How to Set Up Automated Order Cancellation Messages in ZEPIC Flows

Updated November 04, 2026 · 3 minute read

Order cancellation journeys in ZEPIC are designed to help e-commerce, D2C, and travel brands inform customers of cancelled orders instantly, across SMS, WhatsApp, and email. This is without a team member sending any type of message themselves. This guide covers how to build an automated order cancellation journey in ZEPIC, so every customer hears back the moment their order is cancelled.

• Before You Begin (Prerequisites)
• What Is an Order Cancellation Journey?
• How to Build an Order Cancellation Journey in ZEPIC
• What to Expect After Launch
• Order Cancellation Use Cases for Your Business
• FAQs
• Explore Related Articles

Before You Begin

• An active ZEPIC account with at least one channel enabled, such as SMS, WhatsApp, or email.
• Your Shopify store connected to ZEPIC, or another source sending order data through a webhook.
• Order Cancellation tracked as a custom event flowing into ZEPIC.
• A cancellation message ready for each channel you plan to use.

What Is an Order Cancellation Journey?

An order cancellation journey is a flow in ZEPIC that starts the moment an order is cancelled, so the customer hears back without anyone needing to send the message manually.

The flow is triggered by a custom event set to Order Cancellation using your Shopify integration or a connected webhook.

You can then send the message or messages you have customized for SMS, WhatsApp, or email (on multiple channels and even with a delay between them).

How to Build an Order Cancellation Journey in ZEPIC

1. Connect Your Order Source: Connect your Shopify store to ZEPIC, or confirm the webhook you are using sends order data as it happens (If not done already).

Connect your Shopify store to ZEPIC for order cancellation journeys

2. Open Flows and Set the Trigger: Navigate to Flows in ZEPIC and create a new flow, or edit an existing one, then set the trigger as a custom event and select Order Cancellation on your platform.

Set the Order Cancellation custom event as the flow trigger in ZEPIC

3. Customize Your Messages: Add a step for each channel you want to use, SMS, WhatsApp, or email, and customize the message with order details and personalization such as first name.

4. Choose Timing Across Channels: Send the cancellation message on multiple platforms at once, or add a delay between channels if you want one message to follow the other.

Add a delay between channels in an order cancellation flow in ZEPIC

5. Test and Launch: Trigger a test cancellation, confirm each message arrives correctly, then publish the flow to your live audience.

What to Expect After Launch

Once your order cancellation journey is live, your business can close the loop with every customer the moment an order is cancelled.

Your team does not need to send cancellation updates by hand or check each case manually, meaning that every customer gets a timely message on the channel they prefer, while delivery tracking shows how each one performed.

Order Cancellation Use Cases for Your Business

• Instant Multi-Channel Confirmation: A D2C skincare brand sends an SMS and a WhatsApp message at the same moment an order is cancelled, so the customer sees it wherever they check first.
• Out-of-Stock Cancellations: A fashion retailer sends an SMS explaining an item went out of stock, then follows with an email offering a similar in-stock product as an alternative.
• Customer-Initiated Cancellations: A home décor brand sends a WhatsApp message confirming the cancellation was received, with a short survey asking why, so the team can spot recurring reasons.
• Win-Back for Cancelled Bookings: A travel agency confirms a cancelled booking by email, then delays a WhatsApp message with a rebooking offer a few days later, once the refund has been processed.

FAQs

Can I send the cancellation message on more than one channel at once?
Yes. You can send SMS, WhatsApp, and email together the moment the order is cancelled, or add a delay so one channel follows another.

Does this only work with Shopify?
No. Shopify is the most common source, but the same flow can trigger from any other webhook that sends an Order Cancellation event into ZEPIC.

Do I need coding experience to build this journey?
No. ZEPIC uses a visual Flow builder, so you can set the trigger, customize messages, and add delays without writing code.