It may happens hat some orders were wrongly fulfilled. Either because Shopify fulfilled them automatically, or because of some mistake.
Check below to learn how to deal with wrongly fulfilled orders
Deactivate Shopify Autofulfillment Feature
To be able to process your orders with DSers, the status of the orders on Shopify should be unfulfilled.
Shopify has a feature to automatically mark your orders as fulfilled when you receive them, rendering you unable to process the orders with DSers.
Therefore, you need to make sure you have deactivated Shopify autofulfillment feature.
To do so, go to your Shopify admin page, and go to Setting - Checkout
In the Checkout setting, find the Order processing part. Make sure you select "Do not automatically fulfill any of the order's line items"
Don't forget to SAVE your new settings.
Once you have save the new settings, you need to cancel the fulfillment of the orders automatically fulfilled by Shopify
To do this, open your order, and click on the More button.
Then select Cancel fulfillment
Note: your customers will not be notified about this change
Once you have canceled the fulfillment of the orders, the order will have the status Paid / Unfulfilled
Now, just contact DSers Customer Service team, and give the Shopify order numbers that were fulfilled on DSers automatically, and the full domain name of your Shopify store.
Example: "I need to rollback orders: 1001, 1002, 1003 The name of my store is: xxxxxxxxxxx.shopify.com
I already canceled fulfillment of the orders on Shopify"
Our team will get back to you as soon as possible, and will rollback the orders for you so you can process the orders normally.
Don't hesitate to contact us if you have any questions!