Order Withdrawal (Cancellation)
In June 2026, Shopify introduced changes related to new EU consumer protection requirements. These changes are designed to make it easier for customers to request the cancellation of an order directly from the online store.
Changes in Shopify
Shopify now provides customers with an option to request an order cancellation after the order has been placed.
When a customer submits a cancellation request, the merchant receives a notification in Shopify. The order is not cancelled automatically. The merchant can choose to approve or reject the cancellation request.
If the merchant approves the request, Shopify processes the cancellation and updates the affected order line items accordingly.
How does this affect Packrooster?
Packrooster relies on the fulfillment order data received from Shopify to determine whether an order can be processed for shipping.
When a merchant approves a cancellation request and the affected line items are cancelled in Shopify, Packrooster recognizes that there are no longer any shippable items associated with those line items.
As a result, the line items can no longer be fulfilled in Packrooster and the shipment creation is prevented for cancelled items. This behavior is intentional and helps prevent accidentally shipping products that have already been cancelled in Shopify.
What if the order still needs to be shipped?
If an order was cancelled by mistake or the merchant decides to proceed with fulfillment, the order details must first be corrected in Shopify. After the order contains valid, shippable line items again, Packrooster will be able to process the order normally.
Summary
Shopify's new order cancellation request feature helps merchants comply with EU consumer protection requirements by allowing customers to easily request order cancellations.
When a cancellation request is approved and the related line items are cancelled in Shopify, Packrooster automatically prevents those items from being fulfilled. This ensures that cancelled products are not accidentally shipped and that fulfillment data remains consistent between Shopify and Packrooster.