Shopify Cancel Order
Shopify Cancel Order allows you to cancel an order from your Shopify store and send a confirmation message to the customer. You can configure the order ID, the cancellation reason, and the message template. You can use Shopify Cancel Order cards to handle customer requests for order cancellation and provide a seamless shopping experience.
Key Fields To Understand:
Order Number: The bot will ask for the order number for which the order needs to be cancelled.
Email Address: Ask for an email address or phone number to send an Email or SMS notification.
Validation: Validate with the customer order number and send the automated message.
Confirm Cancellation: The bot will send the order cancel confirmation message.
Action Button: Add a clickable action element to expedite the process.
Success Message: If the order is cancelled it will send a success message.
Regret Message: If the order cannot be cancelled it will send a regret message.
Using Cancel Order
Verify order: You need to ask the user for their order number, email address, and validation message to confirm their identity and order details. For example, you can send a message like this:
Hi {{user_name}}, welcome to {{shop_name}}. To cancel your card, we need to verify your order first. Please reply with your order number, email address, and the validation message that we sent you when you placed your order.
Order number, email address, and the validation message is crafted separately and is aksed to customer in a order that card follows.
Confirm cancellation: You need to inform the user about the cancellation policy and ask them to confirm if they want to proceed. For example, you can send a message like this:
Sure, you can only cancel your order (Pre-paid & COD) within {{shopify_wait_time}} from the time you placed an order with us. If you cancel your order, your card will be refunded within {{shopify_refund_time}}. Do you want to cancel your order? Please reply with YES or NO.
Action button: You need to provide the user with two options: Cancel order or Skip. You can use the WhatsApp Flows feature to create interactive buttons that the user can tap to respond. For example, you can send a message like this:
Please choose one of the following options:
Cancel order: Add a button name so that when user tap this button can cancel the order and get a refund.
Skip: Add a button name so that when user tap this button to keep the order and exit the flow.
Success message: You need to send a confirmation message to the user if they cancel their order successfully. You can also thank them for choosing your shop and invite them to shop again. For example, you can send a message like this:
Your order has been cancelled successfully. Your card will be refunded within {{shopify_refund_time}}. Thank you for choosing {{shop_name}}. We hope to see you again soon.
Regret message: You need to send a regret message to the user if they cannot cancel their order due to some reason. You can also provide them with alternative options or contact details for further assistance. For example, you can send a message like this:
Sorry, we cannot cancel your order at this moment. Please contact customer care for further assistance. You can reach us at {{shopify_phone_number}} or {{shopify_email_address}}. We apologize for any inconvenience caused.
You can check and modify other settings for cancelling order under settings > Integration > Shopify Marketing
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