During my order process, I have selected the ability to approve or deny an order before it is processed.  

I have two questions. The first question is just because I am curious. 

1. I have a customer who placed an order.  And, I didn't approve it.  (sizing)  Since I did not approved this order, has my client's credit card been charged? 
   
2. In the event that I cannot re-size the image to an appropriate size and replace it for a more suitable option for my client, how do I cancel an order?
   

Thanks.

Wendy 

Hello Wendy,

When a customer places an order their credit card gets charged regardless whether it goes straight to the lab or it is waiting for an approval from the photographer. If you cannot replace/re-size the image with an appropriate size you would have to lets us know so we could cancel the order. We then would refund the customer, and the customer would then be able to place another order.

I hope this makes sense, if you're still unclear please contact support for further explanation.

Thank you!

Thanks for the reply, Jason.  

I used the 'Contact Us' link at the bottom of the Zenfolio site to begin the process of canceling the order.  Should I have made this request elsewhere?  

Wendy 

 No, this is perfect.

so are you saying that we can not technically cancel an order? we must contact you first?.. please correct me if I am wrong..

Since we will have to issue a refund for the placed order the cancellation has to be done by us.

If you know a certain zenfolio photographer wants the ability to deny an order why charge a credit card before you get the go ahead from the photographer?...maybe it's just how the automated system works?... 

M 

This is how the system is designed.

Jason,

I sent you an email a couple of days ago about cancellation of an order.  It was for a canvas gallery wrap.  Basically, the picture is a rather wide picture and at the time I didn't offer a size that best accommodated the picture.  The customer ordered the canvas gallery wrap , but it was cropped such that I know she won't be happy with the end product.  Since I have set up my orders to where I have to approve them, I have not approved the order.  However, I understand that the customer's credit card will be charged regardless of if I approve the order. 

I just want to make sure that the order is canceled and a refund issued.  I will offer up a size that is more accommodating to the picture and then another order will be made.  How do I cancel the order.  Not approving the order doesn't appear to cancel an order.

The Order details are:

Please send this request to support@zenfolio.com to have the order canceled and refunded. Thanks!