Is your order not being set to fulfilled in Shopify, or do you see a fulfilment cancellation in the order's timeline (for example "GOGETTERS requested cancellation of fulfilment")? This article explains the two separate causes and what to do.
GOGETTERS cancels the fulfilment request automatically
There are two situations where GOGETTERS itself cancels the fulfilment request in Shopify. In your order's timeline this shows as "GOGETTERS requested cancellation of fulfilment", not as a cancellation of the order.
The order could not be submitted to the supplier. This can happen because of missing or incorrect supplier login credentials, or another reason shown on the order. Check the order on the Orders page in the app: the reason is shown under Order Status. See Order errors and how to fix them. Fix the cause and resubmit the order.
No tracking received within 7 days. If the order was submitted successfully but the supplier has not shipped it (no tracking number) within 7 days, GOGETTERS also cancels the fulfilment request. For one-click suppliers this can also happen if the order has not been paid to the supplier within 7 days. Only the fulfilment process in Shopify is cancelled, the order itself is not cancelled. If the supplier ships the order later, GOGETTERS automatically picks up fulfilment again and processes it as normal, including adding the tracking number.
A separate cause: "Request fulfillment" was clicked in Shopify
Once you click Request fulfillment on an order in Shopify, you take the order out of the GOGETTERS app's hands: we can no longer process the order, mark it as fulfilled, or add shipping/tracking information to it.
The good news: the order itself is not affected. It was already sent to the supplier successfully and will be shipped as normal.
Unfortunately we cannot set the order to fulfilled afterwards once Request fulfillment has been clicked. Do not click this button on orders that run through the GOGETTERS app.
Did you not click it yourself? Check this Shopify setting
If nobody clicked Request fulfillment manually, a Shopify setting may be requesting fulfilment automatically for new orders. Make sure your order processing settings match the screenshot below, so that Shopify does not automatically request fulfilment of the order's line items.
In your Shopify admin, go to Settings > General > Order processing and make sure "Don't fulfill any of the order's line items automatically" is selected.
What to do with an order that is stuck
Check the order on the Orders page in the GOGETTERS app first. If it shows an error status, see Order errors and how to fix them.
If it shows a supplier order number (or Order sent successful), the supplier has received the order and will ship it.
Look up the tracking number in the Track & Trace column and share it with your customer manually if needed. See Track & trace.
Set the order to fulfilled manually in Shopify if you want your customer to receive Shopify's shipping confirmation.
Not sure whether the order reached the supplier? Contact support and include the order number. See Contact support.