--- title: "Understand order queues and statuses" description: "Interpret Pending, In Progress, Active, Completed, and Cancelled queues without treating a queue label as the final order state." canonical: https://docs.ordering.co/docs/products/business-app/orders/groups-statuses/ --- # Understand order queues and statuses Use the order queues to focus on orders at a similar operational stage. A queue is a group of underlying order statuses; open the order before making a decision because the card's status is more specific than the queue label. ## Before you start - Sign in to the intended project and select **Orders**. - Confirm the business and account scope. The queue includes only orders returned for the signed-in account. - Refresh after reconnecting or changing queues. Realtime updates can help keep a queue current, but they are not a freshness guarantee. ## Queues and status groups | Visible queue | Meaning in the current workspace | Common statuses included by default | Operator action | | --------------- | ------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------- | | **Pending** | Orders that have not moved into the in-progress group. | **Pending** and **Preorder**. | Open the order and verify its exact status before accepting or rejecting it. | | **In Progress** | Orders in an active preparation, pickup, or delivery stage. | Accepted, ready-for-pickup, driver, customer-arrival, and other active fulfillment statuses. | Follow the exact status and fulfillment type shown on the order. | | **Active** | A configured combined view in the phone or narrow layout that replaces **Pending** and **In Progress**. | The default union of pending, preorder, and in-progress statuses. | Treat it as a combined work queue, not as a distinct server status. | | **Completed** | Orders whose configured workflow has reached a completed state. | **Completed**, delivery completed by driver, and pickup completed by customer. | Review the order details if you need to confirm how it completed. | | **Cancelled** | Orders in a rejected, failed, cancelled, or not-picked-up state. | Rejected, rejected by business or driver, failed pickup or delivery, cancelled by customer, and not picked up by customer. | Open the order to distinguish the exact outcome; the queue label does not identify who ended the order. | The visible status tags below a queue narrow that group. Select one or more tags to limit the list, or select **All** to restore every status in the current queue. ## Variations and limits - In the phone or narrow layout, project configuration can combine **Pending** and **In Progress** into **Active**. This is a workspace grouping change, not a new order status. - The wide-tablet workspace always renders separate **Pending**, **In Progress**, **Completed**, and **Cancelled** tabs in the current source. It does not render an **Active** tab. - When the combined-queue option is enabled, the wide-tablet list controller can still initialize the combined group while the visible tabs remain separate. Do not assume the wide-tablet tabs and loaded group are aligned in that state; use the phone or narrow layout and verify the exact card status. - The current Business App uses the default status membership listed above. Do not expect custom queue-group membership in this app. - Switching a queue starts a separate paginated read for that queue. A loading, empty, or error result applies to the selected scope; it does not prove that no orders exist elsewhere. - Source and API evidence describe intended reads at the pinned versions. They do not prove deployed app, API, websocket, or notification parity. ## Troubleshooting | What you observe | Interpretation | Next action | | ------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Active** appears instead of **Pending** and **In Progress** on a phone or narrow layout. | The project has the combined-queue option enabled. | Work from **Active**, then verify each card's exact status. | | A wide tablet shows separate tabs while the project uses the combined queue. | The current wide-tablet tabs do not switch to **Active**, even though the underlying list can initialize the combined group. | Do not treat the selected tab as proof of the loaded group. Use the phone or narrow layout, verify the exact card status, and report the tablet mismatch to Ordering support. | | An order moved to another queue. | Its status changed and the client regrouped it. | Open the destination queue and verify the order details before acting. | | A queue is empty after selecting status tags. | The selected status combination has no returned orders, or the read is stale or scoped differently. | Select **All**, refresh once, and confirm the project, business scope, and connection. | | The queue label and expected workflow do not match. | A queue label is broader than the exact order status, or the wide-tablet combined state is not aligned. | Use the status shown on the card or order details; switch to the phone or narrow layout if the tablet state is unclear. | | A completed or cancelled order still appears elsewhere. | The list can be stale while a read or realtime update is pending. | Refresh and wait for the current read to finish before taking another action. | ## Related articles - [Monitor orders on a phone](https://docs.ordering.co/docs/products/business-app/orders/phone-queue/) - [Use the tablet order workspace](https://docs.ordering.co/docs/products/business-app/orders/tablet-workspace/) - [Search and filter orders](https://docs.ordering.co/docs/products/business-app/orders/search-filter/)