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 areLUNCH,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.
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 isPICKED, 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 offered | Original picked | Marked done | Status |
|---|---|---|---|
| yes | none | — | SUBSTITUTED |
| yes | some | — | PARTIALLY_SUBSTITUTED |
| no | none | yes | UNAVAILABLE |
| no | anything above zero | yes | PICKED |
Quantities above the ordered amount are rejected outright, except for weighed and measured items which may go slightly over — see picking an order.
| no | the full ordered quantity | no | PICKED |
| no | less than ordered | no | PENDING |
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.
🛑 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.
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.