How to cancel fulfillment WITHOUT cancelling order

[chargedcoffee]

Hia

We have been struggling to remove our links with a print fulfillment app. I thought we had done it, but an order went through to be fulfilled by them.

My biggest question right now is how do I cancel the fulfillment, without cancelling the order?

We are able to print our products now so I have done this and sent the customer the order, but I can't provide tracking because it still thinks its being fulfilled elsewhere. There is a 'cancel fulfillment' button I've seen in the order details but Im worried it will just cancel the order. As the orders despatched, thats definitely NOT what I want 🙂

Thanks!

[JoesIdeas]

You can change the location of the fulfillment order, that will detach it from Printful and let you mark as fulfilled / add tracking.

1. On the order details page, in the fulfillment order box click the 3 dots in the top right of the box.

2. Click Change location. Then change to a location that you want to fulfill from (or your default if you just want to set a location to be able to manually fulfill).

You may need to cancel the fulfillment / fulfillment request first if it's already in motion, for the change location option to show.

3. If you don't see a change location option, you'll need to go to that product's page and assign the location to that product / assign inventory stocked at the location. After you do that, then refresh the order details page and you should be able to change to that location.

[chargedcoffee]

Thank you for the reply. I've tried to relocate the fulfillment but it won't let me. If I press 'cancel fulfilment' (as shown here) will it allow me to cancel the fulfillment or will it cancel the entire order? We are still new to shopify and don't know all it's workings, so Im panicking that cancelling fulfillment will also cancel the entire order and refund the customer.

Thanks again for taking the time to reply!

[JoesIdeas]

Everything in that box is the "fulfillment order". The actions you take there affect that fulfillment order only.

If you wanted to cancel the order (for future reference), you would click the options at the top of the order page:

To get familiar with the flow, options, and see what your customer sees, I would do a test order. Enter your site and make an order, see the emails, and the experience. This is good to do every couple months as your system, apps, and business evolve. You will likely find opportunities to improve the experience, or ideas to generate more sales (like cross selling, offering other products based on what people purchased, or an ask for a review, or coupon codes, etc... the ideas are limitless. "Be the customer" and you will be more in tune with your business and audience).