How Order Cancellations Work for Retailers in Zelph

Sometimes an order needs to be cancelled before it ships — whether due to customer error, payment issues, or stock concerns. Zelph supports this, but the timing of the cancellation is key.

This article explains what happens when you cancel an order that includes supplier-fulfilled items, and what limitations exist once an order is shipped.

🛑 Cancelling an Order Before Fulfilment

If you (the retailer) cancel an order in Shopify before the supplier has fulfilled it:

• Zelph will automatically:
  • Cancel the linked order in the supplier’s Shopify store
  • Notify the supplier via their Zelph dashboard
• The order will appear as cancelled in both systems

✅ This prevents the supplier from fulfilling the order unnecessarily and keeps both sides in sync.

📦 What About Inventory?

Cancelled orders do not automatically return inventory to the supplier.

• The supplier will need to manually re-add inventory for the affected variant
• This ensures they retain full control and can inspect returned stock if applicable

🧠 If you’re in direct contact with the supplier, it’s a good idea to notify them that the item can be restocked.

🚚 Cancelling After Fulfilment Is Not Possible

If the supplier has already fulfilled the order (in Zelph or Shopify):

• You can no longer cancel the order
• Zelph will not cancel or reverse the supplier’s fulfilment
• You must take full responsibility for any refund or return

Refer to How Returns Work for Retailers for guidance on post-fulfilment situations.

🔁 Quick Reference

✅ Best Practice

1. Act quickly if a customer requests a cancellation
2. Always check the Orders tab in Zelph to verify fulfilment status
3. If the supplier hasn’t fulfilled it yet, cancel in Shopify — Zelph will handle the rest
4. If already fulfilled, contact the supplier directly if a return or refund is required