How to Roll Back a Fulfilled Order and Reprocess It

Roll back fulfilled orders to Awaiting orders and reprocess them

Note

Orders in the Fulfilled tab may need to be rolled back for various reasons. This guide walks you through the rollback process and what to watch out for.

How to Roll Back a Fulfilled Order

Option A: Roll Back via DSers

Orders in the Fulfilled tab can be rolled back directly in DSers.

Step 1: Locate the Order

Go to DSers > Open Orders > Fulfilled tab. Find the order you want to roll back, click the order card, then click Roll back orders.

Step 2: Select Order Range

In the pop-up, choose which orders to roll back:

• Order(s) currently selected: Roll back only the order you selected.
• All filtered order(s): Roll back all orders in the current tab. Only use this if you need to reprocess every order.

Click NEXT.

⚠️ Bundle & BOGO orders: You cannot roll back only part of a Bundle or BOGO order. The entire order will be rolled back, and you will lose the AliExpress order number and tracking number for all items. Only proceed if you are prepared to reprocess the entire order.

Step 3: Sync Rollback to Sales Channel

You will see the option: Roll back this order on Shopify too.

Make sure this is checked when rolling back. If you only roll back in DSers, your sales channel will still show the order as Fulfilled, and DSers may pull it back to the Fulfilled tab automatically.

Click ROLL BACK to continue, or GO BACK to cancel.

Step 4: Confirm Rollback

A confirmation pop-up will appear. Enter CONFIRM (case-insensitive) and click OK. Click Cancel if you change your mind.

The order moves to Awaiting orders. You can now reprocess it.

Option B: Cancel Fulfillment in Shopify

If you prefer to handle this directly in Shopify:

1. Go to your Shopify Admin > Orders.
2. Open the fulfilled order you want to roll back.
3. Click the More actions button (three dots).
4. Select Cancel fulfillment.
5. The order will show as Unfulfilled in Shopify, and DSers will automatically roll it back to its previous status in DSers.

Both options achieve the same result: the order will be moved back to the Awaiting orders tab. You only need to perform this action once, either in DSers or in Shopify.

After the Order Is Rolled Back

If you need to place the order again, simply proceed with placing it as usual.

Scenario 1: Place a New Order

If you need to place the order again, simply proceed with placing it as usual.

For a complete walkthrough of the ordering and payment process—including shipping method selection and payment options—refer to [Fulfilling Customer Orders: How to Place & Pay for Supplier Orders].

Tip: DSers will display a pop-up reminding you that an order for this product has already been placed. If you are sure you want to place it again, enter Confirm in the text field and click OK. If you are not sure, click Cancel.

Scenario 2: Add an Existing Supplier Order Number

If the order was already placed with a supplier (e.g., you have an AliExpress order number), you don't need to place it again.

Instead:

1. In the Awaiting orders tab, locate the order.
2. Manually paste the supplier order number into the order.
3. DSers will resume tracking the order status.

For detailed steps on manually adding an AliExpress order number, see [Manual Order on AliExpress? How to Sync It to DSers].

Related Articles

1. Fulfilling Customer Orders: How to Place & Pay for Supplier Orders
2. Manual Order on AliExpress? How to Sync It to DSers
3. BOGO & Bundle Mapping: Sell More with Product Combinations
4. How to Roll Back and Reorder Unfulfilled Orders
5. How to Roll Back Fulfilled Orders for After-Sales Reprocessing

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