Editing an order
If the order is still in "Processing" status, our recommendation is to cancel and resubmit if an edit is needed.
We are unable to make changes to the blank and/or DTF film order once it moves from "Processing" to "In production." If the order has not yet moved to decoration, it is possible we can assist with changing the DTG file, embroidery file, or embroidery thread. We are unable to hold orders. If a change is needed reach out to production@fulfillengine.com with the requested updates.
The most advisable action is to verify order details prior to submitting for processing. We cannot assure that any requested modifications can be accommodated.
Canceling an order
Since everything is custom decorated, we are unable to cancel orders that are already in production. However, if the order is still in "Processing" status, you have the option to cancel.
The time that an order will move from Processing to In progress will very but is typically around 7am EST. An order officially moves to "In progress," when blanks have been ordered.
Canceling from the order view
To cancel an order, go into the order within your Fulfill Engine account, select the Tasks dropdown located under the address and select Cancel order.
Once canceled, an automatic refund will be issued to the original payment method!
The end customer can cancel from the confirmation email
Your customer also has access to cancel the order they placed while it is still in Processing status!
When an order is submitted, your customer will receive an automated email confirming the order details. There is a tracking option within that email that allows them to cancel. Once the order move to In progress, the option to cancel will automatically be removed from the order confirmation.
The contact us email will be the contact email address listed within the branding section on the white-label store.
