FMCG orders show two separate status fields:
- Status tracks the order's operational lifecycle, such as Draft, Confirmed, Shipped, or Delivered.
- Sync status tracks whether the order record has been sent to Sage 200, such as Pending, Syncing, Synced, or Failed.
These fields do not mirror each other. For example, Confirmed + Synced means the order is ready for fulfilment in EDGE Sword and Sage has accepted its sales-order record.
Please note:
- A successful Sage sync does not make an order Shipped or Delivered.
- Shipping or delivery does not guarantee that the order was synced to Sage.
- The Not synced list filter includes orders with no sync status, failed orders, and orders that are still Pending or Syncing.
Order status
| Status | What it means | How it is marked |
|---|---|---|
| Draft | The cart or order has not been confirmed | Set when an order is created. An abandoned draft normally expires after 48 hours. |
| Confirmed | The order passed confirmation and is ready for fulfilment | Set after pricing, stock, credit, backorder, and invoice checks succeed. |
| Shipped | The order has left the warehouse or van | Set when the driver finalizes the delivery load and the trip enters In transit. |
| Delivered | Delivery has been recorded | Set when proof of delivery is submitted as Delivered or Partial. A refused delivery remains Shipped. |
| Cancelled | The order was cancelled | Currently imported from a Sage sales order marked Cancelled. |
| On hold | Processing is paused — usually Sage credit control when exposure exceeds the customer limit, or a manual hold in Sage | Imported from a Sage sales order marked On Hold. EDGE does not set On Hold from stock shortages. |
| Disputed | The order is under dispute | Currently imported from a Sage sales order marked Dispute. |
| Printed | Sage marked the sales-order document as printed | Currently imported from Sage. Printed orders can be eligible for picking. |
| Lost | The order is treated as lost | Currently imported from a Sage sales order marked Lost. |
The normal EDGE Sword lifecycle is:
flowchart LR D[Draft] -->|Confirm order| C[Confirmed] C -->|Finalize delivery load| S[Shipped] S -->|Proof of delivery| X[Delivered] D -->|Draft expires| E[Automatically removed]
What happens during confirmation
When a user confirms a Draft order, EDGE Sword:
- Recalculates order pricing
- Checks the credit limit when enforcement is enabled
- Reserves available stock
- Keeps approved shortage lines as backorders
- Creates or reuses an invoice for committed lines
- Changes the order to Confirmed
- Queues a Sage transfer when all Sage requirements are met
Insufficient stock, an exceeded credit limit, invalid order data, or an invoice/reservation error can stop confirmation.
Backorders and despatch status
Backorders do not create another order-header status. A Confirmed order can contain both Committed and Backordered lines.
Despatch progress is also stored separately as None, Partial, or Full. This is why a partially delivered order can have:
- Order Status: Delivered
- Despatch/receipt status: Partial
FMCG reporting widgets labelled Fully Shipped, Partially Shipped, or Not Shipped use despatch progress rather than the order-header Status.
Sage sync status
| Sync status | What it means | How it is marked |
|---|---|---|
| Not synced | No Sage transfer was queued | Shown when the sync field is empty, usually because Sage does not apply or a requirement is missing. |
| Pending | The transfer is waiting in the Sage queue | Set immediately after confirmation or manual retry when all Sage requirements pass. |
| Syncing | A worker is sending the order to Sage | Set when processing starts. |
| Synced | Sage accepted the order, or the order was imported from Sage | Stores the Sage order ID and sync time on outbound success. |
| Failed | The transfer did not complete | Stores the technical Sage sync error for review and retry. |
The Sage logo in the Orders list provides a quick visual:
- Full-colour logo — Synced
- Pulsing logo — Pending or Syncing
- Grey logo — no sync status or Failed
Open the order detail to distinguish a Failed transfer from an order for which Sage does not apply.
When automatic Sage sync runs
EDGE Sword queues an outbound Sage sales order only when:
- The order has just become Confirmed
- The customer has a Sage customer ID
- The tenant has an active, non-expired Sage 200 connection
- Sales Orders / SOP sync is enabled
- The queue is available
If a requirement is missing, the order can still become Confirmed, but its Sync status remains empty and the UI shows Not synced.
flowchart LR
C[Order confirmed] --> Q{Sage requirements met?}
Q -->|No| N[Not synced]
Q -->|Yes| P[Pending]
P --> Y[Syncing]
Y -->|Accepted| S[Synced]
Y -->|Error| F[Failed]
F -->|Manual retry| P
Retry a failed or unsynced order
Open the order and select Retry Sage sync or Sync to Sage. Bulk retry is also available from the Orders list.
An order is eligible only when:
- Order Status is Confirmed
- It does not already have a Sage order ID
- It is not already Synced, Pending, or Syncing
- The customer and Sage integration requirements are now valid
- You have permission to update the order
Important: Retry currently requires the order to remain Confirmed. A never-synced order that has already moved to Shipped or Delivered cannot be queued through the current retry action. Resolve expected Sage transfers before dispatch.
For Failed orders, review Sage Sync Error, correct the customer mapping, connection, configuration, or rejected data, and retry.
Common combinations
| Status + Sync status | Interpretation |
|---|---|
| Draft + Not synced | Normal order still being prepared |
| Confirmed + Pending | Confirmation succeeded and the Sage job is queued |
| Confirmed + Syncing | Sage transfer is in progress |
| Confirmed + Synced | Ready for fulfilment and accepted by Sage |
| Confirmed + Failed | Operational confirmation succeeded, but Sage transfer failed |
| Confirmed + Not synced | Check customer Sage ID, connection status, and SOP settings if Sage was expected |
| Shipped/Delivered + Synced | The order progressed after a successful Sage transfer |
| Shipped/Delivered + Not synced | The order advanced before Sage sync; the standard retry action is no longer eligible |
| On hold/Disputed/Printed/Lost + Synced | Usually an order imported from Sage with that Sage document status |
Inbound Sage orders
Inbound Sage SOP sync maps Sage document states to EDGE Sword order statuses and marks imported records Synced.
- Sage Draft, or Live with
is_draft, becomes Draft - Sage Live becomes Confirmed
- Sage Cancelled, On Hold, Dispute, Printed, and Lost map to their matching statuses
- Sage Complete currently becomes Shipped when despatch/receipt is Full; otherwise it becomes Delivered
- An unknown Sage status defaults to Confirmed
An inbound re-sync can update an existing order's Status from Sage. If the displayed state changes unexpectedly, compare the Sage document status, draft flag, and despatch/receipt state.
Troubleshooting
Confirmed but Not synced
Check:
- The customer has a Sage ID
- Sage 200 is connected and active
- The integration has not expired
- Sales Orders / SOP is enabled in sync settings
Failed
Open the order detail, read Sage Sync Error, correct the issue, and select Retry Sage sync.
Pending or Syncing
Allow a short processing period; the order detail refreshes while a transfer is active. If Syncing remains unchanged for an unusually long time, contact an administrator or support because a worker interruption may require recovery before retry.
Portal says Delivered while Status is Shipped
Order tracking can display Delivered when the delivery date has arrived even if the stored order Status is still Shipped. Proof of delivery is the event that changes the stored Status to Delivered.