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When a Shopify order is cancelled

You cancel Shopify orders in Shopify. SKU.io follows the cancellation on its next sync: it cancels the sales order and releases the stock that was set aside for it. The one exception is a line the warehouse has already started packing.

Every cancellation is followed​

SKU.io cancels the sales order whatever state the Shopify order was in, including:

  • Orders still awaiting payment. An unpaid order cancelled in Shopify is cancelled in SKU.io too.
  • Large orders. A high-value order is cancelled even when Shopify gives no reason.

The sales order then shows This order has been cancelled. All inventory allocations have been cancelled.

A Shopify order cancelled while its payment was still pending

A line the warehouse is already packing​

When a line's fulfillment has been sent to the warehouse and its packing slip has been printed, the warehouse may already be picking it. SKU.io doesn't pull that line out from under them:

  • That line keeps its units, its stock and its fulfillment.
  • The order's other lines are cancelled as usual.
  • The order stays Open.
  • A note on the order explains what happened, and admins get a Fulfillment Lock Conflict alert. You get one note and one alert, however often Shopify syncs.

A cancelled Shopify order with one line held for the warehouse

The note on the order

Finish the cancellation​

  1. Ask the warehouse to stop the shipment.
  2. On the sales order's Fulfillment tab, delete the fulfillment.
  3. Wait for the next Shopify sync. It cancels the rest of the order and releases its stock.

If the order has already shipped, don't delete the fulfillment: record the shipment instead.

A fulfillment whose packing slip hasn't been printed doesn't hold anything back: the cancellation goes through.

Next steps​

Video transcript

When you cancel an order in Shopify, its sales order is cancelled on the next sync, and the stock is released. That's true even when the payment is still pending, or the order is large. This twelve hundred dollar order hadn't been paid yet, and it's cancelled. Some orders are already in the warehouse's hands. Here, the packing slip for the swaddle blanket was printed before the order was cancelled. So the sun hat is cancelled, but the blanket is held, with its stock and its fulfillment. The order stays open. A note on the order explains what happened, and admins get an alert. Ask the warehouse to stop the shipment, then delete the fulfillment. The next Shopify sync then cancels the rest of the order. If it has already shipped, record the shipment instead.

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