How to cancel orders and items

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The order detail page will show: Orders & items details, customer information, packing, production processing, and shipping.

The stages of order fulfillment include the following processes:

1. Receiving:

After the order is placed, created, imported or synced from other channels, it has to go to your Merchize order management dashboard.

2. Fulfillment Request Processing:

  • Automatic fulfillment: you need to Turn on “Enable” Fulfillment By Merchize feature (in the Setting > Fulfillment page). Based on your selected order approval settings, the requests will be automatically pushed to us.
  • Manual fulfillment: you will manually assign orders and items to be fulfilled. (If you want to apply custom fulfillment progress, you need to contact the Support Team to request appropriate configurations).

Order Status Column Descriptions:


when all items in your order have artworks (printable files),

at least one item in your order doesn’t have artworks,

your order hasn’t added any artworks.

Make sure to add the print-ready files associated with each item you want to fulfill.


This feature helps Sellers confirm if there is a problem with the US shipping address through the Smartystreets tool, thereby reducing the rate of returns, shipping to the wrong address, etc.

See the details here


Display “paid" or “pending" payment transactions, the orders that not directly placed in the Merchize storefront will be automatically marked as “paid”.

To Fulfillment: 

At this stage, it may take about 5 minutes (As per the default settings) to send the order (that match default approval conditions: Address has been marked as “US valid", “Others" or “Buyer confirmed" & Artwork “Completed“) from your store to Merchize fulfillment system. (You can choose your preferred time by changing the options in the Fulfillment setting page).

To learn more in-depth information about Fulfillment Request Processing >> Read here 

3. Order Fulfillment Processing 

Understand the Order Fulfillment Status & Progress:

  • Awaiting Production

When your order request has been sent to our fulfillment system

The status under ‘To Fulfillment’’ column will change to “Pushed” , and the status ‘Fulfillment’’ column should be updated to “Unfulfilled”.

When we receive your order, then process & invoice for your orders.

If your balance has enough funds available and there are no issues, the next status should be “Fulfilled” (whole order) or “Partial" (selected items).

If the order is “on hold”, indicates that the order couldn’t be sent to production due to an issue. (We may occasionally place your order on hold due to lack of balance, print file issues, product confirmation and similar.)

If the order is “hold”, indicates that you took the action “pause order”  (If you want to resume process you can click the “resume order” in the upper right-hand corner of the order information section)

  • In Production

After production begins, the order progress will display an “In Production” status, and the tracking number of the package will be generated and should appear in the order details.

The production time may vary, but usually takes between 2-7 business days.

  • Shipping

After the order is produced, then the shipping label is printed & your package is ready to ship.

At this point the status will change to “Shipment started”.

You can cancel orders & items in these cases: 

Our production facility is designed for efficient order processing, which means there’s a limited window for making changes to your orders. To request cancellation or any changes to an order, you must do so before it goes into production.

There are options to cancel orders directly on the Merchize account.

Learn about these stages when you can cancel the orders/items:

In StagesOrder StatusCancel Processing
ReceivingFor orders with status “Unfulfilled(1)*
Cancel items
Fulfillment Request Processing

Order Fulfillment Processing

  • Awaiting Production

For orders with status

On hold

Fulfilled” (but not yet in production)


Cancel packages

(1)* : To cancel, click the “Cancel Fulfillment" button. You can cancel whole order or items at this stage.

Select one or multiple items, after confirming, it will keep the order from being processed & produced immediately.

The indicator will be displayed above each item that has been successful canceled.

Note that you can’t revoke successful cancellation action.

(2) * After our fulfillment system receives your order, you just have the ability to cancel whole orders or packages. 

To cancel, click the “Cancel Fulfillment" button.

If the cancellation submit button is unavailable to press that means your order is still in consignment package progress, you may need to wait until the process is completed and the button will be clickable.

You may click “Refresh” to retrieve updated data.

You can send the cancellation request to us: 

  • If your order has been “on hold” or in status “hold“.

In the Cancellation popup, choose the packages and then complete the cancellation process.

  • If your order has been “fulfilled” but can still be canceled then the cancellation popup displays package information like the below screenshot.

In the Cancellation popup, choose the packages and then complete the cancellation process.



Please note that cancellation request approval processing time may be varied, it will depend on 3rd-party fulfillment providers, the number of orders/items,…. This process will be typically completed within 1-2 working hours.

When your cancellation request has been approved, you will receive the refund information. 

Please try this option first and if the option isn’t there contact support us as soon as possible.

The canceled order cannot be sent to production again, however, you can create a duplicate order and send it to production.

Orders that cannot be canceled

Once an order has entered production (the order progress will display an “In Production” status), we are no longer able to cancel the products in the order.

(You may need to contact our support to request a change the Shipping Address, before the order is too far along in the packing & shipping process.)

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