus
yesnone—SUBSTITUTED
yessome—PARTIALLY_SUBSTITUTED
nononeyesUNAVAILABLE
noanything above zeroyesPICKED
nothe full ordered quantitynoPICKED
noless than orderednoPENDING

Quantities above the ordered amount are rejected outright, except for weighed and measured items which may go slightly over — see picking an order.

A substitution outranks the pick state. Once a replacement is on the line, the status describes the substitution rather than the quantity — which is why there is no "substituted and finished" status. And removing the last substitute puts the line back where the quantity alone would have put it.

How an order line gets its status. If a substitute is on the line, the status describes the substitution: PARTIALLY_SUBSTITUTED when some of the original was picked, SUBSTITUTED when none was. Without a substitute, a line marked done is PICKED if anything was picked and UNAVAILABLE if nothing was. A line not marked done is PICKED once the full quantity is picked, and PENDING until then.

🛑 A partial pick is PICKED. If the customer ordered 2, the picker found 1 and marked the line done with no substitute, the status is PICKED and the picked quantity is 1. There is no separate "partially picked" status — compare the picked quantity against the ordered quantity if you need to know whether an order was fulfilled in full. This is the single most common misreading of this page.

A short pick has the same status as a full one. Two lines for Baked Beans 400g, both ordered 2: on one the picker found 2, on the other 1 and marked the line done. Both lines are PICKED. Only the quantities show that the second customer gets one tin less, so compare the picked quantity with the ordered quantity.

CREATED, CANCELLED and DELETED do not come from picking. CREATED is where every line starts; the other two arrive from the customer's side of the order.

The "done" flag is a signal to other pickers, not a completion requirement. A line can be marked done with a quantity below what was ordered — that is the picker saying "I have handled this, do not come back to it" rather than "this is complete". An order does not need every line marked done before it can be finished.