Configure Cancel Order optionUpdated 7 months ago

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

Steps

Go to Settings > 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
Select Cancel Order
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)
Under Response text, write a custom reply message to respond to cancellation requests
Select Save Changes

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 the customer for the reason for their cancellation request. “Save Changes” and “Cancel” buttons are at the 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.

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