--- title: "Cancelled and Refunded Order Email Flows | Chargezen" description: "Email customers when a Shopify order is cancelled or refunded, then invite them back later. SmartyTap flow anatomy with an example email." url: "https://chargezen.com/smartytap/flows/cancelled-or-refunded-order-email" lang: "en" --- Canonical URL: https://chargezen.com/smartytap/flows/cancelled-or-refunded-order-email # 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. [Start SmartyTap](https://admin.chargezen.com/signup?product=smartytap) [See pricing](https://chargezen.com/pricing) 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. Cancelled or refunded order email flow settings | 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. 1 ### Choose the trigger Order cancelled or Order refunded. Build one flow for each. 2. 2 ### Add the exit A profile filter that removes customers who order again. 3. 3 ### Write two emails A transactional notice, a long wait, then a marketing invitation. 4. 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. [Start SmartyTap](https://admin.chargezen.com/signup?product=smartytap) [Browse the flow library](https://chargezen.com/smartytap/flows) * Starter $20 a month * Pro $199 a month * Same features on both plans ## Common questions ### What is a cancelled or refunded order email flow? 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. ### Does a partial refund start the flow? 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. ### Should the win-back email be marketing? Yes. Anything that invites a purchase is marketing, so only customers who agreed to marketing email get it. The first notice can be transactional. ### Does SmartyTap issue the refund? No. Refunds happen in Shopify. The flow starts after Shopify records the refund. ### How much does SmartyTap cost? 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. [ ### Flow library Every live SmartyTap flow, with its trigger, filters and steps.](https://chargezen.com/smartytap/flows) [ ### Thank-you email Thank customers after every order, or only the first.](https://chargezen.com/smartytap/flows/thank-you-email) [ ### Order tag email Email customers when an order gets a tag.](https://chargezen.com/smartytap/flows/order-tag-email) [ ### Automations Build any flow in the SmartyTap flow builder.](https://chargezen.com/smartytap/journeys) [ ### Audience data The lists, segments and profiles flows filter on.](https://chargezen.com/smartytap/audience-data) [ ### Email marketing Campaigns and templates that share your flow emails’ senders.](https://chargezen.com/smartytap/email-marketing)