Need to stop an order - because your customer changed their mind, or because you want to handle it manually? This article covers the three situations: you cancel the fulfilment, the supplier cancels the order, or your customer cancels with you.
Cancel the fulfilment yourself (Shopify)
For Shopify stores you can cancel the automatic fulfilment of an order that has not been fulfilled yet. This stops GOGETTERS from processing the order further, so you can manage it manually in Shopify.
Open the GOGETTERS app and go to Orders.
Find the order and click Cancel fulfillment in the Order Status column. The button is available for unfulfilled orders from the last 30 days that have been sent to a supplier.
Read the confirmation window: "Cancelling the fulfillment will stop automatic processing for this order. You'll be able to manage the order manually in Shopify (e.g. put it on hold, change fulfillment, or cancel it). Important: If the supplier has already processed the order, a tracking number may still be added automatically."
Click Cancel fulfillment to confirm, or Keep automatic fulfillment to leave the order as it is.
You see the confirmation "Cancellation request submitted." The fulfilment is cancelled in Shopify and you can now handle the order there.
Important: cancelling the fulfilment does not automatically cancel the order at the supplier. If the order was already submitted to the supplier, contact the supplier or our support as soon as possible to stop the shipment. See Contact support.
This button is only available for Shopify stores. For other platforms, contact support if you need to stop an order that was already submitted.
Cancellation by the supplier
A one-click supplier can cancel an order that is still Awaiting Payment - for example when a product is no longer available.
The order then gets the status cancelled by supplier on the Orders page, and you receive an email about the cancellation.
Nothing is charged for a cancelled unpaid order. Contact the supplier or support if you have questions about the reason.
Your customer cancels the order
Check the order on the Orders page first.
Order not yet paid / not yet submitted? For a one-click order that is Awaiting Payment: simply do not pay it, and cancel the order in your shop. For a held order (awaiting confirmation): do not approve it.
Order already sent to the supplier, but not fulfilled? On Shopify, click Cancel fulfillment (see above) and contact the supplier or support immediately to try to stop the shipment.
Order already shipped? The shipment can no longer be stopped. Handle it as a return. See How returns work.
There is no standard cancellation or refund process for one-click orders that have already been paid. Contact the supplier (or GOGETTERS support) to discuss the options for that specific order.