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What every status badge means
These are the same colored badges you see in your Chats, Orders, Returns, and Customer History tabs — grouped here with a plain explanation of each one, so you can act on them at a glance. Looking for what an Analytics number means instead? →
Chat status
Shown in the Chats tab — tracks where the bot is in a conversation with a customer.
The customer just started chatting. They haven't picked a product yet.
The bot showed the customer its product menu or search results and is waiting for them to pick one.
The bot asked the customer to confirm which size they want and is waiting on a reply.
The bot asked how many of an item they want and is waiting on a reply.
The bot asked if the customer wants to add anything else to their cart and is waiting on a reply.
The bot is collecting or confirming the customer's delivery address.
A payment link has been sent. The bot is waiting for the customer to pay.
The bot has asked the customer why they want to return an item and is waiting on their answer.
The customer asked to speak to a human and the bot doesn't have their Instagram handle saved. It's asking for it before handing the chat over to you — once they reply (or don't), it lands in Stuck either way.
The bot got stuck (couldn't understand a reply, or hit an edge case) and handed the conversation over to you. Needs a manual reply.
The bot has permanently stopped replies to this customer because it detected an unusually high volume of messages in a short time — usually spam or an accidental loop, not a real order.
The order has been placed and confirmed. The conversation is done — nothing further needed from you here.
The order is already placed and paid — this is a courtesy follow-up. The bot asked for the customer's Instagram handle (just so you have it on file to reach them) and is waiting on a reply. Doesn't hold up or affect the order.
The customer's first reply to the handle request didn't look like a valid Instagram username, so the bot asked once more.
The bot's last attempt at getting a valid handle — if this reply also doesn't look right, it gives up and flags it for your team instead of asking again.
The bot asked for the customer's name and is waiting on a reply.
The bot asked for the customer's phone number and is waiting on a reply.
The bot asked for the customer's email (digital orders only) and is waiting on a reply.
The bot asked for the customer's country and is waiting on a reply.
The bot asked for the customer's state and is waiting on a reply.
The bot asked for the customer's city and is waiting on a reply.
The bot asked for the customer's PIN/postal code and is waiting on a reply.
The bot asked for the customer's street address and is waiting on a reply.
The customer asked to edit their saved details and is picking which field to change.
The customer has saved details on file — the bot asked if they want to reuse them for this order.
The bot asked if the customer has a coupon code and is waiting on a reply.
The bot sent the category list and is waiting for the customer to pick one.
The customer has more than one order eligible for return — the bot asked which one.
The bot asked which item(s) on the order the customer wants to return.
The bot asked how many units of the item the customer wants to return.
The customer has more than one order eligible for exchange — the bot asked which one.
The bot asked which item on the order the customer wants to exchange.
The bot showed available sizes for the exchange and is waiting for the customer to pick one.
The customer asked for a human — the bot is confirming they want to be handed over before proceeding.
The bot asked why the customer wants a human and is waiting on a reply.
Order status
Shown in the Orders tab and Customer History — tracks payment for a placed order.
The order exists but the customer hasn't paid yet.
The customer chose to pay manually (UPI ID or bank transfer) and hasn't confirmed payment yet.
The customer says they've paid manually and uploaded a screenshot. It's sitting in your queue for you to Confirm or Reject.
Checkout DM tried to generate a Razorpay payment link for this order and it failed. Needs your attention — the customer can't pay until this is fixed.
Payment has been received and confirmed. This is a completed sale.
The customer reported paying manually (UPI ID or bank transfer) and you confirmed it. Functionally the same as Paid.
This order was rejected — usually because a manually-reported payment couldn't be verified. This is different from a rejected return (see below).
This order was fully returned and refunded — every item on it was covered.
Some items from this order were returned and refunded, but not all of them — the rest of the order still stands.
How the return window works
Why a return request might get accepted (or rejected) on a date that doesn't line up with the order date alone.
Your Return window (set in Profile) is the number of days a customer has to request a return, but what it counts from depends on the order.
For a physical order, once you mark it Shipped, the window counts from your ship date plus a 2-day cushion for transit — so customers get your full Return window from roughly when the order likely arrived, not from when they paid. Until you mark an order Shipped, the customer can ask to cancel it at any time — there's no countdown running yet.
For a digital order, the window always counts from the order date, since there's no shipping involved.
This is why two orders placed on the same day can show different return eligibility: the one that shipped faster started its countdown sooner.
Return status
Shown in the Returns tab — tracks a customer's return request after an order was paid.
The customer has asked to return an item. It's waiting on your Approve/Reject decision.
You approved the return. Stock is restocked automatically and the customer is notified.
You declined the return request. The customer is notified, along with your return policy.
Not a status on its own — this tag appears next to a return's status badge when only some items from the order are being returned, not the whole order.
Exchange status
Shown in the Returns tab and Customer History — tracks a customer's size-exchange request. Only available once the order is delivered.
The customer has asked to swap an item for a different size. It's waiting on your Approve/Reject decision — this can only be approved once the order is delivered.
You approved the exchange. Stock for the new size is swapped automatically — you'll still need to ship it to the customer yourself.
You declined the exchange request. The customer is notified.