> For the complete documentation index, see [llms.txt](https://docs.mercuri.cx/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/restaurant-order-cancelled-template.md).

# Restaurant Order Cancelled Template

## Use case: Customer Cancels the Order

<figure><img src="/files/2eNOTTQVNjWreMs8n5Pz" alt=""><figcaption><p>Order canceled Template</p></figcaption></figure>

When a customer cancels their order via app/website, they should receive a WhatsApp message confirming the cancellation along with:

* Order number
* Refund initiation or next steps (if applicable)
* Contact details for help (optional)

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp template for the ***Restaurant Order Canceled*** event, then jump to this [section](#b.-adding-the-whatsapp-smstemplate-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="/files/SFuB5eiJN1zMtMmrWo02" 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="/files/AA7KjM4vCUBppJ3WM11r" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `Restaurant_order_canceled` (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/features/automations/automated-workflow-for-restaurant-order-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)]

3. **Fill Template Components**

<figure><img src="/files/ifnEtCEQg2RzDSF5eZwh" alt=""><figcaption><p>Step 3 : Fill 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 Canceled`

\[[*Click here to explore different media that can be added to the header*](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header) ]&#x20;

**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;

`Hello {{1}}, your`` `*`order {{2}}`*` ``has been successfully cancelled as per your request.`

`If payment was made online, your refund will be initiated shortly and will reflect in your account within 5–7 business days.`&#x20;

**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. Adding a Contact Support button&#x20;

<figure><img src="/files/gJj2wsSk7UT4gEy8HV32" alt=""><figcaption><p>Step 4 : adding a button (optional)</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:** `Need Help ?`
   * Select **Country Code** and enter the Phone number of **Customer support.**

[*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons)

</details>

<details>

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

<figure><img src="/files/l6VKcNouOFfyhRgzZxrQ" 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**

```
Restaurant order cancelled
```

* **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:**

  ```
  We’re sorry {#var#}! Your order {#var#}  has been canceled. 
  For help, reach out to our support team
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** and **restaurant 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.

</details>

### B. Adding the WhatsApp / SMStemplate to the Automated workflow

* Go to the **Automation** section in the dashboard.
* Click on **Create Automation**.
* Choose the **automation type** as `Order Canceled` from the list.
* Select the preferred communication channel as **WhatsApp / SMS,** for delivering the automated message.
* Choose the approved `restaurant_order_canceled` template that we created in earlier steps.