HELP: I need to change/cancel an order
Changing or canceling an order is all about timing. Changes or cancellations made in Shopify will transmit to Deposco every 15 minutes. However, here are some common questions:
The order is in Shopify, why isn’t it in Deposco?
When something like this occurs it usually has to do with how the data has been entered in Shopify. The import from Deposco is based on data entry rules that have been established. If Deposco sees a field length that extends beyond what is acceptable it will not accept the import until the field in Shopify has been corrected. If you believe we have missed an order or it’s taking longer than expected to be fulfilled please call or email us.
I made the change in Shopify, why did Deposco not capture it?
This goes back to timing and when the system has been updated. Once an order has been “picked” it now follows a specific path to be fulfilled. If changes are made they will be captured in Shopify, but will not be updated in Deposco automatically. This is when human intervention is needed to:
- Unpick the order (i.e., prevent the original SKU from being packed and labeled).
- Move the unit back into its inventory location.
- Add the new SKU to the order.
- Release the order again so that the correct unit can be picked, packed and labeled.
The order has a shipping label, but it was created today. Can we still cancel it?
Often the answer is yes. Labels that have been created and affixed to packages that are still in the warehouse can usually be located, and we can “reverse” the process and return the unit(s) back to inventory.
When is the answer “No” to cancelling an order?
- When the package has been labeled and picked up by the driver, but prior to it being scanned by the shipper at their sorting facility.
- When the package cannot be located with a reasonable effort (due to a high volume of packages).
We need to cancel the order and have the package returned. How does that work?
Each of the services (USPS, FedEx, UPS) offer the ability to return a package to sender. If an order needs to be cancelled (customer changed their mind, customer is traveling and won’t be home to pick it up, customer provided the wrong address) contact Fetch and we can alert the shipper, and for a fee, have the package returned to the Fetch Fulfillment warehouse.
If a return shipment label is required Fetch has the capability to produce the label, create a pdf, and email it to you so that you, in turn, can send to it to your customer.