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.

Use case 1: Customer-Initiated Order Cancellation

Order Cancelled Whatsapp Template

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 / SMS 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

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp / SMS template for the Order Cancelled event, then jump to this section.

A .1. Setting up the WhatsApp Template

1. Navigate to WhatsApp Templates

Step 1 : Navigate to WhatsApp Templates

1. Go to Templates > WhatsApp in the Mercuri CX dashboard.

1. Click Create Template.

2. Select the WhatsApp Account that will be used to send out WhatsApp messages.

1. Configure Template Details

Step 2: 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)

[ Understand the different categories of WhatsApp templates]

1. Fill Template Components

Step 3 : template Components

Header (Optional):

Note: Headers can contain only one variable if needed, but in this case, a fixed title is considered.

1. Type: Text

2. Example Text: Order Cancelled

[Click here to explore different media that can be added to the header ]

Body:

1. Add the message content in the Body section of the template.

2. 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.

1. Add Contact Support Button

Step 4 : Adding contact Support Button

1. Click the Add Button > select Call Phone Number

2. 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.

[Know more about the different buttons available in templates]

A. 2. Setting up the SMS Templates

1. Go to the Templates section in the left-hand menu of the Mercuri dashboard, and select SMS.

1. In the top-right corner, click Create Template to begin.

3. Fill in Template Details

You’ll be directed to the SMS template creation form. Fill in the following:

• Template Name: Enter a short, descriptive title so it’s easy to identify the purpose of the message.

Example

Order cancellation

• Template Text: Craft a clear and concise message (within 160 characters). You can personalize it using dynamic variables.

• Click the Add Variable button in the bottom-right corner of the body section to insert placeholders.

  Example:

  Hi {#var#}, your order #{#var#}  has been cancelled. If this was a mistake or you need help, reply to this SMS or contact our support.

4. Variable Mapping

Map each {#var#} to the actual data fields, like customer name and order id

5. Preview

View the SMS Preview to see how the final message will appear to customers.

6. Save the Template

Click Create to save your SMS template. It will now be available to use in campaigns, automations, or workflows.

B. Adding the WhatsApp/ SMS template to the Automated workflow

• 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 / SMS , for delivering the automated message.

• Choose the approved Order Cancellation template that we created in earlier steps.