Sometimes, clients add a partial refund or a retroactively apply a discount to a customer's order before it is pulled into the Coldcart system.
Doing so moves the order out of alignment with Coldcart's three required statuses to be eligible to pull from Shopify: "Open," "Paid" and "Unfulfilled."
Instead, this order would appear:
"Open," "Refunded" and "Unfulfilled" or
"Open," "Partially Refunded" and "Unfulfilled."
In this case, please duplicate the order in Shopify and archive the original order. Once Coldcart fulfills this duplicated order, you may update it's payment status to your choosing.
Note: if you foresee orders regularly being refunded or partially refunded prior to fulfillment, contact Coldcart support to assist with modifying your order filters to include "Refunded" and/or "Partially Refunded" statuses.