> ## 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. # Pending Orders (created/new/open), Salesforce Commerce Cloud > Pending Orders (created/new/open), live count of orders awaiting fulfilment. The operations team's running queue depth. How to read it, why it matters, and how to act on it. **Card class:** [Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) > Live count of orders awaiting fulfilment. The operations team's running queue depth. ## At a glance > A real-time count of Salesforce Commerce Cloud (SFCC, formerly Demandware) orders sitting in `CREATED`, `NEW`, or `OPEN` status, the orders that have been placed but not yet fulfilled. This is the operations team's queue depth. A healthy realm holds a steady pending pool that drains as the warehouse and downstream OMS work through it; a climbing pool means orders are arriving faster than they are being processed, or something downstream has stalled. | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(orders WHERE status IN [CREATED, NEW, OPEN])` right now, pooled across every `siteId` and locale in the realm. These are SFCC's pre-fulfilment statuses: an order that has been placed but not yet shipped, completed, cancelled, or failed. | | **Why it matters** | Pending is the operational pulse. A stable pool is normal, orders flow in and drain out. A rising pool means one of two things: demand outran capacity (a sale, a campaign, a peak day), or the drain stopped (an OMS / WMS sync failure, a paused export job, a downstream outage). The card is a hero because a stalled drain is silent, revenue keeps booking while nothing ships. | | **Reading the value** | A single live KPI number. Read it against the realm's own normal baseline and the time of day / week, not an absolute target. The *rate of change* matters more than the level. | | **The three statuses** | `CREATED` is a freshly placed order before payment confirmation; `NEW` and `OPEN` are confirmed orders awaiting fulfilment. A pool weighted toward `CREATED` points at a payment / confirmation problem; a pool weighted toward `OPEN` points at a fulfilment / downstream problem. | | **Healthy vs stalled** | A healthy pending pool turns over: orders enter and leave within the merchant's normal fulfilment SLA. A stalled pool grows without draining, that is the signal the [Order Processing Backlog](/nerve-centre/kpi-cards/salesforce-commerce-cloud/order-processing-backlog) alert watches for. | | **Currency** | n/a, this is an order count. Pending orders pool across every currency and locale on the realm. | | **Channels / sources** | **Multi-site by design.** B2B trade orders (scheduled, often longer fulfilment cycles) and DTC orders (fast turn) pool together. Per-site filtering separates a B2B scheduling pattern from a DTC fulfilment stall. | | **Unit** | Number | | **Time window** | `RT` (real-time, live snapshot) | | **Alert trigger** | `>2x 30D avg`, driven by `sentiment_key: scc_pending_orders` | | **Sentiment key** | `scc_pending_orders` | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Salesforce Commerce Cloud 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 Fortune-500 fashion retailer running on Salesforce Commerce Cloud B2C, four DTC sites and one B2B portal, fulfilling through a downstream OMS that pulls confirmed orders from SFCC via a scheduled OCAPI export. The snapshot is taken live at 12 Apr 26 09:00 UTC. The realm's normal 30-day average pending pool is about 2,400 orders. | `siteId` | Site / locale | `CREATED` | `NEW` / `OPEN` | Pending total | Normal baseline | | -------------- | ---------------- | --------- | -------------- | ------------- | --------------- | | `RefArch-US` | US DTC, en\_US | 210 | 2,940 | 3,150 | \~1,300 | | `RefArch-UK` | UK DTC, en\_GB | 70 | 880 | 950 | \~520 | | `RefArch-DE` | DE DTC, de\_DE | 50 | 610 | 660 | \~360 | | `RefArch-JP` | JP DTC, ja\_JP | 40 | 290 | 330 | \~180 | | `RefArch-B2B` | B2B trade portal | 5 | 80 | 85 | \~90 | | **Realm-wide** | | **375** | **4,800** | **5,175** | **\~2,450** | Three things to notice: 1. **The pool (5,175) is 2.1x the 30-day baseline (\~2,450), so the `>2x 30D avg` alert fires.** The realm-wide jump is real, but the shape tells you what kind of problem it is. The pool is overwhelmingly weighted toward `NEW` / `OPEN` (4,800) rather than `CREATED` (375), which means orders *are* getting paid and confirmed, they just are not getting fulfilled. That points downstream, at the OMS export or the warehouse, not at checkout. 2. **The next move is to check the drain, not the inflow.** A confirmed-but-unfulfilled pile usually means the scheduled OCAPI export to the OMS stalled, the WMS stopped acknowledging, or a downstream integration is down. See [Order Processing Backlog](/nerve-centre/kpi-cards/salesforce-commerce-cloud/order-processing-backlog), which is the realm-wide alert for exactly this. If instead the pool were weighted toward `CREATED`, the diagnosis flips to a payment / confirmation problem, check [Failed Orders (24h)](/nerve-centre/kpi-cards/salesforce-commerce-cloud/failed-orders-24h) and [Payment Status Distribution](/nerve-centre/kpi-cards/salesforce-commerce-cloud/payment-status-distribution). 3. **B2B is the only site at baseline.** The B2B portal (85 vs \~90 normal) is flat, while every DTC site is roughly 2x. That rules out a B2B-only workflow problem and confirms the stall is on the DTC fulfilment path. Per-site reads are what separate a realm-wide drain failure from a single-site issue. 4. **A pending spike is not automatically bad, context decides.** If a flash sale or a marketing campaign just ran, a 2x pool is the expected, healthy consequence of demand, and the right response is capacity, not panic. The alert is a prompt to look, not a verdict. Pair this card with [Total Orders](/nerve-centre/kpi-cards/salesforce-commerce-cloud/total-orders): if orders are up 2x, a 2x pending pool is draining normally; if orders are flat and pending is up 2x, the drain has stalled. ## Sibling cards merchants should reference together | Card | Why pair it with Pending Orders | | ------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [Order Processing Backlog](/nerve-centre/kpi-cards/salesforce-commerce-cloud/order-processing-backlog) | The realm-wide alert that fires on the same signal. Pending Orders is the live number; the backlog alert is what tells the team to act. Same root signal, different surface. | | [Failed Orders (24h)](/nerve-centre/kpi-cards/salesforce-commerce-cloud/failed-orders-24h) | If the pending pool is weighted toward `CREATED`, the cause is at payment. Failed orders and stuck-pending orders are the two outcomes of a checkout / gateway problem. | | [Total Orders](/nerve-centre/kpi-cards/salesforce-commerce-cloud/total-orders) | The context. A 2x pending pool with 2x order volume is healthy demand; a 2x pending pool with flat orders is a stalled drain. | | [Cancellation Rate](/nerve-centre/kpi-cards/salesforce-commerce-cloud/cancellation-rate) | Unpaid `CREATED` orders that never get paid eventually convert to cancellations. A climbing pending pool often precedes a cancellation rise. | | [Payment Status Distribution](/nerve-centre/kpi-cards/salesforce-commerce-cloud/payment-status-distribution) | If pending is rising because orders are stuck unpaid, the not-paid share moves with it. Read together to confirm a payment root cause. | ## Reconciling against Salesforce Commerce Cloud **Where to look in Business Manager:** SFCC's admin tool is **Business Manager**, reached at a per-realm URL like `https://.business.demandware.net`. To verify this card, go to **Merchant Tools, Ordering, Order Search**, filter **Status** to `New`, `Open`, and `Created` (run them and sum, or use a saved multi-status search), with no date restriction, since pending is a live state not a date-bounded window. For a status breakdown, **Merchant Tools, Site, Reports & Dashboards, Operations** shows the live distribution of orders by status. Other Business Manager views that *look* like the same number but aren't: * **Order Search filtered to `COMPLETED`**: already-fulfilled orders, the opposite of pending. * **Order Search filtered to `CANCELLED` / `FAILED`**: terminal-state orders, not in the pending pool. * **Reports & Dashboards, Sales**: revenue, not a queue-depth count, and it includes statuses outside the pending set. **Why our number may legitimately differ from Business Manager:** | Reason | Direction of divergence | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------- | | **Snapshot timing**. This card is a live snapshot; Business Manager Order Search is read on demand. A busy realm processes orders continuously, so the two reads taken seconds apart can differ. | Either, transient | | **Status set**. This card pools `CREATED`, `NEW`, and `OPEN`. If a Business Manager search omits one of the three, the counts will not match. | Business Manager lower if a status is omitted | | **Site filter scope**. Business Manager defaults to the currently-selected site; Vortex IQ pools every site unless filtered. | Vortex IQ higher than a per-site view | | **Custom status mapping**. Realms with custom pre-fulfilment statuses may hold pending orders under a non-standard status this card does not pool by default. | Vortex IQ may read lower until mapped | | **Time-zone**. Not usually relevant for a live count, but a date-bounded Business Manager search uses site-local time while the card uses UTC. | Boundary only, if a date filter is applied | | **Export lag**. SFCC's Reports & Dashboards warehouse runs 5 to 30 minutes behind; if you reconcile against a report rather than live Order Search, expect lag. | Report lags this card | ## Known limitations / merchant FAQs **What is the difference between `CREATED`, `NEW`, and `OPEN`?** They are SFCC's pre-fulfilment statuses. `CREATED` is a freshly placed order before payment is confirmed; `NEW` and `OPEN` are confirmed orders awaiting fulfilment. This card pools all three because together they are the "not yet shipped, not yet terminal" queue. The split inside the pool is diagnostic: a pile of `CREATED` points at payment / confirmation, a pile of `OPEN` points at fulfilment / downstream. **Is a rising pending pool always a problem?** No. A flash sale, a marketing campaign, or a peak shopping day legitimately fills the pool faster than it drains, and that is healthy demand, not a fault. The alert is a prompt to look. The test is the drain: if order volume rose with the pool, it is draining normally; if orders are flat and pending is up, the drain has stalled. Pair with [Total Orders](/nerve-centre/kpi-cards/salesforce-commerce-cloud/total-orders). **My pending pool spiked but order volume is flat. What does that mean?** The drain stopped. Orders are arriving at the normal rate but not leaving the pending state, which almost always means a downstream stall: a paused or failed scheduled export to your OMS, a WMS that stopped acknowledging, or a downstream integration outage. This is exactly the signal the [Order Processing Backlog](/nerve-centre/kpi-cards/salesforce-commerce-cloud/order-processing-backlog) alert watches. **The pool is weighted toward `CREATED`, not `OPEN`. Why does that matter?** A `CREATED`-heavy pool means orders are not getting paid and confirmed, which is a payment or checkout problem, not a fulfilment one. Check [Failed Orders (24h)](/nerve-centre/kpi-cards/salesforce-commerce-cloud/failed-orders-24h) and [Payment Status Distribution](/nerve-centre/kpi-cards/salesforce-commerce-cloud/payment-status-distribution). An `OPEN`-heavy pool means orders are confirmed but not shipping, which is a fulfilment or downstream problem. **Does this include B2B orders?** Yes. B2B and DTC share the same Order object and statuses. B2B orders often sit in the pending pool longer by design (scheduled deliveries, contractual lead times), so a B2B-heavy realm carries a structurally larger and slower-turning pool. Filter out the B2B `siteId` for a DTC-only view of fulfilment speed. **Why does my number differ from a Business Manager Order Search?** Usually one of three reasons. (1) **Status set**, this card pools `CREATED` + `NEW` + `OPEN`; a Business Manager search that omits one will read lower. (2) **Site-scope**, Business Manager defaults to one site, the card pools the realm. (3) **Snapshot timing**, on a busy realm the live count moves continuously, so two reads seconds apart can differ. Custom pre-fulfilment statuses can also cause a gap until they are mapped. **How do I know what a "normal" pending level is for my realm?** Read it against the card's own 30-day average, which is what the `>2x 30D avg` alert is anchored to, and against time of day and day of week. Pending naturally rises through the trading day and into peak periods. The alert deliberately uses a relative baseline rather than an absolute number, because a healthy pool size is entirely realm-specific. *** ### Tracked live in Vortex IQ Nerve Centre *Pending Orders (created/new/open)* is one of hundreds of KPI pulses Vortex IQ tracks across Salesforce Commerce Cloud 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. 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