Update your customers that you have cancelled their order.
This transactional Tactic is enhancing your automatic email notifications sent by Shopify with additional channels to help reach your customers on their most preferred channel ensuring a better overall customer experience.
The channels included are Email, Mobile Push and SMS Channel.
This Shopify exclusive Tactic is build in Interactions. Simply use the Shopify Event - Order Cancelled to start this program.
It supports the Revenue objective and affects the following strategies:
- Drive purchase frequency
- Increase Average Order Value
- Reduce Customer Churn
- Increase Active Customer Revenue
Interactions program
The advanced program including Mobile Push and SMS Channel looks like the following:
Activating the Tactic
Prerequisites:
- Shopify Plug-in with active Shopify events
- SMS campaign
- Mobile Push campaign
- Personalization tokens
Steps:
1. The Order Cancelled event is pre-selected in the entry node of the program.
2. Create the SMS and Mobile Push campaigns. See Creating the campaigns.
3. Add the personalization tokens.
4. Activate the Tactic
Creating the campaigns
Prerequisites:
- Mobile App connected to Emarsys
To learn how to create SMS campaigns, see Creating SMS campaigns.
To learn how to build a Push message, see Creating a new push message.
As this is a transactional message that only notifies your customers about their order being cancelled, you do not need to consider their marketing opt-in status.
An order cancellation message should meet the following requirements:
- Reassure the customer that the desired action has been taken.
- Provide an short explanation of the reason.
- Answer the question of “now what?”
An example of an order cancellation message look like the following:
You can simply use this example by copying it into the SMS content editor:
Hi {{ contact.1 }}, unfortunately we're not able to fulfill your order. We will refund the payment debited from your account shortly.
Tips & hints
As the first step of creating content for this Order cancellation Tactic, you can get some inspiration and creative ideas at Emarsys Inspirations under the Transactional tab.