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FAQ: Ordering

How do I place orders?

The most popular way to place orders is by using our print API or Manual Order Form (which we affectionately call “The MOF”).

Alternatively, we have a CSV import tool for clients unable to integrate with the full print API but who need to process large volumes of daily print on demand orders.

And we also have Mobile SDKs, print shop and photo books software, as well as automated integrations for Shopify, BigCommerce, Etsy, Wix, Squarespace, WooCommerce and Adobe Commerce.

We also have a number of “How to” guides for step-by-step use of the Manual Order Form, our Shopify print on demand app, and other integrations.

What do your order statuses mean?

Open means that your order has been received.

In production means that your order has been allocated to a lab and is in the process of being worked on.

Shipped means that the order has been printed and shipped.

Why hasn’t my order been processed yet?

It can be frustrating if an order doesn’t ship when you expect it to and our customer support team will be happy to investigate if you have any concerns relating to order fulfilment. However, you may be able to find answers sooner amongst these common reasons for delays:

Variations in fulfilment times

Generally, our print on demand products take between 1 and 4 working days to print and ship, with the majority of “Global” products shipping within 48 hours. Working days does not include weekends, so if the order was placed on a Friday night, the clock doesn’t start until Monday morning. The same applies with public holidays.

Your billing card needs updating

If you have an outstanding payment, all of your orders will be placed on hold until the payment clears. We will attempt the charge again once every 24 hours. If you have not registered a valid credit card in the Prodigi app, your orders will not be processed until you do. You should be notified automatically by email in either of these scenarios. Since orders can only enter the fulfilment queue once payment has cleared, you’ll need to account for an additional 24 hours or more (depending on when the charge was finally successful).

Your Prodigi account isn’t properly linked

If you’ve recently requested a new password, or previously opened a Prodigi account (with Shopify or signing up via our website), you may need to re-enter your username and password in the app settings.

Is there a minimum number of sales I need to commit to?

No, there are no minimum orders and no monthly fees.

All of our products are printed on demand. So you only pay for **what you sell, when you sell it. **And whether you’re expecting to sell ten or ten thousand products per month, we still want you as a partner!

What if I (or my customer) want to cancel an order?

Before an order is in production it can be cancelled and refunded by pressing the “cancel” button in your dashboard. Once an order has been submitted to production an order can still be cancelled, but we will only provide a refund for unused shipping.

We recommend configuring a pause window to your orders to delay them going into production if you need to ensure a cancellation window is always available.

Please try this option first and if the option to cancel isn’t there contact support us as soon as possible - if the order has not yet been processed by the printer we may be able to stop it for you.

What rights do my customers have to cancel orders?

Prodigi is domiciled in the UK.

All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).

These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create (and you, therefore, sell) fall under those items that you are unable to return once received, unless there is a defect with the product.

The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or pe_rsonalised items_. All print on demand products are tailor made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.

This means you can cancel and receive a full refund for orders before they are in production. Once in production we can no longer guarantee a cancellation and you will be charged for the product costs.

We recommend configuring a pause window to your orders to delay them going into production if you need to ensure a cancellation window is always available

For more information regarding your right to cancel, please refer to Section 7 of our terms and conditions or email

Can I create borders when ordering with the manual order form?

Yes, our cropper feature allows you to create borders with the manual order form.

I’ve forgotten my password for the pwinty dashboard, how do I reset it?

Please go to: to reset your password.

What is order pausing?

Order pausing – also known as the ‘Order edit window’ – is a feature within the Prodigi dashboard, and is available to merchants who use our print API, manual order form, CSV importer or sales channel integrations.

It allows you to pause your orders for a pre-set period of time, or indefinitely until submitted manually, giving you a window of opportunity in which to edit or cancel them free of charge.

When this time window expires, your order will then move into production and you’ll be charged for the order. At this stage, you can still cancel the order but will only be eligible for a refund on unused shipping costs. Orders cancelled prior to being submitted for fulfilment during the order edit window will not be charged.

As a UK business, Prodigi is bound to abide by consumer law for UK and European retailers. For more information regarding your right to cancel, please refer to Section 7 of our terms and conditions. For more information regarding returns and cancellations, please refer to our FAQs.

How do I configure my order pausing settings?

To configure your order pausing settings, log in to your Prodigi dashboard or create a free Prodigi account. Click ‘Account’ from the menu on the left-hand side to navigate to your settings, then select the ‘Preferences’ tab at the top of the page. You’ll then be presented with the pre-set time delay options listed below.

How long can I pause my order for?

You can choose from a range of pre-set of time delay options, including:

  • 2 hours
  • 6 hours
  • 24 hours
  • Hold indefinitely, until manually released
  • None, process immediately

By default, all orders are processed immediately. If you choose to add a time delay of two, six or 24 hours, your order will be paused for the specified time, before being submitted for fulfilment. Alternatively, you can choose to put your product on hold indefinitely until submitted manually.

What actions can I take using the order pausing feature?

If you opt to use the order pausing feature, then the following options will be available to you during the order edit window:

  • Cancel your order
  • Submit your order immediately, overriding any remaining time left on your pre-set delay
  • Edit the product SKU, image, shipping speed, delivery address (excluding delivery country) and customer contact details, including their email address and phone number
  • Add a packing slip
  • Remove a line item from your order

If you’d like to change anything beyond these options, you’ll need to cancel your order and create a new one.

Will using the order pausing feature change the way I’m charged for my orders?

If you pay per order, you’ll only be charged for the order once your order is submitted for fulfilment. Your order won’t be submitted for fulfilment until after any selected time window has elapsed or until you choose to submit your order manually.

The same applies if you pay weekly or monthly. The order will only be charged to your account once it’s been submitted for fulfilment. You’ll then pay for your orders weekly or monthly as usual.

We do this so that we don’t have to make unnecessary charges or refunds while an order can still be edited.

How will paused orders appear in my dashboard?

Any orders held on pause will be assigned a status of ‘Submitted’ on your Orders page and will show a slightly longer order ID than usual – don’t worry, this is nothing to worry about. When this time window expires, your order will then move into production and you’ll be charged for the order. Once submitted for fulfilment, your order will be assigned a status of ‘In production’ which means that the order can still be cancelled but not refunded. If there are any issues with your order, the order status will appear as ‘Requires attention’ and you’ll receive an error email.

Can I override the pre-set time delay applied to my orders?

Yes, you can! To override a pre-set time delay, head to your Orders page, find the order, and click on the ‘Send now’ button. This action will immediately submit your order for fulfilment, cancelling out any remaining time left on your pre-set delay. You can also choose to pause your order indefinitely, until you decide to manually submit it. Please note that once an order is submitted for fulfilment, you’ll no longer be able to cancel it, nor will you be entitled to a refund.

How do I cancel a paused order?

Paused orders can be cancelled by clicking the ‘Cancel order’ button on the Order page or by contacting Any orders cancelled at this point will not have been charged and therefore will not require a refund.

Orders that show a status of ‘In production’ can also be cancelled this same way but will not be eligible for a refund.

I’m a Shopify app user. Is it possible to pause my orders?

Shopify app users have a personalisation feature available within the app that allows them to pause orders (for all designs or just a specific one) to enable them to review it before submitting to print.