Overview
This module gives customers the ability to self-cancel their order without contacting your customer service team to process the request. The module also has the ability to display various retention strategies to prevent cancellation such as offering a discount, loyalty points, free shipping upgrades and more.
Get Started
To begin configuring this module go to: Order Editing > Order cancellations
Module Preview
There are a few area of customization within the left side settings:
General Settings - customize the module content including the title, and button text.
Response Option - select how Shipment Guard should respond to the request to cancel the order including both automated actions taken within your Shopify store and manual actions for your team to review.
Store Credit - order is immediately cancelled and a store credit issued to the customer.
Refund Payment - order is immediately cancelled and a refund is sent to the original payment on file.
Support ticket - if you currently have a helpdesk integrated under settings, then the system will create at ticket for your team to manually review the request. The order will then need to be cancelled by your team manually.
Cancellation Reasons - these are the most common reasons that a customer may want to cancel their order. You can customize the text of each option, or add your own options by clicking "Add another reason".
Content - customize the messaging shown to customers when submitting their cancellation request, such as an explanation of the process and a summary of the order refund.
Advanced Options
Beyond the customization settings on the left, there are also two advanced options to consider as well:
Display cancellation explanation text field - this option allows you to display a feedback text field, where the customer is required to explain the reason for their cancellation.
Allow customers to enter in a discount code - this option will allow the customer to enter in their forgotten discount code and have it applied to their order if this cancellation reason is selected. This is a great way to process their support request and retain their order.
Retention Strategies
One of the important aspects of this feature is the ability to retain the customer by offering a discount or reward for not following through with the order cancellation process. Each cancellation reason can have it's own retention strategy or if you prefer to not offer one, you can simply leave the option blank.
To get started, scroll down to the Cancellation Reasons section and select a retention strategy for each reason via the dropdown to the right. Today we offer a few options:
Offer store credit - enter in the amount of store credit to issue the customer after the deadline period has completed.
Offer a one-time discount - enter in the value of the coupon & type, this will be provided to the customer immediately.
Offer a shipping upgrade - provide a free upgrade to a different shipping method. This will be applied to the order immediately.
Offer loyalty points - enter in the amount of loyalty points to award the customer after the deadline has expired. This option requires an integration with Rivo.
No retention strategy - if you prefer to not offer a retention option to the customer, select this option.