Order pausing – also known as the ‘Order edit window’ – is a feature within the Prodigi dashboard, and is available to merchants who use our print API, manual order form, CSV importer or sales channel integrations.
It allows you to pause your orders for a pre-set period of time, or indefinitely until submitted manually, giving you a window of opportunity in which to edit or cancel them free of charge.
When this time window expires, your order will then move into production and you’ll be charged for the order. At this stage, you can still cancel the order but will not be eligible for a refund. Orders cancelled prior to being submitted for fulfilment during the order edit window will not be charged.
As a UK business, Prodigi is bound to abide by consumer law for UK and European retailers. For more information regarding your right to cancel, please refer to Section 7 of our terms and conditions. For more information regarding returns and cancellations, please refer to our FAQs.
How do I configure my order pausing settings?
To configure your order pausing settings, log in to your Prodigi dashboard or create a free Prodigi account. Click ‘Account’ from the menu on the left-hand side to navigate to your settings, then select the ‘Preferences’ tab at the top of the page. You’ll then be presented with the pre-set time delay options listed below.
How long can I pause my order for?
You can choose from a range of pre-set of time delay options, including:
- 2 hours
- 6 hours
- 24 hours
- Hold indefinitely, until manually released
- None, process immediately
By default, all orders are processed immediately. If you choose to add a time delay of two, six or 24 hours, your order will be paused for the specified time, before being submitted for fulfilment. Alternatively, you can choose to put your product on hold indefinitely until submitted manually.
What actions can I take using the order pausing feature?
If you opt to use the order pausing feature, then the following options will be available to you during the order edit window:
- Cancel your order
- Submit your order immediately, overriding any remaining time left on your pre-set delay
- Edit the product SKU, image, shipping speed, delivery address (excluding delivery country) and customer contact details, including their email address and phone number
- Add a packing slip
- Remove a line item from your order
If you’d like to change anything beyond these options, you’ll need to cancel your order and create a new one. We do have adding an additional item on the list as a future feature.
Will using the order pausing feature change the way I’m charged for my orders?
If you pay per order, you’ll only be charged for the order once your order is submitted for fulfilment. Your order won’t be submitted for fulfilment until after any selected time window has elapsed or until you choose to submit your order manually.
The same applies if you pay weekly or monthly. The order will only be charged to your account once it’s been submitted for fulfilment. You’ll then pay for your orders weekly or monthly as usual.
We do this so that we don’t have to make unnecessary charges or refunds while an order can still be edited.
How will paused orders appear in my dashboard?
Any orders held on pause will be assigned a status of ‘Submitted’ on your Orders page and will show a slightly longer order ID than usual – don’t worry, this is nothing to worry about. When this time window expires, your order will then move into production and you’ll be charged for the order. Once submitted for fulfilment, your order will be assigned a status of ‘In production’ which means that the order can still be cancelled but not refunded. If there are any issues with your order, the order status will appear as ‘Requires attention’ and you’ll receive an error email.
Can I override the pre-set time delay applied to my orders?
Yes, you can! To override a pre-set time delay, head to your Orders page, find the order, and click on the ‘Send now’ button. This action will immediately submit your order for fulfilment, cancelling out any remaining time left on your pre-set delay. You can also choose to pause your order indefinitely, until you decide to manually submit it. Please note that once an order is submitted for fulfilment, you’ll no longer be able to cancel it, nor will you be entitled to a refund.
How do I cancel a paused order?
Paused orders can be cancelled by clicking the ‘Cancel order’ button on the Order page or by contacting support@prodigi.com. Any orders cancelled at this point will not have been charged and therefore will not require a refund.
Orders that show a status of ‘In production’ can also be cancelled this same way but will not be eligible for a refund.
I’m a Shopify app user. Is it possible to pause my orders?
Shopify app users have a personalisation feature available within the app that allows them to pause orders (for all designs or just a specific one) to enable them to review it before submitting to print.