Orders and Order Statuses

On this page, you will find the Order status explanations.

Status
Buying	This is a Buy order status, and it usually indicates that the customer started the order.
Hold	Most often this is s a compliance-related status. It may occur for various reasons most common are: The customer went over the limit he chose to transact in (example: the customer chose the transaction range in which you do not collect phone number or ID but then inserted more fiat into the machine and automatically step in your next compliance level). In this case, you need to consult your KYC/AML compliance program and your compliance officer on what you need to collect from a customer before you Reopen the order. Customer transacted over the Threshold limit. If you have activated a Threshold limit, Buy orders higher than your defined Threshold amount done by not approved customers will be placed on Hold automatically. Hold status will give you time to check if the customer and his order are fully compliant with your compliance program (example: if the ID picture is clear and legible, if there are no signs of illegal activity or anything that your compliance program predicts) If you are using BitRank API subscription, and have assigned and activated BitRank treshold, then if a customer uses a wallet that falls under that Threshold, the order will be placed on Hold. In this case, you need to contact your compliance officer and decide how to proceed as per your compliance program. To Fulfill the order which is in a Hold status, you will need to click on "Mark as Reopen" the order.
No Funds	No Funds status indicates that the hot wallet does not have enough bitcoins to fulfill the order. The operator needs to add bitcoin to the hot wallet and then "Mark as Reopen" transaction in order to fulfill the transaction.
Bad Wallet	Bad wallet status indicates that the wallet which the customer scanned is not a bitcoin wallet. Note: By mistake or in confusion people sometimes scan Bitcoin cash wallets or other cryptocurrency wallets, even their private keys (they may also remove the QR code too quickly before it's fully picked up by the machine). You can recognize if the scanned wallet address is not a bitcoin wallet address by searching for the wallet address directly on one of the explorers. Wallet address in order is displayed as a hyperlink and you can also check the wallet address directly on one of the offered explorers, for example, blockchain.com , and if the wallet is not a BTC wallet you should see the blockchain.com wallet error page. To resolve and Fulfill the transaction, the customer will need to provide you the correct bitcoin wallet address where you can send bitcoins from the transaction in question. You can then manually change the wallet address for the order using the Order Edit option. Once you have added the correct wallet address for the order and Saved the change, you can Reopen the transaction and bitcoins will be sent to the new wallet address.
Blocked	Most often this is s a compliance-related status, and it indicates that the wallet address is blacklisted. To remove a wallet from the blacklist consult your compliance program and your compliance officer. If you decide that you want to remove a wallet from the blacklist you can simply delete the blacklist entry under the tab Wallets Blacklist. Always consult your compliance before removing any wallet from the Blacklist. To learn how to place or remove a wallet address from a blacklist see: Wallets and Phone Blacklist
Partial	Partial status is a Sell order status, and it means that the customer, for his order, did not send the full amount of bitcoins he should but instead he sent only a partial amount. Note: Customers often forget that you as an operator charge the fee so instead of sending you the right amount of bitcoins they adjust it to send the exact amount of USD they want to cash out. Also, some wallets do not add a bitcoin transaction fee on top of the sent amount but subtract it, so not intentionally customers may send you a few satoshis less. But always keep in mind that in some orders, people can send much less (even on purpose), so always ensure to check how many bitcoins you have received directly on the blockchain. When Order is in status Partial assure to check directly on the blockchain how much bitcoins you have received and you can request from a customer to send the remaining amount. If you received fewer bitcoins, you need to calculate how much is the difference, it's up to you if you will accept the lesser amount and "eat the fee" or you will you ask the customer to send you the rest. To allow the customer to pick up the full amount of cash for his Sell order you will need to place an order in the status "Received" , only when the order is in status "Received" the customer can redeem his Sell voucher.
Pending	This is a Sell order status and it indicates that the customer did not sent bitcoins for his order.
Unconfirmed	This is a Sell order status and it indicates that bitcoins received are not yet confirmed on the blockchain. After the transaction is confirmed on the blockchain order status will automatically change to one of the below statuses: Received - and only then the customer will be able to cash out (redeem) his Sell voucher Partial - (see status Partial)
Received	This is a Sell order status and it indicates that bitcoins are received and cash can be redeemed.
Redeemed	This is a Sell order status and it indicates that cash for the order is dispensed.
Expired	This is a Sell order status and it indicates that bitcoins for the order were not received therefore, the order is expired. Note: Many operators see a number of Expired orders in their Dashboard, especially for machines placed in high foot traffic locations, often people passing by just want to test the machine and print Sell order vouchers without the intention to actually Sell bitcoins.

Tag: Orders Statuses: hold, no funds, bad wallet, badwallet, blocked, partial, pending, unconfirmed, received, redeemed, expired, reopen, open, status: hold
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