Support Guide
Verified: 2026-05-28100% complete

Order stuck in Submitted

Verified: 2026-05-28% complete
Customer's problem
The customer's order has been showing Submitted for several days.
Quick fix
This is normal. Submitted means the order has reached the fund house. Units are usually allotted in 1 to 2 business days.
❓ First ask

"On which day did you place the order?" — If placed on Friday evening, units will likely show on Tuesday or Wednesday because Saturday and Sunday do not count.

Steps — what to do

  1. Tell the customer that Submitted means the order was successfully sent to the fund house. This is normal and not an error.
  2. Unit allotment takes 1 to 2 business days. Weekends and market holidays are not counted.
  3. If the order was placed on Friday evening, units will typically appear by Tuesday or Wednesday.
  4. As soon as units are allotted, the app will show the units and the updated portfolio value.
🗣️ Say this to the customer
Submitted means your order has reached the fund house — this is normal. Units will be allotted in 1 to 2 business days (T+2, that is two business days after the trade date). Weekends and holidays are not counted.
✅ Do
Reassure the customer that this is normal. Quote the 1 to 2 business-day window and remind them weekends do not count.
⛔ Don't
Do not ask them to place the order again. Do not commit to an exact allotment day if you do not know it.
🔴 Escalate when

The order has been stuck in Submitted for more than 3 business days. Escalate to L2 — they will check the BSE order status via api/v1/mf_order/check.

⚙️ Background (agent reference — do not read to customer)

The order state machine follows: Created → Review_Completed → Confirmed → Submitted → Allotted. "Submitted" means the order has been sent to BSE Star MF and is awaiting allotment by the AMC. Normal processing takes 1-2 business days. Weekends and market holidays add to the wait.

Order State Machine