What happens after I place an order?
The order status timeline from placement to completion, where to follow progress, and how to change or cancel an order.
Written By Andres Kõiva
Last updated 1 day ago
Once an order is placed it moves through a fixed status timeline, shown as a progress tracker on the order detail page.
The status timeline
New: the order has been placed and is waiting for the Raal operations team to pick it up.
Confirmed: Raal has accepted the order and started arranging logistics.
Box in transit: the Raal transport box is on its way to the collection point. Orders where the sender uses their own packaging skip this and the next status.
Box received: the box has arrived at the collection point, and the sender can pack the device.
Device in transit: the device has been collected and is moving through the courier network.
Delivered: the device has arrived at the delivery address.
Completed: the order is closed.
Statuses outside the timeline
Three statuses sit off the normal path. When an order is in one of them, the progress tracker no longer advances:
Under claim: an insurance claim is open on the shipment, usually loss or damage in transit.
Cancelled: the order was cancelled and will not ship.
Unreachable: Raal could not reach the contact at one end to arrange collection or delivery. This one usually needs you to chase the contact or give us a better phone number.
Where to follow progress
Order list: shows the current status next to every order.
Order detail page: shows the progress tracker, the tracking number once the courier label exists, and any comments from the operations team.
Getting emailed about it
Raal can email you when an order is placed, when it is delivered, on every status change, and when Raal posts a comment on the order. You choose which of those emails you receive, and whether they cover only your orders or every order in your company. See Choosing which order events email you.
Changing something after placing
Address change: contact Raal support as soon as you can. Before the courier collects, we can usually swap addresses at no cost. After collection, a change means re-routing, which may cost extra.
Cancellation: also through support. Once a courier pickup has been booked, cancellation fees may apply.
Internal reference: support can update it after placement, and it propagates to invoices and exports.