What This Flow Does
Sends an automated WhatsApp message to customers when their order is cancelled on Shopify. The flow includes smart filtering to prevent confusing customers when orders are cancelled as part of backend processes (like COD-to-prepaid conversions).
Why You Need This
Keeps customers informed: If an order gets cancelled (out of stock, payment failure, fraud check, etc.), customers know immediately instead of wondering why their order never arrived.
Prevents confusion: Filters out "fake" cancellations that happen during COD-to-prepaid conversions, so customers don't panic when they see a cancellation for an order they just paid for.
Reduces support tickets: Proactive cancellation notifications prevent "where's my order?" inquiries for cancelled orders.
Builds trust: Transparent communication about cancellations makes your brand feel reliable, even when things go wrong.
Things to Note
Filters Out "Converted to Prepaid" Cancellations
The flow includes a condition check to exclude orders tagged with "converted to prepaid."
Why? In the COD to Prepaid flow, when a customer switches to prepaid payment, the original COD order gets cancelled behind the scenes and replaced with a new paid order. If we sent a cancellation message for that, the customer would panic ("I just paid, why is it cancelled?!").
The "converted to prepaid" tag ensures customers only get notified about real cancellations, not backend order swaps.
Works for All Order Types
The trigger is set to "All" order types, so it fires for COD, prepaid, and any other order type you use. The condition filtering handles which ones actually send messages.
No Delay
The message sends immediately after cancellation is detected. If you want to add a delay (e.g., to give your team time to reverse accidental cancellations), you can add a delay block.
How It Looks In Action
The flow triggers on any Shopify order cancellation, checks if it's a real cancellation (not a COD-to-prepaid swap), and sends a message letting the customer know their order won't be fulfilled.
How Each Step In The Flow Works
1. Trigger: Shopify Order Cancelled
Fires whenever any order is marked as "cancelled" in Shopify, regardless of who cancelled it (merchant, customer, automated fraud check, etc.).
2. Condition Check #1: Is This a Real Cancellation?
Checks if {{trigger.tags}} does NOT contain "converted to prepaid"
If tag is absent (real cancellation):
Flow continues and sends the cancellation message.
If tag is present (COD-to-prepaid backend swap):
Flow stops. No message is sent because the customer's order is actually still active, it just moved from COD to prepaid.
3. Send Message: Order Cancellation Notification
Message:
"Hi {{name}},
We're sorry to see that your order {{order_id}} worth {{currency}}{{total}} has been cancelled. 😔
We hope to serve you better in the future and provide you with the best products for your needs. Feel free to reach out if you have any questions or concerns."
Optional CTA Button: "Shop More"
(Links to your store homepage or best-selling products)
Setup Tips
Customize the message: Add a reason for cancellation if possible (out of stock, payment failed, etc.). You can use conditional logic based on cancellation reason. (Trigger variable for this is "{{trigger.cancel_reason}}")
Add a discount code: Soften the blow by offering a small discount on their next order (5-10% off).
Include support contact: Add a line like "If this was a mistake, reply here and we'll help you out."
Check template approval: Cancellation messages are utility messages, so they typically get approved quickly by Meta. Verify approval status before enabling.
Test both paths: Cancel a regular order and verify the message sends. Then test a COD-to-prepaid conversion and confirm the cancellation message does NOT send for the old COD order.
Questions? Ping us in chat and we'll help you set it up.