I received 2 orders that were not fulfilled by Printful. The orders have gone through on Shopify’s side, and my customers received confirmations, but Printful stated they never received the order on their end. Has this ever happened to anyone? Printful said there are several reasons why this would happen, but this is the first I’ve heard of this since I opened my store. How can I receive my money back on the sales that were never fulfilled? How can I cancel these orders in the system?
Sync errors can occur between Shopify and third-party apps; however, it would be up to the app developer (Printful) to troubleshoot the issue further. If the orders were not fulfilled by Printful, then you will want to refund the customers by following our help document here.
Once you have refunded the orders, the funds will be deducted from your bank account (or other account depending on the payment provider used at the time of the order). You can then cancel the order(s) by following our help document here.
By refunding your customers, you will avoid disputes being opened against your business which can result in paying additional fees for the dispute process.
Let me know if you have any questions.
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