Order Lifecycle

Role: All Staff

Understanding order statuses is essential for all box office staff, managers, and administrators. Every order in Stagemgr follows a defined lifecycle from creation through completion.

Navigation: Stagemgr > Orders > [Any Order Type]

Overview

Every order in Stagemgr has a status that indicates where it is in its lifecycle. The system defines 12 possible statuses, and orders move between them through staff actions, customer activity, and automated processes.

Order Statuses

Status	Description
Hold	Seats are reserved but no payment has been collected. The order is a placeholder awaiting conversion to a sale.
New	The order has just been created and is awaiting initial processing. This is a brief transitory state.
Processing	The order is actively being processed (e.g., payment authorization in progress). This is a brief transitory state.
Processed	Payment has been collected and the order is confirmed. Tickets are ready for pickup or delivery.
Fulfilled	The patron has received their tickets (picked up at will-call, printed, or delivered).
Unclaimed	The performance has passed and the patron never picked up or used their tickets.
Exchanging	The order is in the middle of an exchange operation. The original order holds this status while the new order is being created.
Releasing	The order is in the process of having its seats released back to inventory.
Refunded	The order has been fully refunded. Payment has been reversed and seats released. This is a terminal state.
Exchanged	The order was exchanged for a new order. The original order retains this status permanently. This is a terminal state.
Canceled	The order has been canceled. This is a terminal state.
Split	The order was split into two new orders. The original order retains this status permanently. This is a terminal state.

Status Groups

Stagemgr groups statuses into logical sets used throughout the system for filtering, reporting, and determining available actions.

Group	Statuses	Purpose
Held	Hold	Orders reserving seats without payment
Holding Seat	Hold, New, Processing, Processed, Exchanging, Releasing, Fulfilled	All orders that are currently occupying a seat in inventory
Transitory	New, Processing	Brief intermediate states during order creation
Unprocessed	Hold, New, Processing	Orders that have not yet completed payment
Attending	Processed, Fulfilled	Confirmed patrons expected to attend
Settled	Processed, Fulfilled, Unclaimed, Refunded, Exchanged	Orders that have reached a stable state
Finalized	Processed, Fulfilled, Unclaimed	Completed orders with collected revenue

State Diagram

                    +-------+
                    | Hold  |
                    +---+---+
                        |
                        v
  (New Order) ---> +-------+     +------------+
                   |  New  | --> | Processing |
                   +-------+     +-----+------+
                                       |
                                       v
                                 +-----------+
                          +----->| Processed |<-----+
                          |      +-----+-----+      |
                          |            |             |
                          |     +------+------+      |
                          |     |      |      |      |
                          |     v      v      v      |
                     +---------+ +----+---+ +-+--------+
                     |Fulfilled| |Exchange| |  Refund  |
                     +---------+ +----+---+ +----------+
                          |           |
                          v           v
                    +-----------+ +----------+
                    | Unclaimed | | Exchanged|
                    +-----------+ +----------+

Common Workflows

New Sale (Standard)

1. Staff creates order and enters payment
2. Order passes through New and Processing automatically
3. Order arrives at Processed
4. Staff fulfills the order at will-call --> Fulfilled
5. If unclaimed after the performance --> Unclaimed

Hold, Then Process

1. Staff creates a hold order --> Hold
2. Patron confirms and provides payment
3. Staff processes the hold --> Processed
4. Normal fulfillment follows

Exchange

1. Staff initiates exchange on a Processed or Fulfilled order
2. Original order --> Exchanging
3. New order is created with new performance/seats
4. Original order --> Exchanged (terminal)
5. New order --> Processed

Refund

1. Staff initiates refund on a Processed or Fulfilled order
2. Payment is reversed
3. Order --> Refunded (terminal)

Split

1. Staff splits a multi-ticket order
2. Original order --> Split (terminal)
3. Two new orders are created as Processed

Available Actions by Status

Status	Available Actions
Hold	Process (convert to sale), Cancel
New	None (transitory -- resolves automatically)
Processing	None (transitory -- resolves automatically)
Processed	Fulfill, Exchange, Refund, Cancel, Split, Refund to Donation
Fulfilled	Exchange, Refund, Split, Refund to Donation
Unclaimed	None (terminal for most purposes)
Exchanging	None (resolves when exchange completes)
Releasing	None (resolves automatically)
Refunded	None (terminal)
Exchanged	None (terminal)
Canceled	None (terminal)
Split	None (terminal)

Terminal States

Orders in Refunded, Exchanged, Canceled, or Split status cannot be modified further. If a mistake was made, a new order must be created manually.

Quick Reference

The most common statuses you will work with day-to-day are Hold, Processed, and Fulfilled. The transitory states (New, Processing) pass by automatically and rarely require attention.