Cancel or change an order

Table of contents

• Overview
• Order status
• Unpaid orders
• Paid orders
• Refunds
• Partial refunds
• Changing an order
• FAQs
• The takeaway

Overview

Managing orders effectively is crucial, and understanding if, when, and how order changes and cancellations are possible is key. In this article, we’ll review the procedures for canceling and making changes to orders.

Order status

The ability to cancel or change an order depends on its current status in the pipeline.

The chart below explains the possible stages of an order:

Unpaid orders

If an order is unpaid, you can cancel it without any service or payment fees.

To cancel an unpaid order

1. Go to the Orders page → Customer Orders.
2. Open the order you want to cancel. Alternatively, use the Orders tab within a Photo Job to see related orders (only available in the new interface).
3. Click the Cancel option under More actions on the upper right side of the order page.

[Optional] Reverting a cancellation: Contact Customer Care if you need to undo a canceled order.

Paid orders

If an order has been sent to the lab, cancellation might still be possible, but only in rare cases. Contact Customer Care immediately to verify if the order can be held.

If you’re based in North America and using Miller’s Lab, please note that all order cancellations must be handled through GotPhoto. While you may reach out to your lab directly for other providers, Miller’s Lab does not accept direct cancellation requests.

Due to fast turnaround times, some orders may already be in production or shipping and cannot be stopped.

Refunds

Refunds: If the cancellation is successful, you still need to process a refund using the Refund button on the order page.

If you need to issue a partial or full refund for an order cost to your client, you can do so within 180 days of the order directly through GotPhoto by opening the order and pressing the red Refund button. The customer will immediately lose access to their downloads. If the order is refunded and has not yet been transferred to the lab, it will not be processed and will also be removed from any pending shipping batches.
If the order exceeds 180 days, you will need to issue the refund to the client outside of GotPhoto via Stripe directly.

Important: Avoid refunding during a Stripe dispute. Doing so may result in duplicate credits for the customer and financial complications. Follow the dispute resolution process.

[Optional] Cancel button for paid orders: Our Customer Care team can activate a cancel button for your account. For each order, you still need to confirm with the lab whether cancellation is possible. Note that US, CA, and UK terms state that canceling an order does not cancel its service fee.

Orders created via Order Entry are paid outside GotPhoto and cannot be refunded through the platform.

Partial refunds

[Important] When a partial refund is initiated, the system places a temporary hold on orders that also affects the entire batch containing the affected order (if batch shipping is applicable). This behavior is intentional. By holding the order (and batch), and disabling the download link, GotPhoto ensures that no customer receives access to items that may be subject to change.

While this hold is in place, no digital downloads or physical products are processed. The hold is lifted once the partial refund is fully processed and confirmed in the system. After the hold is released, the order or batch resumes normal processing, and customers regain access to their downloads.

Our Customer Care team can unblock these orders for you if needed. However, for your and your customers’ convenience, we can also enable a feature in your account that allows you to mark the order as paid, which unblocks the order if it’s blocked due to a full or partial refund. Learn how to reach out to our team.

To unblock an order once the feature is enabled:

1. On the order page, navigate to More actions → Mark as paid.
   
2. An “Add order payment” pop-up will appear. Change the displayed amount to 0.00 and save the setting. Your customer will now regain access to their downloads and any unprocessed order (and its batch) will now be unblocked.
   

Changing an order

You may be able to change an order under specific conditions:

• If the order is in a pending batch not yet sent to the lab: Click the Review Order button at the bottom of the order page.
  This returns the order to your Manual Revision tab for image or crop adjustments before resubmitting.
  
• If the customer selected the wrong product or wants to add more items: Please contact our customer care team. The order may need to be canceled, and a new one placed manually or by the client using the Order Entry. 
• If the order includes downloads: Our Customer Care team can deactivate the download link as long as the images haven’t been downloaded yet.

FAQs

Can I cancel an order that has already been released for production?

If the order has already been transferred to the lab, changes are generally not possible. Please contact Customer Care by phone or via live chat to assess your case.

Can I manually adjust a price on an order?

No, manual price adjustments for orders are not possible through GotPhoto. If you’d like to provide a discount after purchase, you can create and share custom vouchers with your clients for use in the shop.

The takeaway

Order cancellations and modifications are time-sensitive. To retain flexibility, use batch shipping and Manual Revision. Contact Customer Care as soon as possible for orders that may still be eligible for changes or cancellation.