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 will greatly depend upon where an order is currently in the pipeline.
The chart below briefly explains where an order can be found at any point in the process:
Unpaid Orders
As long as an order has not been paid, you can still cancel it.
Click into the Orders page → Customer Orders, and then open the order in question.
Under the order actions you will find the option to cancel the order. No service or payment fees will be applied in this case.
Reverting a cancelation: Please contact our Customer Care team if you need to revert an order's cancellation.
Paid Orders
Once orders have been transferred to the lab for production, there is still a very limited possibility to cancel them. Please contact our Customer Care staff immediately so we can ask the lab if the order has been produced or can still be canceled.
You can also directly reach out to your lab and ask them if they can still cancel the order on their end. However, please be advised that Miller's Lab will only handle order cancellations through us.
Some labs have a very short turnaround time, and stopping the order before it gets printed and shipped may be impossible.
Refunds: If we manage to cancel the order, you still need to refund the customer via the Refund button on the order page.
Cancel Button: Our Customer Care team can activate a cancel button for your account. However, you need to be aware that you would still need to check with the lab or GotPhoto (especially for Miller's orders) if the lab can still cancel the order on their end. According to our Terms and Conditions (US, CA, UK), canceling an order will not cancel the associated service fee for that order.
Please note: Since orders submitted via Order Entry are paid for outside of GotPhoto, we do not have the ability to refund these orders.
Changing an Order
Changing an order may be possible under the following circumstances:
- If the order is part of a pending batch that has not been sent to the lab: Click the Review Order button at the bottom of the order page:
By clicking it, you will send the order back to your Manual Revision tab, where you can adjust the cropping or change the images before you release the order again to production, in this case, the open batch. - If the customer has selected the wrong product: Please reach out to our Customer Care team. In this case, the order needs to be cancelled, and either the client will place a new order, or you can place a new order via Order Entry for them.
- If an order includes downloads: We can deactivate the download link so long as the customer has not downloaded the images yet.
In case the direct or batch order has already been transferred to the lab, changes are, in most cases, no longer possible. Please contact Customer Care via phone so we can check on your specific case.
The Takeaway
Order cancellations and changes are possible within very short timeframes and in specific cases. Using batch shipping and Manual Revision is the surest way to keep your ability to cancel orders. Contact your Customer Care team as soon as possible in order to try to modify orders that have already been sent to the lab.