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Understanding ShipStation Statuses

Why Your Cancelled Orders May Still Show as "Paid" in ShipStation

If you've cancelled an order on Jane but still see it listed as “Paid” in ShipStation, you're not alone — and it's not an error. This is a known limitation with how ShipStation integrates with our system.

How ShipStation Order Statuses Work

ShipStation only supports four order-level statuses:

  • Paid

  • Shipped

  • Delivered

  • Cancelled

These statuses apply only at the order level — not the line-item level. This means ShipStation evaluates the entire order before changing its status.

Why the Status Might Still Say “Paid”

If not all items in the order are cancelled, ShipStation keeps the status as Paid. Here’s how it breaks down:

  • ✅ All items shipped → Status becomes Shipped

  • ✅ All items cancelled → Status becomes Cancelled

  • ✅ All items delivered → Status becomes Delivered

  • ❌ Anything else (mixed/cancelled/shipped/active) → Status stays Paid

Because of this limitation, even if Jane has cancelled part of an order, ShipStation won’t reflect that unless all items in the order meet the conditions for a different status.

Shared Orders Across Sellers

Many customer orders on Jane include multiple items from different sellers. So while you may see just one item in your dashboard, the full order could include additional products fulfilled by other sellers.

This is why an order might look like a single-item order from your end, but still appears as Paid in ShipStation — because the customer’s full order isn't fully cancelled or fulfilled yet.

How You’ll Know an Order Was Cancelled

Jane sends an email from support@jane.com any time an order (or item) is cancelled, returned, or refunded. We recommend using this email notification as your primary source of truth for cancellations — not ShipStation.

If you're ever unsure, you can also cross-check the order in your Jane Seller Admin.

Tip: If you're using ShipStation to manage fulfillment, we recommend relying on it mainly for importing new orders. For ongoing status updates, your Jane email notifications and Seller Admin will provide the most accurate information.