# Order Cancelled Template

## Use case 1: Customer-Initiated Order Cancellation

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FFal7nIOkMs5eAu2GMX9U%2Fimage.png?alt=media&#x26;token=9a7aca2e-3506-429b-a2f7-76c5d884587e" alt=""><figcaption><p>Order Cancelled Whatsapp Template</p></figcaption></figure>

A customer places an order but later decides to cancel it through your website or app.&#x20;

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&#x20;
* a link redirecting the customer to the customer support.

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the ***Order Cancelled*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A .1. Setting up the WhatsApp Template</strong></mark></summary>

1. **Navigate to WhatsApp Templates**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FLi2ylv9RKcvkUFdG6wed%2FMercuri%20SMS%20and%20Whatsapp%20-%20Shared%20Inbox.gif?alt=media&#x26;token=20d42b7a-e868-4226-b609-5280e40764aa" alt=""><figcaption><p>Step 1  : <strong>Navigate to WhatsApp Templates</strong></p></figcaption></figure>

&#x20;1\. Go to **Templates > WhatsApp** in the Mercuri CX dashboard.

2. Click **Create Template**.

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

4. **Configure Template Details**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F6NLJFysROGBQcUnjKMRx%2Fimage.png?alt=media&#x26;token=b4873889-fb8b-420a-a229-2021e548cbfd" alt=""><figcaption><p>Step 2: Configure Template Details</p></figcaption></figure>

**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) &#x20;

[\[ *Understand the different categories of WhatsApp templates*\]](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FBmnHtCMiNADSt7ZlhxLE%2Fimage.png?alt=media&#x26;token=3d0c5383-3eb8-494c-9077-97d84f3dd963" alt=""><figcaption><p>Step 3 : template Components</p></figcaption></figure>

**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`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-2.-template-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.&#x20;

Sample message :&#x20;

`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** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

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.

4. **Add Contact Support Button**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FQnF34l0KkHUerayGYxRo%2Fimage.png?alt=media&#x26;token=655a9b43-84dd-4604-ac20-c2de41649837" alt=""><figcaption><p>Step 4 : Adding contact Support Button</p></figcaption></figure>

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.**

[*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-3.-template-buttons)

</details>

<details>

<summary><mark style="color:blue;"><strong>A. 2. Setting up the SMS Templates</strong></mark> </summary>

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FDmLRi1TI1hC8jlmAy8bP%2Fimage.png?alt=media&#x26;token=931e76ed-00e7-43ce-90e6-f10d83ee8636" alt="" width="563"><figcaption></figcaption></figure>

1. Go to the **Templates** section in the left-hand menu of the Mercuri dashboard, and select **SMS**.
2. 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.<br>
* 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**&#x20;

**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.

</details>

### 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.

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/Db9vSZC36_U>" %}

***

<mark style="color:blue;">**Video Tutorial for SMS Automation**</mark>

{% embed url="<https://youtu.be/x3wRTAVdRk4>" %}


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