Understanding Replacement Order Statuses – Firstbase

In the Orders and Returns section of the Firstbase platform, under the Replacements tab, you can track the progress of replacement orders—used when equipment is returned and a new item is issued.

You can now view three different status types to better track each phase of a replacement order — from outbound shipping to return kit processing. These statuses help admins monitor each step of the process.

Replacement Order Statuses (Main Status Line)

These reflect the overall status of the replacement workflow:

Status	Description
Submitted	The replacement order has been created and is awaiting processing.
Processing	A shipping label is being prepared by the warehouse team.
Completed	All items in the replacement order have been successfully fulfilled and received.
Partially Completed	The replacement item has been delivered, but the return of the original item has not been completed. This is not a terminal status.
Cancelled	The replacement order was canceled before fulfillment was completed.

Return Kit Status

These track the return of the original equipment and are pulled from the same logic as the Returns tab:

Status	Description
Shipping Soon	Label has been created — kit will ship soon.
Shipped	Kit shipped to the employee’s address.
Delivered	Kit delivered at the employee’s address.
Sent Back	Kit shipped back to Firstbase.
Arrived at Processing Facility	Kit arrived at a Firstbase warehouse.
Processed	All items were marked as Returned.
Not Processed	All items were marked as Not Returned.
Partially Processed	Mix of Returned, Not Returned, or Cancelled.
Cancelled	All items in the kit were cancelled.
Delivery Exception	Shipping issue occurred (e.g. return to sender).
Scheduling Pick-Up	Shown when return kits are not available in the employee’s country. The return is being manually coordinated by Firstbase’s operations team. No tracking will be available.

Shipment Status

These reflect the status of the outbound shipment of the replacement item(s):

Status	Description
Ordered	The replacement item was ordered and is awaiting fulfillment.
Processing	Item is being prepared for shipment.
Shipped	Replacement item has shipped from the warehouse.
Delivered	Replacement item has been delivered to the employee.
Cancelled	Shipment was canceled.
Awaiting Fulfillment	Order has been placed but is not yet in processing by the warehouse.

Filter by Status

You can filter by any of the three status types in the Replacements tab, using:

Replacement order status
Return kit status
Shipment status

This allows you to quickly identify delays or issues at any stage.

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See who submitted the replacement order

Now visible for all orders.

Go to Orders and Returns
Use the Submitted By filter to narrow results in the replacement tab
You can also open any order to view who submitted it (admin, employee, or Firstbase)

This improves visibility for audit purposes and makes support follow-ups easier.

If you have questions about a replacement order’s progress or need help with next steps, please contact the Firstbase Support Team.