Cancellation reasons
Turn a cancelled order into insight with a one-tap in-chat survey that also tags the Shopify order.
Select a reason
A cancelled order normally tells you nothing. One tap turns it into a reason you can count.
Cancellations are the most expensive data your store throws away. You know how many you get; you almost never know why. This automation asks the customer directly, in the one channel they'll actually answer, and turns the answer into something you can filter and count.
When to send
Pick one trigger — the survey is sent once per order either way.
Which one you want depends on where your losses actually happen. Stores that lose orders at checkout want the first; COD stores that lose them at the door want the second.
This is separate from the Cancel button on the COD confirmation. That has its own reason picker and fires when the customer refuses an order before it ships. Both file into the same place in the Feedback Center, tagged by source.
The reasons customers can pick
The list is fixed, so answers stay countable — free-text reasons can't be ranked or compared across months.
| Post-cancellation survey | COD cancel (before shipping) |
|---|---|
| Changed my mind | Changed my mind |
| Product size issue | Found a better price |
| Product material not good | Delivery takes too long |
| Delivery takes too long | Ordered by mistake |
| Ordered by mistake | Other |
| I didn't cancel my order | |
| Other |
Both lists include a free-text box for extra detail, and both exist in English and Arabic. The two lists differ because the two moments differ: a customer refusing at the door hasn't seen the product, so "product material not good" can't be their reason.
"I didn't cancel my order" is worth watching. It appears when someone else cancelled — a staff mistake, a courier marking a delivery failed that was never attempted, or a fraudulent cancellation. Any of those is a process problem, not a customer problem.
What happens to the answer
- The Shopify order is tagged with the reason, so you can filter and analyse cancellations directly in your admin.
- It files in the Feedback Center under Cancellation reasons, with the order, the customer, the reason and any comment.
- It's counted in Analytics as a ranked list of top reasons, and as most-cancelled products.
- It appears on your dashboard in the Top cancellation reasons card.
Settings
Two: the master toggle, and the trigger choice. Everything else — the message wording, the reason list, the form — is fixed, because a survey whose options change month to month produces data you can't compare.
The card also links straight to the Feedback Center, so you can read what's come in without hunting for it.
Reading the results
The point isn't the individual answers, it's the pattern. A few examples of what a ranked list tends to reveal:
- "Delivery takes too long" dominating — a courier or a lead-time problem, not a product problem.
- "Product size issue" concentrated on a few products — those product pages need a size guide.
- "Found a better price" rising — a competitor moved, and your COD customers are checking.
- "Ordered by mistake" on a specific product — usually a confusing variant picker or a misleading photo.
Cross-reference with customer acceptance rate. A customer who cancels everything everywhere is a different problem from a product that everyone cancels.