Order statuses

The order is kept in this status until the merchant makes the desired changes and pushes it into production. These changes may involve image adjustments, address corrections/updates, item cancelations, etc.

If you wish to offer personalizable products through Etsy, Shopify, or WooCommerce, NeedsPersonalization is a way to go. You can enable this feature in your Fulfillment tab on your Settings page by checking the enable box for the Hold Items For Personalization section. 

• This setting doesn't work with orders that are submitted manually if your account is in the Manual review process.

Orders are being held for review by the Gooten Support Team to ensure your images meet our specifications and will print correctly. Our team will check your images for incorrect cropping, poor quality, aspect ratio errors, and transparent areas, and we'll address issues before releasing them to production. If we find an issue, we'll place your order on hold and reach out via email.

• The Manual review process is a service provided to new partners to ensure the images they upload will print correctly and ensure the order contains no errors. This service is only provided for the first 3-5 orders. You can learn more about the Manual review process.

The order is in a waiting period to allow you to make some changes still such as updating the address, changing images, and canceling the order. The waiting period can last between 0 and 99 hours, and you may change this in your Fulfillment tab on the Settings page. The order is sent to production automatically at the end of the pending period.

• This setting only works if your account is set to Immediate Fulfillment.

The order has been cancelled, and this is usually done by you updating this status.

• Note that the order can only be cancelled before it is sent to production.

The order contains a product that is no longer available in our Product Catalog. In most cases, we will cancel these orders, but if a possible substitute/routing option is available, the Partner Support Team will contact you. 

The order contains a product that is temporarily out of stock from our Product Catalog. Similar to the Discontinued Item Status, we will cancel these orders, but if a possible substitute/routing option is available, the Partner Support Team will contact you. 

This status exists briefly between Pending or Needs Manual Approval and In Production/Printing. This essentially means that the order has been paid for and is on the way to production.

The manufacturer has received the order and is printing it.

• Please note that not all orders will reach this status. They can stay In Production and still be printed.

The order was not produced, or it was pulled from shipping, and a refund was issued. 

There was an error in processing your payment.

• Payment issues usually occur when the order is submitted before you add your credit, debit card, or PayPal account.
• This may also occur if you did not properly fill out your billing address information in the Billing tab on the Settings page.
• Orders may also be held in this status if the payment was declined. Once a new card is added or updated in our system, we will reattempt to charge your updated payment method.
• Orders may stay in this status for up to 15 days before it can no longer be recharged or sent to production.

Items with this status are part of an order that has one or more other items in the Image Issue status. Those items are supposed to be produced by the same vendor and cannot go through to production until all image issues are resolved.

We were unable to verify the customer’s address because our system raised an address validation error.

• In this scenario, you have up to 45 days to correct the address. If the order exceeds 45 days without correcting the address issue, the order will automatically be cancelled.

The order is missing either a first or last name, or an unsupported country has been selected for the order. The order cannot be pushed to production unless the issue is resolved.

There was a problem connecting to the manufacturer’s API.

• Our data team will try to resolve this error, and if they are unable to do so, the order will be placed On Hold, and we will reach out to you.