Notify customers on WhatsApp when a Shopify order is cancelled

How it works

1. You cancel the order in Shopify Admin, as you do today.
2. Shopify tells WhatsApp Pilot that the order was cancelled.
3. If the Order Cancellation automation is active, one notice is sent to the phone number on the order.
4. The message and its result are recorded in Message History.

What the message contains

You write the text. Variables are filled from the order: the customer's first name, the order name (for example #1042), your store name and, if you want, the order status link. Default templates are included in English, Arabic, French, Portuguese and Spanish.

The message is about the cancellation only. Wording that promises a refund is not accepted when you save the template, because whether and how a refund happens is decided in Shopify.

Cancelling an order is not the same as refunding it

In Shopify, the merchant chooses what happens to the payment when cancelling: refund to the original payment method, refund to store credit, or refund later. WhatsApp Pilot does not see or change that choice, so the notice tells the customer the order was cancelled and invites questions. If you want to explain the refund, do it in the chat that follows.

Works alongside Order Confirmation

• Order Cancellation is its own automation. You activate it separately from Order Confirmation.
• Each cancelled order gets one notice, even if Shopify reports the cancellation more than once.
• If an order is cancelled before its confirmation was sent, the pending confirmation is stopped. A confirmation that already went out cannot be recalled.