# Orders

Shopify designates Cofinal as the preparation location, we validate the order, prepare and dispatch it, and your customer receives the tracking number. You can follow the order all the way in Shopify and under Orders in your dashboard.

## How does the order reach Cofinal?

When your customer orders, Shopify picks the location to prepare the order. Cofinal is picked when the items are in stock with us and the order shipping method is one of our rates.

How the order is then forwarded is your choice under Orders in your dashboard: instant (we forward it right away), delayed (we wait a number of minutes so you can fix mistakes) or manual (you forward the order yourself from Shopify). With manual submission your cut-off is 3 hours earlier.

The order then goes through our validation: the address is usable, the items are in stock, and the shipping method is supported. If all is well, we accept the order and start preparing it. If something is wrong, the order is put on hold, and the reason is stated on the order.

## How does my customer get the tracking number?

Once the parcel is packed and the shipping label booked, the tracking number is added to the order in Shopify. Shopify sends an email to your customer with the tracking number.

## Can I cancel an order in progress?

Yes, you can.

Orders can be cancelled until they are fulfilled. Request cancellation of the order in Shopify; if the order has not shipped yet, we accept and cancel it.

A multi-parcel order is cancelled per parcel: parcels already fulfilled cannot be cancelled, but the rest of the order can.

## Can I change an order in progress?

Yes, you can.

1. **Request cancellation** of the order in Shopify.
2. **Make the change.**
3. **Request preparation** to Cofinal again.

## When am I charged for the order?

Once the whole order has shipped. If the order ships in multiple parcels, it is charged when the last parcel has shipped. All accrued usage is paid in one combined charge, at the latest every 7 days.

[How to pay at Cofinal](/docs/payment.md)

## What happens if an item is sold out?

The whole order waits until all items are back in stock. If you would rather not wait, you can split the order in two in Shopify and request preparation on both parts; the part where all items are in stock continues as normal.

[Held orders](/docs/on-hold-orders.md)

## Who is responsible for the address being correct?

You are. If a parcel is sent back because of an invalid address, it is handled as a return and invoiced as one.

If something is wrong with an address, the order is held before it ships, so you can correct it in time.

[Held orders](/docs/on-hold-orders.md)

## Ofte stillede spørgsmål

### How does an order reach Cofinal?

When your customer orders, Shopify picks the location to prepare the order. Cofinal is picked when the items are in stock with us and the order shipping method is one of our rates. How the order is then forwarded is your choice under Orders: instant, delayed or manual submission. With manual submission the cut-off is 3 hours earlier.

### How does my customer get the tracking number?

Once the parcel is packed and the shipping label booked, the tracking number is added to the order in Shopify. Shopify sends an email to your customer with the tracking number.

### Can I change an order in progress at Cofinal?

Yes, you can. Request cancellation of the order in Shopify, make the change, and request preparation to Cofinal again.

### Can I cancel an order in progress at Cofinal?

Yes, you can. Orders can be cancelled until they are fulfilled. Request cancellation of the order in Shopify; if the order has not shipped yet, we accept and cancel it. A multi-parcel order is cancelled per parcel: parcels already fulfilled cannot be cancelled, but the rest of the order can.

### When am I charged for the order at Cofinal?

Once the whole order has shipped. If the order ships in multiple parcels, it is charged when the last parcel has shipped. All accrued usage is paid in one combined charge, at the latest every 7 days.

### What happens if an item is sold out at Cofinal?

The whole order waits until all items are back in stock. If you would rather not wait, you can split the order in two in Shopify and request preparation on both parts; the part where all items are in stock continues as normal.

### Who is responsible for the delivery address being correct?

You are. If a parcel is sent back because of an invalid address, it is handled as a return and invoiced as one. If something is wrong with an address, the order is held before it ships, so you can correct it in time.