What do the order statuses mean?

Every order moves through a fixed set of statuses. The order page always shows the current one, and you are notified on every change.

Before work starts

• Draft — the order is still in the wizard and has not been placed. Drafts cost nothing and can be resumed or discarded.
• Awaiting payment — a pay-per-file order that is waiting for its checkout to complete. The supplier does not see the order until payment settles.
• In Queue — the order is placed and paid, waiting for the supplier to pick it up.

While the file is being made

• Processing — the supplier is working on the file.
• Escalated — the order needed extra attention and has been raised with platform support alongside the supplier.

Delivery and after

• Delivered — the modified file is ready to download from the order page.
• Revision requested — you asked for a change after delivery; the supplier is working on an updated file. Revisions are part of the same order.
• Completed — the order is accepted and closed. Orders that stay delivered without a problem are completed automatically after a fixed window — currently 5 days — unless you report a problem first.

Behind the scenes, every delivered file is also compared against your original read on the supplier's side. That check is for the supplier and platform support to act on; it never changes your order's status or delays your download.

When something goes wrong

• Failed — the supplier could not produce the file. Credits are returned automatically; a money payment is refunded.
• Cancelled — the order was cancelled before delivery. Credits or money come back the same way.
• Refunded — the order was refunded after delivery by the supplier or by platform support.

An order you didn't place

Your supplier can place an order on your behalf — after a phone call, for example, or to sort something out for you. Such an order appears among your orders like any you placed yourself and moves through the same statuses; the difference is how it is paid: it is billed on your monthly invoice rather than paid up front. If an order you don't recognise appears, ask your supplier about it from that order's page.

An order looks stuck — what should I do?

Check your supplier's opening hours first — they are shown in the portal header and in the order form's summary while you order. An order placed outside opening hours is normally picked up the next working day. If it stays untouched well beyond that, send the supplier a message from the order page; if there is no response, open a support ticket from that order's row on the Orders page.