This article provides a step-by-step guide on how to cancel Shopify orders that are fulfilled by Gelato. It covers canceling fulfillment requests, reverting fulfillments, and the process of canceling the order in Shopify.
Canceling the Fulfillment
If a Shopify order that's fulfilled by Gelato needs to be canceled, you'll first have to cancel the fulfillment status in Shopify. If the order has progressed to "Fulfillment in progress" status, you won't see the "Cancel order" option in Shopify. To regain access to this option, follow the steps below:
If the fulfillment is in the request state:
To cancel the fulfillment request, click the "Cancel request" button.
If the fulfillment is in the accepted state:
If the fulfillment request has been accepted by Gelato, you'll have to request a cancellation of the fulfillment. To do this, click on the "Request cancellation" button.
After the cancellation request is sent, you can proceed to revert the fulfillment to "Unfulfilled".
Click on "Revert to unfulfilled" once more.
Canceling the Order
Once the fulfillment has either been canceled or reverted to "Unfulfilled", you can cancel the Shopify order.
To cancel the order, navigate to the order page and click on the "More actions" button. You should now see the "Cancel order" option.
You'll then be asked to confirm the cancellation. Here, you can issue a refund if the order was paid for, modify inventory settings, provide a reason for cancellation, and choose to notify your customer. Once you've chosen your desired options, click "Cancel order".
After confirming the cancellation, the order status will be updated, and the tags "Canceled", "Refunded", "Unfulfilled", and "Archived" will be added. Note: canceling the order in Shopify does not automatically cancel the order fulfillment in Gelato. To learn how to cancel your order in Gelato, refer to this article.