Our Lab Fulfillment partners have set an industry standard for quick turn-around times. If you have received the "Order is now in Production" email, it is usually too late to make changes or cancel the Order. You can still get in touch with Pixieset, and we will do the best we can to help. Email firstname.lastname@example.org as soon as you can with the Order number and any other information you think might be helpful.
If you would like to review your Orders before they are sent to the Lab for fulfillment, you may want to consider turning on Order Delay. Order Delay allows you to delay Orders for a specified timeframe for your approval and review, before being submitted to the Lab for production automatically. An Order that is in Order Delay status does not require your approval before being sent to the Lab; it simply gives you a set amount of time during which you can review the Order before it is submitted.
You can only cancel an Order before it has gone into production; if it is in the "Pending" stage or while it is in Order Delay it can be cancelled. Each option will give you the ability to cancel the Order, which will stop it from going to the Lab for production, and refund your clients immediately. Once an Order has changed to "Processing" status it can usually no longer be cancelled or changed.