Order cancellation reply templates for Shopify stores
When a customer asks to cancel before you ship, the best reply is a fast one that confirms it's done and says when the money will be back. If the order has already gone, the customer can still cancel, it just becomes a return.
Template
Subject: Order {order_number} cancelled
Subject: Cancellation confirmed: order {order_number}
Subject: Order {order_number} cancelled
- {first_name}
- The customer's first name. Hobson fills this from the conversation.
- {order_number}
- The Shopify order number. Hobson fills this from the matched order.
- {refund_amount}
- The amount refunded, including any delivery charge, such as £36.95.
- {agent_first_name}
- The first name of the teammate sending the reply. Hobson fills this.
- {workspace}
- Your shop name. Hobson fills this.
When to use it
- The customer wants to cancel an order that has not been dispatched.
- Someone ordered twice by mistake.
- A customer doesn't want to wait after you told them about a delay.
If the order has already been delivered, send the return instructions template instead. Return instructions
UK consumer law
Under the Consumer Contracts Regulations 2013, a customer can cancel most online orders from the moment they order until 14 days after they receive the goods. If the customer cancels before dispatch, the refund is due within 14 days of them telling you, including the delivery charge they paid. Personalised and made-to-order items are usually exempt. This is a general guide, not legal advice.
How to use it
- 1
Check it has not shipped
Confirm the order is unfulfilled in Shopify and tell your warehouse or 3PL to pull it before it is picked.
- 2
Cancel and refund in Shopify
Cancel the order with a full refund, including delivery, and restock the items.
- 3
Fill in the amount
Quote the exact refund amount so the customer can match it on their statement.
- 4
If it has already shipped
Explain that the customer can refuse the delivery or send it back once it arrives, and send the return instructions.
Common mistakes
- Refunding the items but keeping the delivery charge on an order that never shipped.
- Cancelling in Shopify but forgetting to tell the warehouse, so the parcel goes out anyway.
- Trying to talk the customer out of it at length. A quick, clean cancellation is what gets them back later.
- Refusing to cancel a personalised order you have not started making. The legal exemption lets you say no, but agreeing costs you nothing at that stage.
What they usually ask next
When will I get my refund? Refund request within 14 days
Related templates
All orders and delivery templates- Change delivery addressReply templates for address change requests: confirm the new address before dispatch, or explain the options once the parcel is already with Royal Mail, Evri or DPD.
- Return instructionsClear return instruction emails: how to pack it, where to drop it off, the returns label or address, and when the refund lands. Ready for Royal Mail, Evri and InPost.
- Apology for delayProactive apology emails for when a batch of orders will ship late: what happened, the new dispatch date, an optional discount and an easy way to cancel.