Order Lifecycle

Every member order within a fulfillment cycle has a order - a record that tracks that individual order from creation through delivery. Each order moves through a series of statuses as it progresses. This guide covers every status and how orders transition between them.

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Order Statuses

Pending

The order exists but has not been set up yet. No template has been assigned, or the template has been assigned but the order has not been processed.

What you can do: Assign a template and click Mark Ready (exact set) or Send Selection Email (customer choice).

Pending Choice

A customer choice template was assigned and the member was notified to make selections, but the member has not yet submitted their choices.

What you can do: Click Confirm in the sidebar footer to confirm the pre-selected items on behalf of the member. Or wait for the member to submit.

Confirmed

The member's selections have been confirmed (either by the member or by you on their behalf). The order is ready to be marked as ready for fulfillment.

What you can do: Click Mark Ready for Pickup or Mark Ready to Ship in the sidebar footer.

Ready

The order has been marked ready for pickup or shipping. For pickup orders, the wine is set aside waiting for the member. For shipping orders, the package is packed and waiting for label generation or carrier pickup.

What you can do: For pickup: click Complete Pickup or Pickup Selected Items. For shipping: configure shipping, then click Mark Shipped.

Awaiting Shipment

A shipping label has been generated and the order is waiting for the carrier to pick it up.

What you can do: Click Mark Shipped in the sidebar footer once the carrier has collected the package.

Fulfilled

The order is complete - the member has either picked up their wine or the shipment has been delivered. No further actions are needed. The sidebar footer is hidden.

Partial Pickup

The member came in and picked up some of their items, but not all. The remaining items are still set aside for them.

What you can do: Click Complete Pickup or Pickup Selected Items when the member returns for the rest.

Payment Failed

The charge for this order was attempted and failed. Inventory is still held for this order - see Inventory Holds and Blocking Issues for why.

What you can do: Resolve via the member's payments tab (retry charge), the member self-serves a retry, or you cancel the order to release inventory.

Skipped

The member elected to skip this cycle or release. The order is closed but doesn't count as fulfilled. No further actions.

Released

The order was reset (e.g., the fulfillment method or location was changed and items needed to be re-selected). Inventory was returned to stock. No further actions.

Cancelled

The order was cancelled. The cancellation reason is displayed in the sidebar. No further actions.

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Status Transitions

The typical forward path for an order:

Pending → Pending Choice (customer choice) or Ready (exact set) → Confirmed → Ready → Fulfilled (pickup) or Awaiting Shipment → Fulfilled (shipping)

Orders can also leave the main path:

• Any active status → Cancelled (manual cancellation)
• Any active status → Payment Failed (charge failure)
• Payment Failed → back to previous status (successful retry)
• Ready → Partial Pickup → Fulfilled (member picks up in multiple visits)
• Any active status → Skipped (member opts to skip a release)
• Skipped → Pending / Pending Choice (Unskip - see below)
• Any active status → Released (fulfillment relocation - method or location change requiring item re-selection)

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Editing Items After Setup

You can edit a order's item selections at any point in its lifecycle from the member's sidebar:

• Pre-charge edits (Pending, Pending Choice, Confirmed) - Fast and free. The new items are saved, inventory is rebalanced, and the order's estimated subtotal is recalculated. No charge runs.
• Post-charge edits (Charged, Ready, Awaiting Shipment, Partial Pickup) - Triggers a reconciliation. MemberZone compares the new selection to what was originally charged, calculates the delta, and either runs an additional charge (if the new selection costs more) or queues a refund (if it costs less). Tax is recomputed at the same time.

The reconciliation preview banner in the sidebar shows the exact charge or refund amount before you confirm.

Store orders charged a live carrier quote are also re-quoted for shipping when a post-charge edit changes the items, because a bigger or smaller box costs a different amount to ship. The shipping difference is charged or refunded when you save, shown in the preview with "Shipping re-quoted at the new {service} rate." If the carrier can't re-quote, the customer's original shipping price is kept and the preview says so. Address and pickup or shipping changes re-quote the same way. See Shipping Configuration.

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Waiving Fulfillment Adjustments (Staff Only)

When a pickup or shipping reconciliation would charge or refund the member but you don't want to make that adjustment (e.g., the difference is a few cents, you're issuing a verbal credit, or you want to keep the original charge as-is), you can waive the adjustment from the fulfillment footer:

1. Click Process Selected or open the member's sidebar.
2. Review the Reconciliation Preview banner showing the would-be charge or refund.
3. Toggle the Waive Adjustment checkbox.
4. Confirm to mark fulfilled without running the charge or refund.

A waive is recorded in the order's audit trail with an Adjustment Waived event. The waive is logged for audit and reporting; the original charged subtotal remains as the customer's paid amount.

When you complete many orders at once (bulk Complete All Pickups or Mark All Shipped), choose Use each program's setting, Waive for everyone or Charge everyone under Item price differences instead. See Item Price Differences in Bulk.

Shipping is waived separately from items. When you switch a paid order to shipping, Waive shipping means the member isn't charged shipping, then or when the label is created; switching to pickup, Don't refund shipping keeps the shipping already charged. Waived shipping is recorded as a Shipping Charge Waived event. See Change Fulfillment Button.

On a store order charged a live carrier quote, the same shipping checkboxes appear when an address change, item edit, or pickup or shipping change re-quotes it: Waive shipping (don't charge $X) forgives an increase (and the order isn't charged shipping again), and Don't refund shipping (keep $X) keeps what was charged instead of refunding it.

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Unskipping a Release

When a member uses up their available skip credits (or you remove a skip credit from their account), the system can automatically unskip a previously skipped release order, moving it back to Pending so the member can re-engage. The unskip path:

1. Skip credits are deducted from the membership.
2. The system finds the most recent Skipped release order that can still be acted on (release is open or about to charge).
3. The order moves from Skipped back to Pending (exact set) or Pending Choice (customer choice).
4. The release's template is re-applied so items, bottle count, and estimated subtotal reflect the current tier and release configuration.

Unskips are visible in the order history and the member's lifecycle log.

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Order Audit Trail

Every change to an order is recorded in the order's audit trail, and the Timeline in the order's fulfillment sidebar shows one entry for each recorded event, for subscription, release and store orders alike. Each entry has a title, the amount when money moved, the staff member who recorded it and the time in your business's time zone. Alongside the order's own steps (created or placed, ready, picked up or shipped), it lists:

• Overage Charged - a member choice upgrade above the tier's base was charged.
• Additional Charge or Charge Failed - an extra charge when the order was fulfilled, and whether it went through.
• Refund Issued - including refunds issued from the Transactions page or your Stripe dashboard, recorded against the order they paid for (see Issuing Refunds).
• Refund Failed - a refund that didn't go through and needs following up.
• Credit Issued - a credit to the member, for example when they received less than they paid for.
• Charge Waived and Shipping Charge Waived - a difference or a shipping charge your staff waived.
• Tax Adjusted and Shipping Adjusted - tax recalculated, or shipping re-quoted or changed.
• Fulfillment Changed - for example "Switched from pickup to shipping".
• Order Moved - the order moved to another location, naming both ("Moved from Downtown to Eastside"), with any items the new location doesn't stock.
• Partial Pickup - each partial pickup visit.
• Order Corrected - MemberZone fixed a data problem on the order (for example a one-time total correction). You can safely ignore these; members never see them.

The timeline is the source of truth for "what happened on this order" and the first place to look when reconciling a member's account.

Who can see an order's history

An order's history and timeline are visible only to staff of the order's own business who have the Process Orders permission, and to MemberZone support. A membership's history needs the View Customers permission in that business. Members don't see these trails.