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Understand a merchant's status in the OrderOut Reseller Portal

Status words show where merchants stand; red chips flag something to check.

Before you startYou'll need any portal role, and we're starting on the Merchants page.

From the form to Square, one word at a time

See a red chip, or Partially Active or Setup Incomplete? Open the merchant: the box at the top of their page says what to ask them. No box means nothing to ask them in Square, so follow the word instead.

Form Started, then Submitted, then Active once Square's Merchant ID arrives. Missing Info and Paused are holds a person places. Rejected and Cancelled close an application. Once OrderOut has read an Active merchant's Square account, Square's reading replaces the word.

Before it's sent

Form Started

Sent in

Submitted
Missing Info
Square's Merchant ID arrives

Square has the account

Active
Paused

Closed

RejectedCancelled

Square's reading replaces Active

ActiveEverything the merchant needs in Square is switched on.
Partially ActiveSome of what the merchant needs in Square is switched on.
Setup IncompleteNone of what the merchant needs in Square is switched on yet.
Can't checkThere is no reading. OrderOut could not read Square, or has no Square Merchant ID to read it with.

Can't check with no red chip beside it: nothing to do.

Steps

  1. Open Merchants and look at the Status column. Each merchant has one word. It says where the application stands, such as Form Started, Submitted or Missing Info. Once a merchant is Active, OrderOut reads their Square account and shows what it found in its place. A merchant on hold or closed keeps its own word, whatever Square says.

    What each word and chip means, and who moves next

    You seeIt meansWho moves next
    Where the application stands
    Form StartedThe merchant opened your link but has not submitted it.You: check they finished the form
    SubmittedSent in. Square is setting up the account.Nobody: it turns Active on its own. Still Submitted after more than a few business days? Ask the OrderOut reseller team
    Missing InfoA hold: something on the application needs correcting first.You or OrderOut: get the missing detail from the merchant, then return it to automatic status
    PausedA hold, usually placed on a merchant who was already Active.You or OrderOut: return it to automatic status when it can resume
    RejectedCancelledClosed.Nobody: the application is closed
    A red chip beside any word
    Switched offSquare switched something off. It will not come back by itself.The merchant, with Square: the box on their page says what to ask them. No box? Follow the word beside it
    Not connectedConnection stopped workingMissing permissionsOrderOut could not read Square for this merchant.OrderOut support: it is handling the reconnection, and the merchant may be asked to approve it in Square
    No reference on fileOrderOut has no Square Merchant ID for this merchant, so there is nothing to read.Depends on the word: Can't check beside it for more than a few business days? Ask the OrderOut reseller team. Any other word: follow the word
  2. Some rows also show a red chip beside the word. It names something to check. To see only the rows with a chip, choose Needs attention in the filter above the list. No issues shows the rest.

    The filter that sorts the list

    Needs attention

    • Deli ASetup IncompleteSwitched off
    • Deli CPausedConnection stopped working

    No issues

    • Deli BActive
    • Deli DPartially Active
  3. Open the merchant. Their page shows the same word as the list, then the box, then Square Account Health.

    The merchant's page, top to bottom

    Example CaféSetup Incomplete

    To do: Ask the merchant to finish Square's account verification and link a bank account

    Square has not switched on card payments and lists no bank account.

    Square Account HealthLive from SquareRefresh
    Merchant statusActiveLocation statusActiveCard paymentsNot enabledBank account at SquareNone listed

    The rest of the Overview: details and IDs

    • One word, the same as on the list. No chip here.
    • The box, red or amber, only when there is something to ask the merchant.
    • Square Account Health: Square's own reading, shown when the merchant has a Square Merchant ID.
  4. Red means Square took something away: card payments, the bank account, or the account or its locations. Amber means a setup step is still left in Square. Either way, the box's title is what to ask the merchant, and the line under it is what Square reports.

    One example of each

    • Urgent: Ask the merchant to contact Square Support

      Square switched off card payments at Main St.

      In this example, Main St is the location's name in Square.

    • To do: Ask the merchant to link a bank account in Square

      Square has nowhere to send card sales yet.

  5. No red or amber box means there is nothing to ask the merchant in Square right now. Two other things can show instead: a notice in Square Account Health when the connection between Square and OrderOut is the problem, and a plain note when the page couldn't read Square.

    No red or amber box? Then there is nothing to ask the merchant in Square

    • Nothing to ask in Square

      no box shown here

      For anything else, follow the status word.

    • OrderOut's move: the connection

      OrderOut got disconnected from Square Merchant

      OrderOut support is handling the reconnection, and the merchant may be asked to approve it in Square.

      Shown in Square Account Health, not as a box.

    • A plain note: the page couldn't read Square

      Note: We couldn't read Square for this merchant

      Press Refresh in Square Account Health to try again.

Worth knowing

Questions resellers ask about this

What do Form Started, Submitted, Missing Info, Paused, Rejected and Cancelled mean, and who changes them?

A merchant's status word says where the application stands: Form Started means the merchant opened your link but has not submitted it, and Submitted means Square is setting up the account; it turns Active on its own, usually within about an hour of Square's Merchant ID for that merchant reaching OrderOut. Missing Info (something on the application needs correcting first) and Paused (usually placed on a merchant who was already Active) are holds, and Rejected and Cancelled mean the application is closed. Holds are set by a person, on your team or at OrderOut, and stay until someone lifts them.

Source: OrderOut (official)

What do Active, Partially Active, Setup Incomplete and Can't check mean on my merchants list?

Once OrderOut has read an Active merchant's Square account, the Status column shows Square's reading in its place: Active means everything the merchant needs in Square is switched on, Partially Active some of it, and Setup Incomplete none of it yet. Can't check means there is no reading: OrderOut could not read Square, or has no Square Merchant ID to read it with. For Partially Active or Setup Incomplete, open the merchant: the box at the top of their page says what to ask them, and no box means there is nothing to ask them in Square.

Source: OrderOut (official)

What does the red chip beside a merchant's status mean, and what is Needs attention?

A red chip beside the status word names something to check, and Needs attention on the Merchants page lists exactly the merchants that show one. Switched off means Square switched something off, and it will not come back by itself: the box on the merchant's page says what to ask them, and with no box, follow the word beside it. Not connected, Connection stopped working and Missing permissions mean OrderOut could not read Square for this merchant: OrderOut support is handling the reconnection, and the merchant may be asked to approve it in Square. No reference on file means OrderOut has no Square Merchant ID for this merchant: beside Can't check for more than a few business days, ask the OrderOut reseller team to check.

Source: OrderOut (official)

What does the red or amber box at the top of a merchant's page mean?

A red or amber box at the top of an Active merchant's page appears only when there is something to ask the merchant in Square: its title says what to ask, and the line under it is what Square reports. Red means Square took something away (card payments, the bank account, or the account or its locations), amber means a setup step is still left in Square, and if several apply the box shows the most urgent one. No box means there is nothing to ask the merchant in Square; a problem with the connection between Square and OrderOut shows in Square Account Health instead.

Source: OrderOut (official)

Answers on this page come from the OrderOut reseller answer ledger (2026-10-01.1). Still stuck? Email reseller@orderout.co.·All guides