Hi!! I have integrated two different delivery systems in my shopify to have a choice between delivery partners. Whenever I receive an order, both Shiprocket and Delhivery get the order notification, I then choose which one I want to go ahead with. On one of the orders I cancelled a shipment from Delhivery and chose Shiprocket instead. Now Delhivery automatically cancelled my order on Shopify, without checking. Can anyone help me on how I can undo this, or uncancel this order?
I don’t wish to duplicate the order, because Shiprocket has already started the logistics of this order
Thank you for reaching out and bringing this to our attention!
If the order has also been cancelled on Shopify, then I’m afraid there isn’t a way to reversing the cancellation once the action has been initiated. Similar to refunding an order, it’s not possible to reverse this action as you would need consent in order to apply any charges back onto the customers’ credit card. For this reason, you may need to consider allowing a duplicate order under these circumstances.
Typically, we’d recommend sending an email to the customer and informing them that their order was cancelled by mistake. If they don’t mind placing their order again, then you can create a draft order and send them an invoice so they don’t need to go through the online checkout again. From there, the customer will be able to make another payment and approve the charges for their credit card.
I’d love to hear more about your business! What kinds of products do you sell? Do you often need to choose delivery partners and why?