Hey guys. We have a problem with our orders. We have COD ( cash on delivery ) available on our store and sometimes clients refuse to pick the parcel. But after a specific amount of time, after fulfilling the order, we can't cancel it anymore. Is it possible to do that somehow? If not, is there any solution to fix this problem so we don't have to pay any additional taxes?
Alicia here, from the Shopify Guru team!
I'd be happy to shed some light on this for you! It sounds like the underlying issue here is that the order itself can't be cancelled, due to it being marked as fulfilled! If the order was manually fulfilled you will be able to cancel the order's fulfillment, and then would be able to cancel the order as a whole. Steps on cancelling the fulfillment are found in this guide. Our 'Refunding and Cancelling' guide will break down the process of cancelling an order as well!
I hope this helps! Please let me know if you have any further questions about this at all - I'd be happy to help in any way that I can!
All the best,
Alicia D. | Shopify Guru