What does the order status mean?

You can follow the status of your order under the 'Orders' Section on your BrandsGateway Account.

• Incomplete Orders that are automatically forwarded through our plugin are with status 'Incomplete'. For such orders, you need to finalize the order by paying for it in the 'Orders' Section under your BrandsGateway Account.

• Pending Payment You have added items to your cart, but you haven't selected a payment method to finalize the transaction.

• On Hold Your order is on hold until we confirm the payment. Once the payment is confirmed, we will process your order.

• Failed The payment for the order was not successful. Please contact our support team at support@brandsgateway.com for further instructions.

• Processing Payment for your order has been confirmed, and the products have been retrieved from the warehouse (s). The parcel will leave the warehouse within 24-48 hours, with the exception of public holidays or orders placed during the weekend.

• Processed The package has been prepared and is awaiting pickup by the Freighter company.

• Completed All of the products from the order have been collected, and the tracking number is visible inside the order on your BrandsGateway Account.

Note: Freight companies don't work on weekends.

• Canceled The order has been canceled.

• Partially Refunded A partial refund has been issued for the order.

• Refunded A full refund has been issued for the order.

Go back to BrandsGateway.

Updated on: 01/06/2026