If you are connected to DCL via our Shopify App, you can now cancel orders that have been imported into eFactory directly through Shopify
How do I cancel the order?
Step 1: Initiate order cancellation within Shopify.
Locate the order you wish to cancel within your Shopify platform.
Click on the three dots in the top right corner.
Select "Request cancelation" from the drop down menu.
Once a cancellation is requested, our system accepts the request within 10 minutes, regardless of the order's stage in eFactory.
Once DCL has accepted the request you will see the "Cancel order" option in Shopify.
Step 2: How do I validate the cancellation
To finalize the cancellation, you must validate it within the DCL system.
Log in to eFactory and go to your orders dashboard.
Locate your order using the quick search option and select it.
If the order stage is 10 "Order Received" the order will be cancelled and noted in the shipping instructions of the order.
If the order stage is greater than 10 "Order Received" but less than or equal to 40 "Fully Verified" the order will be placed on hold within eFactory and the shipping instructions updated to note the request for cancelation.
Step 3: How do I confirm the cancellation
DCL will send an email notification within 10 minutes of the request to the customer support email configured in our Shopify App, advising you to contact your customer support team to cancel the order.
That email will appear as shown in the screenshot below.
Cancellation Outcomes for Various Order Stages
The outcome of a cancellation request depends on the current stage of the order:
Order Stage 10 – "Order Received"
The order will be automatically cancelled in eFactory.Order Stages 20–40 – "Pick List Printed" to "Fully Verified"
The order will not be automatically cancelled. Instead, it will be placed on hold with the cancellation request noted on the order. An email notification will be sent, prompting you to contact your customer support team to complete the cancellation.Order Stage 50 – "Partially Shipped", 60 – "Fully Shipped" or "62 Shipped Closed Short"
The order cannot be cancelled or placed on hold, as it has already been partially or fully shipped. However, an email notification will still be sent advising you to reach out to your customer support team for further assistance.