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Cancellation Confirmation Automation
Cancellation Confirmation Automation

Creating Cancellation Confirmation Email: Including Order Summary, Product Information, and Billing Details

Ira avatar
Written by Ira
Updated over a week ago

Unfortunately, your customers choose to cancel their orders. Nevertheless, even in such a situation, you should save your brand face, stay professional, and take an extra step to keep your customers interested.


Before you begin

Eligibility and requirements

Cancellation Confirmation is one of the pre-set flows Omnisend has in its library. We always recommend choosing the default automation, as its trigger should be tailored to the platform your store is built on.

Here is the table for your reference:

Automation setup

To create this automation, go to Automations → click on the Create workflow button → Transactional → Cancellation Confirmation.

The cancellation Confirmation setup process is similar to other automation workflows in Omnisend.

Automation trigger settings

For Shopify, BigCommerce, and API-connected stores, the default trigger for this automation is Order canceled.

For all other platforms, the default trigger in the automation settings is set to Order Status Changed → Order Status → Voided.

In the Trigger filter settings, you may target your automation more specifically. However, the rule specified in the filter settings should be met before your automation is triggered. For example, if you choose to trigger the workflow when the Order has a specific tag, this tag should be added automatically. Otherwise, you can add this filter to the Split Condition.

Audience filter/Conditional filter

You may also target your automation based on your customers' Profile data (Country, Gender, Tag, etc.) and their belonging to a specific Segment. If you want to use the Segment based on the purchase behavior, remember that it adds a little overhead to the system and may prevent your automation from being triggered.

Note, if you create a workflow targeted for a specific category, adjust your standard flow so those clients would not receive two messages in the same Order.

Exit conditions

Order Cancellation email doesn't have the default exit condition, meaning the customer exits the flow after getting all messages. However, you may add up to 5 different Exit conditions to cancel the flow under certain conditions. For example, when the Order has a specific tag or the customer meets specified criteria.


If you choose not to trigger the workflow for contacts already in this automation, the same customer won't be able to trigger this sequence within a specific time. Since the Order Cancellation email should be sent for every cancellation, we do not recommend enabling this option.

Content of the message (personalized information)

You can add Email, SMS, and Push notifications when setting this automation. The email channel is suitable for delivering the information; SMS and Push notifications will update your customers immediately.

Once you add the Email message block to the sequence, please make sure you provide the Subject line, Pre-header, and sender's email address. It is a good idea to add personalization to the email's subject line, i.e., the order name or number. Time matters; if you deliver the message immediately and ensure the Order stands out in your customers' inboxes, the customer will build more trust in your store.

After you finish with the general settings, you should move to the content of the email by clicking on the Edit Content button.

We present the content you recommended in the email message builder, but you can also tailor it to your liking.

What is excellent is that you can choose what exactly needs to be shown in the email.

You get to add the following Items:

  • Order summary (includes all order-related details, you can choose what to have in email content);

  • Billing and Shipping (customer's billing and shipping details).

Please, note that confirmation messages will be sent in the currency in which the order was placed.


If your customer subscribed to the SMS channel, they might prefer to receive communication about the Order via SMS. In the Order Cancellation sequence, delivering the message as soon as the request is processed is crucial. So, by adding both Email and SMS, you will ensure the timely delivery of vital data.

Other blocks

You may also add a Push Notification or a tag apart from the SMS and Email. Regarding Cancellation Confirmation, Push Notification is not the most popular choice, but this channel can also be added to the sequence.

Important! When adding different communication channels to the sequence, please ensure you don't untick a checkmark next to the Pass non-opted-in contact to the next workflow step. Otherwise, the flow will be canceled when non-opted-in contact enters the flow.

Best Practices

Order-related automation workflows have very high engagement rates. Instead of being disappointed, you should treat this as another opportunity to engage your customers.

It is a perfect time to offer a similar product or a discount on the next purchase.

Find more examples in the following articles:


Like all other E-commerce features, order confirmation reports are available in the Reports tab. It contains the standard list of reports: number of emails sent, open rate, click rate, sales generated, and removed. Month-by-month view and Activity feed with detailed information are also available.

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