Reservation Lifecycle

Every member order within a fulfillment cycle has a reservation — a record that tracks that individual order from creation through delivery. Each reservation moves through a series of statuses as it progresses. This guide covers every status and how orders transition between them.

Reservation Statuses

Pending

The reservation exists but has not been set up yet. No template has been assigned, or the template has been assigned but the order has not been processed.

What you can do: Assign a template and click Mark Ready (exact set) or Send Selection Email (customer choice).

Pending Choice

A customer choice template was assigned and the member was notified to make selections, but the member has not yet submitted their choices.

What you can do: Click Confirm in the sidebar footer to confirm the pre-selected items on behalf of the member. Or wait for the member to submit.

Confirmed

The member's selections have been confirmed (either by the member or by you on their behalf). The order is ready to be marked as ready for fulfillment.

What you can do: Click Mark Ready for Pickup or Mark Ready to Ship in the sidebar footer.

Charged

Payment has been successfully collected for this order. The order is paid and waiting to be marked ready for pickup or shipping. This is the normal state an order sits in between a successful charge and fulfillment.

What you can do: Click Mark Ready for Pickup or Mark Ready to Ship in the sidebar footer.

Ready

The order has been marked ready for pickup or shipping. For pickup orders, the wine is set aside waiting for the member. For shipping orders, the package is packed and waiting for label generation or carrier pickup.

What you can do: For pickup: click Complete Pickup or Pickup Selected Items. For shipping: configure shipping, then click Mark Shipped.

Awaiting Shipment

A shipping label has been generated and the order is waiting for the carrier to pick it up.

What you can do: Click Mark Shipped in the sidebar footer once the carrier has collected the package.

Fulfilled

The order is complete — the member has either picked up their wine or the shipment has been delivered. No further actions are needed. The sidebar footer is hidden.

Partial Pickup

The member came in and picked up some of their items, but not all. The remaining items are still set aside for them.

What you can do: Click Complete Pickup or Pickup Selected Items when the member returns for the rest.

Failed Charges (Past Due)

A failed charge does not change the order's status. The order stays Confirmed, an outstanding balance is recorded against the member, and the membership is automatically paused until the balance is paid or waived. Inventory stays held the whole time (see Inventory Holds and Blocking Issues).

What you can do: Retry or collect the outstanding balance (the order then proceeds to Charged), waive the balance, the member self-serves a retry, or cancel the reservation to release the inventory. See Failed Payments and Retries.

Skipped

The member elected to skip this cycle or release. The reservation is closed but doesn't count as fulfilled. No further actions.

Released

The reservation was released as part of its release cycle wrapping up. Inventory was returned to stock. No further actions. (Changing an order's fulfillment method or location is handled separately by Change Fulfillment — see Relocating an Order below.)

Cancelled

The reservation was cancelled. The cancellation reason is displayed in the sidebar. No further actions.

Status Transitions

The typical forward path for an order:

Pending → Pending Choice (customer choice) or Ready (exact set) → Confirmed → Charged → Ready → Fulfilled (pickup) or Awaiting Shipment → Fulfilled (shipping)

Orders can also leave the main path:

Any active status → Cancelled (manual cancellation)
Ready → Partial Pickup → Fulfilled (member picks up in multiple visits)
Any active status → Skipped (member opts to skip a release)
Skipped → Pending / Pending Choice (Unskip — see below)
Any active status → Cancelled (Change Fulfillment relocation — see Relocating an Order below)

A failed charge does not appear as a status change — the order stays Confirmed and is surfaced as a past-due / outstanding balance instead (see Failed Charges (Past Due) above).

Relocating an Order (Change Fulfillment)

When you need to change an order's fulfillment method (pickup ⇄ shipping), its location, or both, use the Change Fulfillment button in the member's sidebar. WineView handles this in one unified flow and picks the safest path automatically:

Lossless transfer — When all of the order's items are available at the destination, the items move across as-is. The order keeps its status and selections, and tax is recalculated for the new method/location. Nothing is re-selected.
Full reset — When the items can't be carried over cleanly, the original order is cancelled (returning its inventory to the old location's stock), and a fresh order is created at the destination, re-matched to the right template and reset so items can be set up again.

Either way, a Relocated entry is written to the order's history so you can trace what moved and when. When a reset happens, the cancelled original is recorded with the relocation cancellation reason for audit traceability.

See How to Manage Fulfillment and Process Orders for the on-screen steps and the relocation preview.

Reversing a Paid or Fulfilled Order

Cancelling a member's underlying membership never silently voids an order that has already been paid for. To reverse a paid or completed order, use the dedicated merchant actions:

Cancel & refund a paid order — For an order that has been charged but not yet fulfilled, cancelling it issues the refund and releases the held inventory in the same step.
Refund a fulfilled order — For an order that was already picked up or shipped, refunding it restocks the inventory and cancels the order, recorded with a "refunded by merchant" reason.

Both paths are logged in the order's history and the member's lifecycle log. See Refunds for the refund mechanics.

Editing Items After Setup

You can edit a reservation's item selections at any point in its lifecycle from the member's sidebar:

Pre-charge edits (Pending, Pending Choice, Confirmed) — Fast and free. The new items are saved, inventory is rebalanced, and the order's estimated subtotal is recalculated. No charge runs.
Post-charge edits (Charged, Ready, Awaiting Shipment, Partial Pickup) — Triggers a reconciliation. WineView compares the new selection to what was originally charged, calculates the delta, and either runs an additional charge (if the new selection costs more) or queues a refund (if it costs less). Tax is recomputed at the same time.

The reconciliation preview banner in the sidebar shows the exact charge or refund amount before you confirm.

Waiving Fulfillment Adjustments (Staff Only)

When a pickup or shipping reconciliation would charge or refund the member but you don't want to make that adjustment (e.g., the difference is a few cents, you're issuing a verbal credit, or you want to keep the original charge as-is), you can waive the adjustment from the fulfillment footer:

Click Process Selected or open the member's sidebar.
Review the Reconciliation Preview banner showing the would-be charge or refund.
Toggle the Waive Adjustment checkbox.
Confirm to mark fulfilled without running the charge or refund.

A waive is recorded in the reservation's audit trail with an Adjustment Waived event. The waive is logged for audit and reporting; the original charged subtotal remains as the customer's paid amount.

Unskipping a Release

When a member uses up their available skip credits (or you remove a skip credit from their account), the system can automatically unskip a previously skipped release reservation, moving it back to Pending so the member can re-engage. The unskip path:

Skip credits are deducted from the membership.
The system finds the most recent Skipped release reservation that can still be acted on (release is open or about to charge).
The reservation moves from Skipped back to Pending (exact set) or Pending Choice (customer choice).
The release's template is re-applied so items, bottle count, and estimated subtotal reflect the current tier and release configuration.

Unskips are visible in the reservation history and the member's lifecycle log.

Reservation Audit Trail

Every state change on a reservation is recorded in the History tab of the reservation sidebar. The audit trail captures:

Created — when the reservation was issued.
Items Assigned / Customer Selected / Overage Charged — selection lifecycle.
Confirmed / Marked Ready / Fulfillment Charge / Fulfillment Refund / Adjustment Waived — billing and fulfillment events.
Relocated — the order's fulfillment method or location was changed via Change Fulfillment.
Pickup Completed / Shipped / Tax Adjustment / Status Changed — late-stage lifecycle events.
Historical Repair — an internal data-repair script touched this reservation. These entries are produced automatically by WineView ops and explain any drift correction (e.g., a one-time charged-subtotal fix). You can safely ignore them; they are not customer-visible.

The history view is the source of truth for "what happened on this reservation" and is the first place to look when reconciling a member's account.