Order cancelled
Tells the customer their order has been cancelled, with the order details and what happens to their money.
A cancellation the customer did not expect is alarming. A clear message stops them assuming the worst and gives them the facts in writing.
| Flow | Order Flow |
| Sends when | The order is cancelled |
| Category | Utility |
| Reaches opted-out customers | Yes |
| Goal | Confirm the cancellation clearly |
This is separate from the COD Order Cancel Status message, which answers a customer who tapped Cancel Order on a COD confirmation. See COD order confirmation.
Set it up
- Go to Ecomm+ → Order Flow.
- Click the pencil icon on Order Cancelled.
- Pick an approved template, or submit a new one, and map its variables.
- Turn it on.
The template
Hi {{1}},
Your order {{2}} has been cancelled.
Items: {{3}}
Amount: ₹{{4}}
If you paid online, your refund will reach you within our standard refund time. Thank you for shopping with us.| Variable | Map it to |
|---|---|
{{1}} | $FirstName |
{{2}} | $OrderId |
{{3}} | $LineItems |
{{4}} | $OrderAmount |
Replace "our standard refund time" with your real one, such as "5 to 7 working days". A vague promise gets you the follow-up questions the message was meant to prevent.
When to use it
Turn it on if orders in your store are ever cancelled.
Say why, if you can. "Cancelled because this item sold out" is far easier to accept than "cancelled". If your reasons vary, keep the template general and follow up in Live Chat for the orders that need an explanation.
Do not try to win the sale back here. A cancellation message with an offer reads as though you are more interested in selling than in their problem. It also makes the template Marketing. If you want to offer an alternative, reply in Live Chat when the customer writes back.
Updated about 1 month ago