Configure Cancel Order optionUpdated 19 days ago

The Cancel Order option allows customers to submit a request to cancel an order (order information is pulled directly from Shopify).

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Steps

1. Open the dropdown menu in the top-left corner, then select routeWorkflows.

2. In the menu, locate Tools, then select Order management.

   • If you have more than one ecommerce store connected to Gorgias, use the dropdown menu in the top right-hand corner to switch between stores

3. Select Cancel Order 

4. Use the dropdown menu to select an Eligibility window for cancelling orders

   • Here you're choosing what status an order should be in order to allow customers to cancel (unfulfilled, Processing Fulfillment, Pending Delivery)

5. Under Response text, write a custom reply message to respond to cancellation requests

6. Select Save 

<img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025032018-f5cb3c90-bf3c-40e3-b718-26f5c990f3d9-2024-08-23_15-16-61_v2%20(93).webp" alt="The setting page in Gorgias for managing the " cancel="" order"="" scenario="" in="" order="" management.="" the="" interface="" allows="" defining="" eligibility="" criteria="" for="" cancellations,="" with="" “order="" status="" is="" unfulfilled”="" selected.="" below,="" an="" automated="" response="" text="" box="" contains="" a="" message="" asking="" customer="" reason="" their="" cancellation="" request.="" “save="" changes”="" and="" “cancel”="" buttons="" are="" at="" bottom."="">

You can preview the Cancel Order experience by clicking on the preview on the right-hand side. To view the preview in a different channel select the desired channel from the dropdown.