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=" Cancellation Request&body=Hi, I would like to cancel my pre-order. My order number is{{ }}." class="button">Cancel Your Pre-order</a>

  • Replace 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=" Cancellation Request - Order {{ }}&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.


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.

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