Was your order sent to the supplier, but is it not automatically set to fulfilled in Shopify? This is almost always caused by the Request fulfillment button in Shopify. This article explains what happens and how to prevent it.
The cause: "Request fulfillment" was clicked
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. 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.