How Order Cancellations Work for Suppliers in Zelph

Zelph helps automate order routing and fulfilment between suppliers and retailers — but when a retailer cancels an order, it’s important to understand when that cancellation affects your store, and what you (as the supplier) need to do next.

This guide explains what happens when a retailer cancels an order, and what’s expected of you as the supplier.

🛑 What Happens When a Retailer Cancels an Order?

If the retailer cancels an order in Shopify before you’ve fulfilled it, Zelph will automatically:

• Cancel the corresponding order in your Shopify store
• Mark the order as cancelled in your Zelph dashboard
• Prevent fulfilment or tracking uploads for that order

✅ You don’t need to take any action — the order is cancelled cleanly across both systems.

📦 What About the Inventory?

Cancelled orders do not automatically re-add inventory to your product.

• You will need to manually re-add the cancelled units to your inventory in Zelph or Shopify
• This gives you full control to inspect the item, if applicable, before returning it to available stock

🧠 Zelph avoids auto-restocking to prevent accidental inventory mismatches or returns being relisted prematurely.

🚚 What If You’ve Already Fulfilled the Order?

If the order has already been fulfilled (either in your Shopify or in Zelph):

• The retailer cannot cancel the order
• Zelph will not reverse the order or update its status
• The retailer is responsible for handling any refund or return

You may be contacted by the retailer directly to coordinate a return. If you agree to accept the return:

• Wait until the product is received
• Then manually mark the order as refunded or returned in Shopify if you wish

🔁 Quick Reference

✅ Best Practice

• Don’t fulfill an order until it’s confirmed as active in your Zelph dashboard
• If a cancellation occurs, check the variant stock and manually restock it if needed
• If a retailer reaches out about a post-fulfilment return, you can choose whether or not to accept the return and update the order manually in Shopify