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Utility template · 6 examples · English & Hindi

Order cancelled WhatsApp templates

Whether the customer cancelled or you had to, a clear cancellation message says what was cancelled, whether money is coming back and when. It prevents a second round of confused messages and, written politely, keeps the customer’s trust.

Cancelled on request

English · en

Hi Aman, as requested, your order SK-48213 has been cancelled. If you paid online, the refund of ₹1,249 will go back to your original payment method within 5–7 working days. Reply here if you have any questions.

10:42

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Hi {{1}}, as requested, your order {{2}} has been cancelled. If you paid online, the refund of ₹{{3}} will go back to your original payment method within 5–7 working days. Reply here if you have any questions.
order_cancellation_en_customer

Cancelled by store

English · en

Order cancelled

Hello Ritu, We are sorry — we had to cancel your order SK-50917 because the blue cotton saree is currently out of stock. The full amount of ₹1,799 will be refunded to your original payment method within 5–7 working days. We apologise for the trouble. Reply to this message if you need any help.

10:42

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Hello {{1}},

We are sorry — we had to cancel your order {{2}} because {{3}} is currently out of stock.

The full amount of ₹{{4}} will be refunded to your original payment method within 5–7 working days. We apologise for the trouble. Reply to this message if you need any help.
order_cancellation_en_store

Confirm cancellation

English · en

Hi Siddharth, we have received your request to cancel order SK-51342. Tap Confirm cancellation to go ahead, or Keep my order if you have changed your mind.

10:42

Confirm cancellationKeep my order

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Hi {{1}}, we have received your request to cancel order {{2}}. Tap Confirm cancellation to go ahead, or Keep my order if you have changed your mind.
order_cancellation_en_confirm_buttons

Cancelled on request

Hindi · hi

नमस्ते अमन जी, आपके अनुरोध पर आपका ऑर्डर SK-48213 रद्द कर दिया गया है। अगर आपने ऑनलाइन भुगतान किया था, तो ₹1,249 का रिफंड 5–7 कामकाजी दिनों में उसी माध्यम में वापस आ जाएगा। कोई सवाल हो तो इसी चैट पर लिखें।

10:42

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नमस्ते {{1}} जी, आपके अनुरोध पर आपका ऑर्डर {{2}} रद्द कर दिया गया है। अगर आपने ऑनलाइन भुगतान किया था, तो ₹{{3}} का रिफंड 5–7 कामकाजी दिनों में उसी माध्यम में वापस आ जाएगा। कोई सवाल हो तो इसी चैट पर लिखें।
order_cancellation_hi_customer

Cancelled by store

Hindi · hi

ऑर्डर रद्द

नमस्ते रितु जी, हमें खेद है कि आपका ऑर्डर SK-50917 रद्द करना पड़ा, क्योंकि नीली कॉटन साड़ी अभी स्टॉक में नहीं है। ₹1,799 की पूरी राशि 5–7 कामकाजी दिनों में आपके मूल भुगतान माध्यम में वापस कर दी जाएगी। असुविधा के लिए क्षमा करें।

10:42

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नमस्ते {{1}} जी,

हमें खेद है कि आपका ऑर्डर {{2}} रद्द करना पड़ा, क्योंकि {{3}} अभी स्टॉक में नहीं है।

₹{{4}} की पूरी राशि 5–7 कामकाजी दिनों में आपके मूल भुगतान माध्यम में वापस कर दी जाएगी। असुविधा के लिए क्षमा करें।
order_cancellation_hi_store

Confirm cancellation

Hindi · hi

नमस्ते सिद्धार्थ जी, हमें ऑर्डर SK-51342 रद्द करने का आपका अनुरोध मिला है। रद्द करने के लिए नीचे कन्फर्म करें बटन दबाएँ, या अगर आप ऑर्डर रखना चाहते हैं तो ऑर्डर जारी रखें चुनें।

10:42

कन्फर्म करेंऑर्डर जारी रखें

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नमस्ते {{1}} जी, हमें ऑर्डर {{2}} रद्द करने का आपका अनुरोध मिला है। रद्द करने के लिए नीचे कन्फर्म करें बटन दबाएँ, या अगर आप ऑर्डर रखना चाहते हैं तो ऑर्डर जारी रखें चुनें।
order_cancellation_hi_confirm_buttons

Variables such as {{1}} are filled with each customer’s details when you send. Example values are shown in the preview. Writing your own? Check it before you submit.

When to send it

  • When a customer’s cancellation request has been processed
  • When you cancel because an item is out of stock or the address cannot be served
  • When a cash-on-delivery order is cancelled for lack of confirmation
  • To confirm a cancellation request before acting on it

Tips for approval and replies

  • If the store cancelled, say why — out of stock, address not serviceable — and apologise once, plainly.
  • Give the refund amount and timeline for prepaid orders so the customer is not left guessing.
  • Resist adding “here are similar products” or a voucher for the trouble. Both make it a marketing template.
  • Make the item name a variable, so one template covers every out-of-stock case.

Category: Utility

Utility templates are about something the customer already did, carry nothing promotional, and cost far less per message than marketing. Add an offer and Meta bills it as marketing. See what it costs · More for e-commerce & d2c: WhatsApp for e-commerce & d2c

FAQ

Frequently asked questions

Something else on your mind? Ask us.

Is an order cancellation message utility or marketing?

Utility, when it is only about the cancelled order and any refund. An apology voucher or product suggestions in the same message make it marketing.

Should I tell the customer why their order was cancelled?

Yes, when the store cancelled it. A short, honest reason — the item went out of stock, the courier does not deliver to their area — prevents follow-up questions.

Related templates

Return & refund update6 templates COD order confirmation6 templates Order confirmation6 templates

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