When a customer places an order on your Shopify store and you click Request fulfillment, Zopi automatically starts a smart fulfillment processing workflow.

This workflow helps:

• Process fulfillment requests automatically
• Meet Shopify fulfillment response requirements
• Reduce manual fulfillment operations
• Keep your store compliant with Shopify standards

👉 Zopi has up to 4 hours to respond to Shopify fulfillment requests.

The 3 Fulfillment Phases

Phase 1: Validation & Decision

When Shopify sends a fulfillment request, Zopi immediately checks:

• Has this request already been processed?
• Is the supplier order paid?
• Is the order fulfillable?
• Is tracking available?

Possible Outcomes

ACCEPTED

If all requirements are met:

• Zopi accepts the fulfillment request
• Fulfillment starts automatically
• Shopify order moves forward

HOLD

If the order is not ready yet:

• The order enters HOLD status
• Zopi waits for the missing requirements

Common reasons:

• Supplier order not paid
• Auto-pay failed
• Product unavailable

REJECTED

If the HOLD deadline expires:

• Shopify fulfillment request is rejected automatically

👉 This protects Shopify fulfillment SLA compliance.

Phase 2: HOLD Window

If the order enters HOLD status, Zopi temporarily pauses fulfillment while waiting for merchant action or missing fulfillment conditions to be completed.

Common HOLD reasons include:

• Waiting for supplier payment
• Waiting for fulfillment readiness
• Auto-pay failed
• Product temporarily unavailable

Understanding the HOLD Timeline

👉 In this workflow, T = the moment you click “Request fulfillment” on Shopify.

From that moment, Zopi starts counting the fulfillment response window required by Shopify.

Current HOLD timing flow:

T+0         → HOLD starts immediately after Request Fulfillment
T+0         → Reminder Email #1 sent
T+3h20m     → Final Warning Email sent
T+3h30m     → Automatic Reject on Shopify

Example:

• If you click Request fulfillment at 10:00 AM
• The order will be automatically rejected around 1:30 PM if unresolved

👉 Orders are automatically rejected after 3 hours 30 minutes to ensure Shopify fulfillment SLA compliance and protect app/store performance.

How Orders Move from HOLD to ACCEPTED

There are 2 automatic recovery methods.

Method 1: Real-Time Detection

As soon as supplier payment is completed:

• Zopi detects the update almost instantly
• The order is automatically accepted

👉 Usually happens within seconds.

Method 2: Automatic Recheck

Every 15 minutes:

• Zopi scans all HOLD orders again
• Eligible orders are automatically resumed

👉 This acts as a backup recovery mechanism.

Phase 3: Fulfillment Completion

After the order is accepted:

• Shopify fulfillment status changes to:
  • In progress
  • or Accepted
• Zopi waits for the real carrier tracking code

Once tracking becomes available:

• Zopi updates Shopify automatically
• Shopify order moves to completed/closed status
• Customers receive shipment tracking

Automatic Email Notification System

Zopi now uses a simplified fulfillment email system with fewer but more important notifications.

ORDER_READY_TO_PAY

Sent when:

• Order enters HOLD
• Auto-pay is disabled

Purpose:

• Remind merchant to complete supplier payment

AUTOMATION_FAILED

Sent when:

• Auto-pay is enabled
• Automatic payment failed

Purpose:

• Explain payment failure reason

Examples:

• Card declined
• Supplier issue
• Payment processing failure

FINAL_CALL

Sent at:

• T+3h20m

Purpose:

• Final warning before rejection

👉 Merchant has about 10 minutes remaining.

REJECTED

Sent after:

• HOLD deadline expires

Purpose:

• Notify merchant the fulfillment request was rejected

PAYMENT_SUCCESS

Sent when:

• HOLD order becomes successfully accepted

Purpose:

• Confirm payment and fulfillment processing

Cancellation Workflow

When a cancellation request is sent from Shopify:

👉 Zopi always prioritizes responding quickly to Shopify.

Policy:

• Cancellation requests are automatically accepted within Shopify SLA requirements

Why Does Zopi Always Accept Cancellation Requests?

This helps:

• Protect app performance metrics
• Maintain Shopify compliance
• Prevent fulfillment SLA violations

If the supplier already shipped the order:

• Zopi support and operations teams will handle the issue separately afterward

Best Practices

• Pay supplier orders quickly
• Monitor HOLD orders regularly
• Enable automation carefully
• Review failed payment emails immediately
• Avoid waiting until FINAL_CALL notifications

👉 Faster merchant action helps reduce rejected fulfillment requests.

Need Help?

If you need assistance while using Zopi:

• Contact our support team via Live Chat inside Zopi
• Visit the Zopi Help Center for more guides
• Join the Zopi Community to ask questions and learn from other users

👉 Our team is available to help you resolve issues quickly and keep your orders running smoothly.