This article explains how fulfilment works after you’ve published a product listing from Papello to Shopify, and what you need to do when an order is placed.
Unlike Etsy and WooCommerce, Shopify requires the merchant to request fulfilment. This is done directly inside Shopify — you do not need to log in to Papello to submit the order.
Important Requirements (Please Read)
For fulfilment to work correctly, all the following must be true:
- The product must be a Papello product
The item must have been created in Papello and published to Shopify from the Papello dashboard.- Automation rules must be enabled
Automation is set up automatically when the product is published.
If automation has been disabled, fulfilment will fail.- Automation rules can be checked in two places
- On the Listing page
- On the Shop Automation page
If automation is disabled, re-enable it before requesting fulfilment.
What Happens When a Customer Places an Order
When a customer places an order in your Shopify store that includes a Papello product:
- The order appears in your Shopify admin as normal
- The Papello items are marked as fulfilment-ready
- A Request Fulfilment button becomes available
Step 1: Request Fulfilment in Shopify
Go to Orders in your Shopify admin and open the order.
If the order contains a Papello product, you will see a button labelled:
Request Fulfilment
Click Send fulfilment request to send the order to Papello for production.
This tells Papello to:
- Create the Papello order
- Charge your saved payment method
- Print and ship the item to your customer
Important: 1-Minute Fulfilment Delay
After clicking Request Fulfilment, there is a 1-minute delay before the fulfilment request is accepted.
This delay exists to allow time for:
- Last-second address corrections
- Quantity changes
- Order edits
During this 1-minute window, you can click Cancel Fulfilment in Shopify if needed.
Once you’ve made your changes, you can request fulfilment again.
After Fulfilment Is Accepted
Once the fulfilment request is accepted:
- The order is sent to Papello – You will see the submitted request on the orders page.
- The item enters the print and fulfilment process
- Tracking and status updates will be returned to Shopify automatically
At this stage, fulfilment is considered in progress.
Cancelling After Fulfilment Has Started
If you need to cancel fulfilment after the request has been accepted:
- You must contact Papello support directly
- Cancellation is only possible if the item has not yet entered production
- If eligible, the order can be cancelled and refunded
Once production has started, the order can no longer be cancelled.
Common Reasons Fulfilment Fails
If fulfilment does not start, check the following:
- The product was published from Papello (not created directly in Shopify)
- Automation rules are enabled
- You clicked Request Fulfilment in Shopify
- The 1-minute delay has passed