> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Order State Breakdown, Adobe Commerce > Order State Breakdown for Adobe Commerce stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) ## At a glance > Distribution of orders across Adobe Commerce / Magento `state` values: `new`, `pending_payment`, `processing`, `complete`, `closed`, `canceled`, `holded`, `payment_review`. Critically, `state` is the system lifecycle (8 fixed values) while `status` is a configurable user-facing label. This card uses `state` because it is comparable across merchants; `status` varies wildly by configuration. | | | | ----------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(orders) GROUP BY state` over the rolling 30-day window. Both percentage of total and absolute count exposed. | | **API field** | `state` from the orders index. Adobe Commerce REST: `GET /rest/V1/orders` returns both `state` (system) and `status` (custom label). | | **The 8 Magento states explained** | `new` (just created, payment not initiated), `pending_payment` (offline payment expected, e.g. bank transfer or net-30 PO), `processing` (paid, fulfilment in progress), `complete` (fulfilled and invoiced), `closed` (refunded in full or fully canceled-after-capture), `canceled` (cancelled before capture), `holded` (manually held by Admin, often for fraud review), `payment_review` (gateway flagged, awaiting decision, e.g. PayPal Pending status). | | **State vs status, why this matters** | `status` can be customised via **Stores > Configuration > Sales > Order Status**. A merchant can rename `processing` to "PO Received" or split `complete` into "Shipped" and "Delivered". Card data uses `state` so different merchants are comparable; the merchant's own admin shows `status` labels. Bridging requires the `status_state_assignments` mapping. | | **`pending_payment` is the one to watch** | A small steady share is normal (offline payment merchants). A growing share is the gateway-callback failure signature, payment was taken but the success callback to Adobe failed, leaving the order in limbo. See [Revenue Drop Alert](/nerve-centre/kpi-cards/adobe-commerce/revenue-drop-alert). | | **`holded` is the manual-fraud-review queue** | A growing share suggests fraud rules are firing more (legitimate); a stable share is operational. CS reviews and either promotes to `processing` or moves to `canceled`. | | **`payment_review`** | Gateway-flagged. PayPal "Pending" status, Stripe risk-review, Authorize.Net review-status. Time-sensitive: most gateways auto-cancel after 24-72 hours if not reviewed. | | **VAT / tax / shipping / discounts / currency** | n/a, this is a count-by-state card, not a value card. | | **Cancelled** | `canceled` is one of the 8 states; counted in its own bucket. | | **Multi-store scope** | All Store Views by default. | | **Time window** | `30D` rolling. Real-time view available for incident detection. | | **Alert trigger** | None on this card; pair with [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) and [Revenue Drop Alert](/nerve-centre/kpi-cards/adobe-commerce/revenue-drop-alert) for alerting. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Adobe Commerce data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A B2B-leaning industrial-supplies merchant on Adobe Commerce 2.4.7. Snapshot 13 May 26, 30-day rolling. 2,840 orders. **State distribution:** | State | Count | % | Healthy band | Diagnosis | | ----------------- | --------- | -------- | ------------ | ----------------------------------------------------------- | | `new` | 4 | 0.1% | \<1% | Normal; orders just created, payment about to start | | `pending_payment` | 184 | 6.5% | 3-8% (B2B) | Within band; mostly net-30 PO accounts awaiting AP approval | | `processing` | 612 | 21.6% | 15-30% | Healthy; in-fulfilment pipeline | | `complete` | 1,894 | 66.7% | 60-75% | Healthy steady-state | | `closed` | 41 | 1.4% | 1-3% | Mostly fully-refunded orders | | `canceled` | 78 | 2.7% | 1-4% | Within band | | `holded` | 22 | 0.8% | \<1% | Slightly elevated; check fraud-review queue | | `payment_review` | 5 | 0.2% | \<0.3% | Normal | | **Total** | **2,840** | **100%** | | | **What this is telling Operations:** 1. **`pending_payment` at 6.5% is on the high side but within B2B norms.** B2B accounts often place POs that wait days for AP department approval before payment hits. DTC stores typically run \<2% in this state; if a DTC store hit 6.5%, it would be a gateway-callback alarm. 2. **`holded` at 0.8% is slightly elevated.** The fraud-rules-review queue has 22 orders parked. CS should drain this within 48 hours; the cost of a stuck `holded` is reputational (legitimate buyer waiting) and operational (fraud window closes after 7 days for most gateways). Drill into the [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) trend, if `holded` stays elevated and cancellation goes up, fraud rules are firing too aggressively. 3. **`processing` at 21.6%.** Calculate average residence time: if processing has 612 orders and orders complete daily at \~63/day, residence time = 612/63 = 9.7 days from paid to complete. For a B2B merchant with 5-7 day fulfilment SLA this is borderline; for a DTC apparel merchant this would be a fulfilment crisis. Drill into [Line Item Fulfillment](/nerve-centre/kpi-cards/adobe-commerce/line-item-fulfillment-status) for SKU-level slowdowns. 4. **`complete` at 66.7%, `closed` at 1.4%.** Total "successfully concluded" orders are \~68%. Magento doesn't auto-flip orders to `closed` on partial refund, so refunded-once orders mostly stay at `complete`; only fully-refunded orders move to `closed`. Don't read `closed` as the refund signal; use [Refund Rate](/nerve-centre/kpi-cards/adobe-commerce/refund-rate). 5. **Cross-reference with status (the user-facing labels).** This merchant has customised `processing` to display as "PO Received" and `complete` to display as "Shipped & Invoiced". If their staff says "we have 1,894 shipped orders this month", they are reading `complete`. The card's `state` view and the staff's `status` view agree because the merchant defines them consistently. 6. **The 4 `new` orders are \<5 minutes old.** Normal latency between order submission and payment-state transition. If `new` builds up over 30+ minutes, the payment gateway routing has stalled. ## Sibling cards merchants should reference together | Card | Why pair it with Order State Distribution | | -------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------- | | [Total Orders](/nerve-centre/kpi-cards/adobe-commerce/total-orders) | The denominator for percentages here. | | [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) | The `canceled` slice as a trended rate. | | [Refund Count](/nerve-centre/kpi-cards/adobe-commerce/refunded-orders) | `closed` is loosely related but not identical (partial refunds stay `complete`). | | [Fulfillment Rate](/nerve-centre/kpi-cards/adobe-commerce/fulfillment-rate) | `processing` to `complete` transition rate. | | [Line Item Fulfillment](/nerve-centre/kpi-cards/adobe-commerce/line-item-fulfillment-status) | The line-level view of `processing`. | | [Revenue Drop Alert](/nerve-centre/kpi-cards/adobe-commerce/revenue-drop-alert) | A spike in `pending_payment` is the gateway-callback failure signature; this card is the diagnostic view. | | [Orders Over Time](/nerve-centre/kpi-cards/adobe-commerce/orders-over-time) | State distribution over time; useful for spotting transitions. | | [`shopify.financial_status`](/nerve-centre/kpi-cards/shopify/financial-status-breakdown) | Shopify peer (Shopify uses `financial_status` and `fulfillment_status` separately, no merged state). | | [`bigcommerce.order_status_breakdown`](/nerve-centre/bigcommerce/order_status_breakdown) | BigCommerce peer with a different state machine. | ## Reconciling against the vendor's own dashboard **Where to look in Adobe Commerce Admin:** > **Sales > Orders** with the **Status** column displayed. The grid shows the `status` (custom label) not the `state`. To compare to this card's state distribution, you need the `status_state_assignments` mapping: **Stores > Configuration > Sales > Order Status > Order Status** lists every status with its underlying state. A merchant with 5 custom statuses on `processing` will see them as 5 grid filters but they all roll up to one bar in this card. For a quick sanity check, group the Sales > Orders grid by Status and count rows by state-equivalent. The Admin Dashboard tile **Last Orders** is too short for sanity-checking distributions; ignore it for this purpose. **Why our number may legitimately differ from the Admin grid:** | Reason | Direction of divergence | | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------- | | **Status vs state**. Admin grid shows `status` (custom labels, can be 1-many to state). This card uses `state`. A status of "Shipped" mapped to `complete` and a status of "Delivered" also mapped to `complete` aggregate together here but show as two filters in Admin. | Card aggregates higher per state | | **Time-zone**. Sales > Orders grid uses Admin user's locale; card uses UTC. Day-edge orders shift. | ±1 day | | **Multi-store scope**. Both default to "All Store Views"; matched. Scope-restricted Admin users see fewer orders. | Vortex IQ ≥ scoped Admin | | **Custom statuses without state mapping**. If a merchant created a custom status without assigning a state (rare but possible via direct DB insert), the order has `status='custom_label'` but `state IS NULL`. Card excludes NULL states; Admin shows the row. | Card under-counts vs Admin | | **`payment_review` race condition**. The state transitions from `payment_review` to `processing` or `canceled` within seconds of gateway response. Snapshot timing matters. | Minor, transient | | **Sync lag**. 5-15 min. | Standard | **Cross-connector reconciliation (when these connectors are connected for this merchant):** | Card | Expected relationship | What divergence tells you | | ---------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | | [`stripe.stripe_charge_status`](/nerve-centre/stripe/stripe_charge_status) | Stripe `succeeded` charges should approximately match `processing + complete + closed` for Stripe-paid orders | If `pending_payment` is high but Stripe shows successful captures, the gateway-callback to Adobe is failing. | | [`paypal.pp_transaction_status`](/nerve-centre/paypal/pp_transaction_status) | PayPal `Completed` transactions should match captured-state Adobe orders for PayPal-paid orders | Divergence flags PayPal IPN/webhook issues. | ***
Documentation cross-reference (for agencies running multiple platforms) * [`shopify.financial_status`](/nerve-centre/kpi-cards/shopify/financial-status-breakdown) (Shopify uses two separate fields, financial\_status and fulfillment\_status) * [`bigcommerce.order_status_breakdown`](/nerve-centre/bigcommerce/order_status_breakdown)
## Known limitations / merchant FAQs **What is the difference between `state` and `status` and which one is "right"?** `state` is the system-level lifecycle (8 fixed values, fixed by Magento core code, not configurable). `status` is a configurable user-facing label, mapped many-to-one onto a state. Neither is more "right"; they answer different questions. Use `state` for cross-merchant comparisons and system-health diagnostics; use `status` for operational workflows. The card uses `state`; your Admin shows `status`. **Why isn't a fully-refunded order in `closed`?** Adobe Commerce flips an order to `closed` only when the *full* `grand_total` has been refunded. Partial refunds leave the order at its prior state (usually `complete`). So `closed` understates "refunded orders" if you have any partial refunds. Use [Refund Count](/nerve-centre/kpi-cards/adobe-commerce/refunded-orders) for refund volume. **`pending_payment` is 8% on my DTC store, is that bad?** For DTC, yes. Online card payments should auto-transition through `pending_payment` in seconds. A persistent 8% means the gateway success-callback path is broken, or you have a high mix of offline payment methods (bank transfer, cash on delivery). Check **Stores > Configuration > Sales > Payment Methods** for the mix and cross-check with [Revenue Drop Alert](/nerve-centre/kpi-cards/adobe-commerce/revenue-drop-alert). **`holded` orders, how do I unblock them?** Go to **Sales > Orders**, filter `Status = On Hold`, open each, click "Unhold" if the Admin user has the ACL. Many merchants leave fraud-review orders here too long; gateway authorisation expires after 7 days, after which the merchant cannot capture even if they decide it's legitimate. Set up a daily ops review. **Why does `processing` keep growing without `complete` keeping up?** Fulfilment is the bottleneck. Calculate residence time: `processing count ÷ daily complete rate = days in processing`. If this exceeds your fulfilment SLA, the warehouse is behind. Drill into [Line Item Fulfillment](/nerve-centre/kpi-cards/adobe-commerce/line-item-fulfillment-status) for SKU-level diagnostic. **My multi-store has different states distributed differently per store, why?** Different Store Views often have different payment methods (US store offers bank transfer, UK does not), different fraud rules, different audiences. Filter the card per Store View to compare. **Can a state regress, e.g. `complete` back to `processing`?** Generally no. Adobe Commerce has a directed state machine: `new` → `pending_payment` → `processing` → `complete`/`closed`. The exception is `holded`, an admin can hold then unhold an order. Refund creates a Credit Memo (separate document) without flipping the order back. **Why is `payment_review` so volatile minute-to-minute?** Because it's a transient state. Gateway returns "review" status; Adobe writes `payment_review`; gateway resolves within seconds-to-minutes; Adobe transitions out. Snapshot timing matters. Use the 30-day average rather than instantaneous count. **Does my Magento Open Source store have all 8 states?** Yes. The state machine is core Magento code, included in Open Source. The B2B-specific extensions (Companies, Quotes) add B2B-flavoured statuses but the underlying state set is unchanged. **The percentages don't add to exactly 100%, why?** Rounding. The card displays one-decimal percentages; the underlying counts are exact. If the total appears as 99.9% or 100.1%, that's the rounding fold. *** ### Tracked live in Vortex IQ Nerve Centre *Order State Breakdown* is one of hundreds of KPI pulses Vortex IQ tracks across Adobe Commerce and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.