Order Cancelled Template
This section covers the use cases of automated messages sent to the customers when the user cancels the order and the steps involved in setting up such automated workflows.
Last updated
This section covers the use cases of automated messages sent to the customers when the user cancels the order and the steps involved in setting up such automated workflows.
Last updated
A customer places an order but later decides to cancel it through your website or app.
As soon as the cancellation is confirmed, they should receive an automated WhatsApp message acknowledging their action, confirming the order cancellation, and offering assistance in case they need help or made the cancellation by mistake, with the following details included:
customer name
order number
a link redirecting the customer to the customer support
Navigate to WhatsApp Templates
1. Go to Templates > WhatsApp in the Mercuri CX dashboard.
Click Create Template.
Select the WhatsApp Account that will be used to send out WhatsApp messages.
Configure Template Details
Fill in the basic template info:
Template Name: order_cancellation (Use an easy name to identify later)
Language: English (or as per your customer base)
Category: UTILITY (since it’s an informational message)
Fill Template Components
Header (Optional):
Note: Headers can contain only one variable if needed, but in this case, a fixed title is considered.
Type: Text
Example Text: Order Cancelled
Body:
Add the message content in the Body section of the template.
To include dynamic information like order ID or customer name, use the "Add Variable" button located at the right end of the Body field.
Sample message :
Hi {{1}}, your order with ID {{2}} has been successfully cancelled as per your request.
If this was a mistake or you need help, feel free to reach out to us.
Variables :
Add a variable value to the corresponding placeholders with a sample value
Note : Each {{ }} is a placeholder that gets replaced dynamically during automation:
{{1}} → Customer name
{{2}} → Order number
Note: Assign sample values for each variable before submitting for approval.
Add Contact Support Button
Click the Add Button > select Call Phone Number
Configure details for the Call to Action section as follows:
Type of Action: Call Phone Number
Button Text: Contact Support
Select Country Code and enter the Phone number of Customer support.
Go to the Automation section in the dashboard.
Click on Create Automation.
Choose the automation type as Order Cancelled from the list.
Select the preferred communication channel as WhatsApp, for delivering the automated message.
Choose the approved Order Cancellation template that we created in earlier steps.
If you have already set up the WhatsApp template for the Order Cancelled event, then jump to this .
