Refund question

[retrodesire]

i did a test buy on my own store, ordered a product then requested a refund to my own card, printful still processed the order and sent out the item to me and i still paid #12.99, can anyone tell me if this is normal or is there a setting i need to change in either shopify or printful

many thanks

[DaisyVo]

Hi @retrodesire 

I see exactly what you're dealing with, and I get why this is frustrating. You expected the refund to stop the fulfillment process, but instead, Printful still shipped the order, and you were charged. Let’s break this down and figure out what happened.

Why Did Printful Still Ship the Order?

Yes, this is actually normal behavior in Shopify and Printful unless you manually cancel the fulfillment before Printful processes it. Here’s why:

• When you place an order on your Shopify store, it automatically gets sent to Printful for fulfillment.
• Refunds in Shopify only return money to the customer, but they don’t automatically stop fulfillment if the order has already been processed.
• If Printful has already started printing or shipping the item, the refund won’t stop the order from being fulfilled.

How to Prevent This in the Future

To make sure this doesn’t happen again, follow these steps:

1. Cancel the Order in Printful First

• Go to your Printful dashboard.
• Find the order and request a cancellation before it goes into production (usually within a short window after placing the order).
• If Printful has already started processing, you may not be able to cancel.

2. Disable Automatic Fulfillment in Shopify

• Go to Shopify Admin > Settings > Checkout
• Scroll to Order Processing and set fulfillment to manual instead of automatic.
• This gives you more control so you can refund and cancel before Printful processes the order.

3. Contact Printful Support

• If this happens again, reach out to Printful’s support to see if they can cancel or refund it from their side.
• They may offer a return option depending on the product.

Bottom Line

The refund process in Shopify and Printful is separate from order fulfillment. If you refund a customer (or yourself), you still need to cancel the order manually before Printful processes it. Adjusting your settings and acting quickly on cancellations will help avoid unnecessary charges.

If you need any other assistance, I am willing to help.
Best regards,
Daisy.