Updated November 2026
Canceling or changing an order
Fulfillment clientsAn order can be canceled any time before it is released to the warehouse floor. Once released, cancellation is not guaranteed; once shipped, it cannot be recalled, but we can issue a return label. Canceling an order in your store does not cancel it at Kaerwell.
Canceling
- In the portal, open the order. If it is still Pending you can hold or cancel it yourself.
- If it is Processing, open a support request right away with the order number; we try to pull it before it is packed.
- If it has shipped, ask for a return label; see Requesting a return label.
Cancel the order in both places. A refund or cancellation in Shopify or WooCommerce does not reach the warehouse; the order ships unless it is also canceled here.
If your store is connected through Kaerwell Connect, canceling an order in your store before we release it cancels it with us too, so it does not ship. Refunding your customer is still done in your store. If you refund or cancel an order after it has shipped, our team is alerted so we can arrange a return if you need one.
Changing contents, quantities, or the address
Possible while the order is Pending, in the portal or by request. Once Processing, open a request and we change it if the order has not been packed. After shipping, see Address changes and carrier intercepts.
Changing the shipping service
See Expedited shipping and service changes.
Orders that never left
If an order shows shipped but never left our facility, tell us; we create a replacement and credit the shipping.
Fraud and review
The system cannot judge whether an order is fraudulent; every imported order ships if stock allows. If you screen orders, set a hold rule; see Holding and releasing orders.