How to Edit Your Order Cancellation Email
Customise the email customers receive when an order is cancelled, adding context such as the reason, refund timing, or how to reach you for follow-up.
Before You Begin
- You must be logged into the Facilipay Dashboard with admin access.
- Have your custom cancellation email content drafted before starting.
Step-by-Step: Update the Cancellation Email
Open System Messages
Log in to the Facilipay Dashboard, click My Business, then select System Messages.Edit Ordering Messages
Find Ordering Messages and click Edit.Configure the Cancellation Email
Select Ordering Cancellation, enable the custom template using the toggle, and enter your email content in the text box.Save Your Changes
Click Save to apply the new template.
What Happens After You Save
Your custom email is sent to customers automatically when an order is cancelled.
Tips & Best Practices
Acknowledge the inconvenience: A short empathetic note goes a long way for an unexpected cancellation.
Set refund expectations: Mention how and when the customer will see their refund.
Offer a path to follow up: Include a contact email or phone number for further help.