Your gift's status will let you know where it is in the ordering process!
When a fan purchases a gift for you, it will first be marked as "queued" on your dashboard.
"Queued" means that we have received the order, and once the payment is confirmed it will be sent to our Ordering Team. If we receive a large influx of orders at once your item may be in "queued" for a little longer than usual, but it should switch to the next status soon!
The order will then be processed and marked as "processing". An agent will order the item soon or it will continue along to the automatic ordering system for partnered & Amazon items! Payout items will be sent to your Throne balance and marked "Credited".
If an item is in "queued" or "processing" status for more than 7 days, please make a support ticket!
Once a gift is ordered on the merchant's website, it will be marked as "ordered" status. Depending on whether the item was ordered through our automated system (such as for partner stores or some Amazon items), it may also indicate when an item has "shipped". The status does not always change to "shipped", as this can only change if we receive an update from the merchant. This does not mean the item has not shipped if it is still in "ordered" status!
If you are unsure where your gift is, please submit a tracking request from your dashboard.
Other statuses
"Issue" status means there was a problem with the order and we need your assistance to complete the order. This could mean that we are missing information about the size, color, or style, or perhaps the price entered originally is now incorrect (missing shipping or the merchant changed the price). Read more about what to do if there is an issue with your order here.
"Failed" is similar to "issue" in the sense that something went wrong with the order. You will have the option to refund your fan or to your Throne balance.
"Credited" means that we have directly credited your Throne Balance for the value of this gift (this will appear for all Payout items).
"Refunded" means that this item was refunded to your fan or your Throne balance.
"Returned" means that this item was confirmed returned by the merchant and you now have the option to refund to your fan or your Throne balance.
"Hold" or "Disputed" means that there was an issue with this payment and our payment processor, Stripe, has flagged this purchase. These items can take time for Stripe to investigate, as they have to make sure there is no fraud or stolen credit cards. You should have received an email in this case.
"Complete" is a status that you select from your Orders page to show that you have received the gift.
"Delivered" is set on orders with automatic tracking, and is an automated status set only when the tracking information shows that the item has been delivered. You can read more about this here.