Close the loop when an order doesn’t work out.
Two flows, one for cancelled orders and one for refunds. Each explains what happens next, and can invite the customer back once some time has passed.
- trigger
- Order cancelled
- trigger
- trigger
- Order refunded
- trigger
- if they order again
- Stops
- if they order again
What is a cancelled or refunded order email flow?
A cancelled or refunded order email flow tells a customer what happens after their order is cancelled or refunded, and can follow up later with a reason to come back. In SmartyTap these are two triggers, Order cancelled and Order refunded, each starting its own flow.
Anatomy of the flows.
One flow per trigger. The same shape works for both.
| Part | Setting | Why |
|---|---|---|
| Trigger | Order cancelled, or Order refunded | Cancelled starts when Shopify cancels the order. Refunded starts when a refund is recorded on it. |
| Trigger filters | Optional: order total at least an amount | Save the personal follow-up for bigger orders. |
| Profile filters | Placed an order zero times since starting this flow | If the customer orders again, they leave before the win-back email. |
| Re-entry | Allow after a period, such as 90 days | A customer with several cancellations doesn’t get the win-back each time. |
| Step 1 | Email (transactional): what happens next | When the money comes back, and who to ask. |
| Step 2 | Time delay: a few weeks | Give it time before asking for anything. |
| Step 3 | Email (marketing): invite them back | Only customers who agreed to marketing get it. |
How to set it up.
- 1
Choose the trigger
Order cancelled or Order refunded. Build one flow for each.
- 2
Add the exit
A profile filter that removes customers who order again.
- 3
Write two emails
A transactional notice, a long wait, then a marketing invitation.
- 4
Preview and turn on
Check both emails, then turn the flow on.
Example email: refund notice.
The first, transactional email of the refund flow.
- Subject
- Your refund is on its way
- Preview text
- Here’s when to expect it.
- Body
- Confirm the refund, say how long banks usually take to show it, and where to write if it doesn’t arrive.
- Tone
- No offer, no pressure. This one is just information.
- Footer
- {{ shop.name }}, {{ shop.address }}.
What makes it work.
Information first
The first email answers "what now?" and nothing else.
Ask later
Wait weeks, not days, before inviting someone back.
Let buyers out
The "placed an order zero times since starting this flow" filter stops the win-back for anyone who already came back.
Let every order start the right email.
Flows, campaigns, forms and customer data in one app, on the same customer record as the rest of Chargezen.
- Starter $20 a month
- Pro $199 a month
- Same features on both plans
Common questions
It tells a customer what happens after their order is cancelled or refunded, and can follow up later with a reason to come back. SmartyTap has two triggers for it: Order cancelled and Order refunded.
The Order refunded trigger starts when a refund is recorded on the order. Filter on the order total, or use a Split, if partial refunds should get a different email.
Yes. Anything that invites a purchase is marketing, so only customers who agreed to marketing email get it. The first notice can be transactional.
No. Refunds happen in Shopify. The flow starts after Shopify records the refund.
SmartyTap Starter is $20 a month for 2,500 contacts and 25,000 emails. Pro is $199 a month, or $1,990 a year, for 25,000 contacts and 250,000 emails. Flows are included in both plans.
Keep exploring SmartyTap.
