Removing a canceled or refunded unfulfilled order

Removing a canceled or refunded unfulfilled order

DumbleCo
Excursionist
23 0 1

This question has been asked here on the forum but I am yet to find an answer.

I have an unfulfilled order that I cannot get rid of in my list. The order was canceled and refunded some time ago and I am unable to remove it. Is there any way to do this?

Screenshot 2023-09-19 at 1.15.08 pm.png

Screenshot 2023-09-19 at 1.12.58 pm.png

Replies 16 (16)

Elias
Shopify Staff
3010 294 522

Hey, @DumbleCo.

 

Thank you for posting this question!

 

The number badge that appears beside the Orders represent the number of Open orders in your store. Generally, when an order has the Paid and Fulfilled statuses, the order will be automatically archived as most stores have this as a default setting. However, when an order is cancelled or refunded, then the order doesn't have the required statuses to get removed automatically. Instead, you'll need to archive the orders manually to remove them from the Open orders list.

 

That being said, I'd love to hear more about your business and share some resources to help you get started. What types of products are you selling? Do you have a marketing plan prepared for your store?

 

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

DumbleCo
Excursionist
23 0 1

The order has been archived. It is unfilfilled which is the problem. Can you help with that?


** Moderator edit; Image with PII removed

Elias
Shopify Staff
3010 294 522

Hey, @DumbleCo.

 

Thanks for following up!

 

You wouldn't be able to change the fulfillment status since the order has already been cancelled and refunded. However, after you archive the order, the order will be removed from the Open list and the number badge beside the Orders will reflect this. From there, the order is considered closed and no further action is required.  

 

If you have any other questions on this topic, then don't hesitate to let me know!

 

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

DumbleCo
Excursionist
23 0 1

I am wanting the order removed from the list of orders unfulfilled. With an unfulfilled status it remains on the list of orders confusing us on how many orders we need to fulfil for the day.

 

 

Screenshot 2023-10-03 at 9.18.02 am.png

Elias
Shopify Staff
3010 294 522

Hey, @DumbleCo.

 

Thank you for following up with the additional context.

 

When archiving orders, the order does get removed from the Open orders list and the number in the badge should decrease. However, if you're not seeing the orders being removed, then it's possible that there is a refund in progress or there is a balance owing. If you believe there's a mistake, then it looks like we'll need to access your account in order to get a closer look and resolve the issue. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.

 

Let me know if you've any other questions and keep me posted!

 

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

artofkylewillis
Visitor
1 0 4

"after you archive the order, the order will be removed from the Open list "

 

This super helpful piece of information is actually incorrect. If you have a way to actually remove these false positives from our dashboards, that would be helpful. Clearly a lot of people are dealing with it so it would be great if you could get back to us ASAP.

 

Thank you! 

Vahlery
Visitor
1 0 0

i don't think that the customer wants his data on the internet.

Elias
Shopify Staff
3010 294 522

Hey, @Vahlery.

 

Thank you for joining the thread.

 

If you have a customer that doesn't want their data on your store, then you can erase a customer's personal data from your store. If you'd like to learn more, then we'd recommend taking a look at our guide on Processing customer data requests.

 

Alternatively, if a customer is using Shop Pay, then they can choose to remove their own data by deleting their Shop Pay account. If a customer isn't using Shop Pay, then they can submit a removal request using the form at the bottom of our Shopify Privacy Policy

 

That being said, I noticed that you're a new member of our Shopify Community! I'd love to hear more about your business and share some resources to help you get started. 

 

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Greg123456
Visitor
2 0 3

that does not work. does nothing. how do i get rid of these.. have like 50 or more... super annoying. 

 

Greg123456_0-1708032005363.png

 

jdecedue
Tourist
11 0 5

I have this same question, have you figured it out yet? 

GoSun
Visitor
1 0 2

Hey Greg did you ever get this figured out? I'm having the same issue...

DumbleCo
Excursionist
23 0 1

Did you ever work it out Greg? I still cannot! Super annoying yes

WEAREWILDGOLF
Visitor
1 0 1

I think I found a solution to this.

The order number is not the unfulfilled orders its 'open orders'

I got rid of mine by selecting the Open orders and archiving those.

WEAREWILDGOLF_0-1717735901806.png

This then reduced my order count number to the right the number. Let me know how this goes for you.

Rikki

DumbleCo
Excursionist
23 0 1

It does reduce the order count to the right number but it leaves the order looking like this

Screenshot 2024-06-11 at 9.07.58 AM.png

Greg123456
Visitor
2 0 3
this suggestion does not work at all. orders that have been canceled are
still showing unfulfilled. common shopify let get on this. super annoying.
HipHappyClothes
Visitor
1 0 0

I have had this issue for so long. For me I tried all the filters in the orders page to see what label the problem orders attracted. 2 were 'Open', so archiving those cleared them from my Order number. 1 was 'Unfulfilled', even though it was sold, returned and refunded. I cancelled that order and it disappeared from the count. So for me problem solved but I can see how different solutions are not working for different orders.