The "Order Is Cancelled" campaign fires when an order in your Shopify store is cancelled — whether by the customer or by you. This is an opportunity to recover the customer and bring them back to complete a new purchase.
When it triggers
This campaign fires immediately when Shopify marks an order as cancelled. You can set a delay to wait before sending, which is useful if you want to give the customer time to reach out to you before receiving an automated email.
Use cases
- Win-back offer — if a customer cancelled their order, offer them a discount to encourage them to place a new one
- Check-in email — a friendly message asking if there was an issue and offering to help
- Provide alternatives — if an item was out of stock and caused the cancellation, suggest similar products
Setting a delay
A delay of 1–24 hours is typical for order cancellation emails. This gives you (or your team) time to follow up manually if needed before the automated email goes out, and it doesn't feel too immediate or automated to the customer.
Excluding staff-cancelled orders
If your store frequently cancels orders for operational reasons (inventory issues, fraud, etc.) and you only want to email customers who cancelled themselves, you may want to use customer tags or order tags to filter. See Filters and Targeting for details.