Cancel or change an order

Table of contents

• Overview
• Order status
• Unpaid orders
• Paid orders
• Changing an order
• 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:

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 order actions.

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 check if the order can be stopped.

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

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.

Cancel button: Our Customer Care team can activate a cancel button for your account. You must still 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.

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

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.
  Doing so 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 Contact Customer Care. 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.

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.

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.