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Documentation Index

Fetch the complete documentation index at: https://help.sendocki.io/llms.txt

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An order state (or “standard state”) is the category Sendocki associates with each of your stages to know what it really means.

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Why it exists

Each merchant names their stages differently. Here are three pipelines that mean the same thing:
Merchant AMerchant BMerchant C
”Confirmed""Validated""Customer OK”
For Sendocki, these are just labels. But to calculate a confirmation rate, the system needs to know: “which stages represent a confirmed order?” That’s where the standard state comes in: these three stages are all associated with the “Confirmed” state. You keep label freedom, Sendocki keeps figure consistency.
You can rename “Confirmed” to “Customer validated” without breaking anything. As long as the stage remains associated with the “Confirmed” state, your indicators, automations and integrations keep working.

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The list of standard states

Sendocki uses 9 standard states that cover the entire lifecycle of an order:
Standard stateWhat it meansExamples of possible labels
NewOrder that just arrived, nothing done yet”New”, “Received”, “Inbox”
UnreachableThe customer couldn’t be reached after several attempts”Unreachable”, “No answer”
To confirm by callTo call to confirm (call queue)“To confirm”, “Call queue”
ConfirmedThe customer confirmed their order”Confirmed”, “Validated”, “Customer OK”
ShippedThe parcel left to the carrier”Shipped”, “At carrier”
DeliveredThe customer received their order”Delivered”, “Collected”, “Final OK”
Delivery failureDelivery failed (without definitive cancellation)“Delivery failure”, “To rebook”
ReturnedThe parcel comes back to stock”Returned”, “Store return”
CancelledOrder cancelled”Cancelled”, “Abandoned”
A stage without a standard state stays displayed in the Kanban, but it feeds no indicator and triggers no automation (stock, carrier, commissions). Useful for purely operational stages (e.g. “Preparation”).

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Specify a reason

For three states — Cancelled, Delivery failure and Returned — you can specify a reason. It’s useful for your reports: knowing if your failures come from wrong addresses, unreachable customers, defective products, etc.
  • Customer refused the order
  • Customer unreachable
  • Address issue
  • Duplicate order
  • Price disagreement
You can create several stages for the same reason if your flow demands it. Example: two stages “Cancelled — refusal” and “Cancelled — duplicate”, both associated with the “Cancelled” state but with different reasons.

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What each state can trigger

When an order arrives at a stage associated with a standard state, here’s what Sendocki can do automatically:
Standard stateStockCarrierMain indicator
New——Incoming volume
To confirm by call——Call queue
ConfirmedDeduction possible—Confirmation rate
Shipped—Parcel creationShipping delay
Delivered——Delivery rate, revenue
Delivery failure——Failure rate
ReturnedRestitution possible—Return rate
CancelledRestitution possibleParcel cancellationCancellation rate
Stock movements (deduction / restitution) are triggered only on the stages you explicitly chose in Settings → Stock. See Create your pipeline.

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Essential states

For your dashboard to work correctly, at least one stage must be associated with each of these states:
  • ✅ New — to measure incoming volume
  • ✅ Confirmed — to calculate the confirmation rate
  • ✅ Delivered — to calculate the delivery rate and revenue
  • ✅ Cancelled — to calculate the cancellation rate
If one of these 4 states is not associated with any stage, some dashboard indicators cannot be displayed.

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What’s next?

Recommended stages

See concrete examples of stages and their states

Adjust a stage

Change a stage’s state safely