Recent Order didn't get fulfilled, how can I resubmit the order?

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Hello, I sell artwork on Shopify. Recently, I had an order from a customer in France. The integration / app with Fine Art America (also known as Pixel) has not fulfilled the order. However, the order says it was fulfilled by me and that simply is not the case. How do I resubmit for the order to be fulfilled by Fine Art America? They have almost zero customer service. Many thanks for your help in advance.