Including a "Contact Us" Cancellation Option for Pre-orders in Shopify

When offering pre-order options, it’s essential to provide customers with an easy way to cancel their orders if they change their mind. Below is a step-by-step guide on how to include a "Contact Us" button using a mailto link in both the confirmation email and the order status page, as well as how to process cancellations once a merchant receives such a request.

Adding a "Contact Us" Button in the Confirmation Email

Step 1: Customize Email Template

Go to your Shopify admin panel.
Navigate to 'Settings', then click on 'Notifications'.
Under the 'Order confirmation' email template, click 'Customize'.

Step 2: Insert mailto Link

In the email body where you want to insert the button, add the following HTML code:

<a href="mailto:your-email@example.com?subject=Pre-order Cancellation Request&body=Hi, I would like to cancel my pre-order. My order number is{{ order.name }}." class="button">Cancel Your Pre-order</a>

Replace your-email@example.com with your actual customer service email address.
Style the link as a button using CSS if necessary.

Step 3: Save Changes

After inserting and styling your link, save the template.
Send a test email to ensure the "Contact Us" button appears correctly.

Adding a "Contact Us" Button on the Order Status Page

Step 1: Edit Order Status Page

From the Shopify admin, go to 'Online Store' and then 'Themes'.
Find the theme you're using and click 'Customize'.
Navigate to the 'Order status' page in the theme editor.

Step 2: Add mailto Link

Add a new section or edit an existing one where you want the cancellation button to appear.
Insert the following HTML:

<a href="mailto:your-email@example.com?subject=Pre-order Cancellation Request - Order {{ order.name }}&body=Hi, I would like to cancel the following pre-ordered item:" class="btn">Contact Us to Cancel Pre-order</a>

Replace placeholders with your support email and any additional text as needed.

Step 3: Style and Save

Use the theme editor to style the button to match your store’s branding.
Save the changes and preview the order status page to ensure the button is correctly displayed.

Processing a Cancellation Request

Step 1: Receive Cancellation Email

Monitor your customer service email for cancellation requests.
Once a request is received, verify the order number and product mentioned in the email.

Step 2: Cancel the Order in Shopify

Go to the 'Orders' section of your Shopify admin.
Locate the order using the order number provided by the customer.
Click on the order to view the details.
Use the 'More actions' dropdown to select 'Cancel order'.
Choose whether to restock the items and whether to refund the payment.
Click ‘Cancel order’ to finalize the process.

Step 3: Confirm Cancellation with the Customer

Send an email to confirm the cancellation and any refund processed.
Ensure to include any pertinent details such as refund processing time or confirmation numbers.

Conclusion

Providing a straightforward mechanism for customers to cancel pre-orders helps maintain customer trust and satisfaction. By including a "Contact Us" button with a direct email link, you give customers a simple way to initiate a cancellation. Promptly processing these requests and confirming them with customers will ensure a positive experience, even when orders are canceled.