Split order after canceling an item

[JCooper]

If we have a customer reach out to cancel one item in their multiple-item order, it then carries over to ShipStation from Shopify with a quantity of 0. Before the new version, we were able to split the order and cancel the zeroed out item/split order, but now we're unable to.

It then still shows the item total as the original total, but only the item quantity is zeroed out. This makes it more of a hassle when pulling using Pick Lists/Packing Slips. If it still shows an item description, it'd be great to be able to split the order and cancel it, with or without a quantity listed.

[Manager-Erin]

Hello @JCooper, 

Thank you as always for being a member of our community and for reaching out to us. 

After looking into this further it does looks like this is an expected behavior. However, you can make sure that items with 0 quantity do not display on your packing slip. 

If you want to prevent line items from printing on the packing slips when they have a 0 quantity, select Hide Zero Quantity Items in your Print Setup > Document Options settings. This should prevent confusion when picking and packing.

Hopefully this helps you out. 

-Erin: Your Friendly Neighborhood ShipStation Manager 

[JCooper]

@Manager-Erin Thank you so much! I just made the changes in our printer settings and let our team know as well. That's extremely helpful and I appreciate the tip. Have a great rest of your day!

[Manager-Erin]

Hello @JCooper, 

You are so welcome. So happy this was able to help you out. 

-Erin: Your Friendly Neighborhood ShipStation Community Manager