Order cancellation message: 19 WhatsApp samples for cancelled orders, COD cancellations and refunds

13 order cancellation and refunds templates

Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.

1. Order cancelled

   Hi {{1}}, your order {{2}} from Rangoli Home has been cancelled as you requested. A refund of {{3}} will be sent to your {{4}} within 24 hours, and banks usually take 5 to 7 working days to show it. Reply HELP if you did not ask for this cancellation.

   • HELP

   Cancellation confirmed (customer request, prepaid order)

   Utilityordcancel_customer_request_prepaidLanguage: en

   Use it when: Right after a customer cancels a paid order on your website, app or by calling you, before it is dispatched.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Priya
   {{2}}	Order number	RH-48213
   {{3}}	Refund amount	₹2,349
   {{4}}	Original payment method	HDFC credit card ending 4417

   • Show only the last four digits of a card. The customer recognises the card and nothing sensitive is exposed.

2. Hi {{1}}, we have cancelled your cash on delivery order {{2}} for {{3}} as requested. You have not been charged anything, and the courier will not visit. If this was a mistake, reply REORDER within 24 hours and our team will place it again for you.

   • REORDER
   • Talk to us

   COD order cancelled by the customer

   Utilityordcancel_cod_customer_requestLanguage: en

   Use it when: When a COD order is cancelled by the customer before dispatch. Saying "you have not been charged" stops the follow-up question.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Arjun
   {{2}}	Order number	KO-10582
   {{3}}	Items in short	2 x cold-pressed groundnut oil 1 L

   • REORDER restores the same order, so the template stays about the existing transaction; do not add other products.

3. Hi {{1}}, we are sorry: {{2}} in your order {{3}} went out of stock before we could pack it, so we have cancelled the order. The full amount of {{4}} is being refunded to your original payment method today. You do not need to do anything.

   • When will it return?
   • Talk to us

   Seller cancelled: item out of stock

   Utilityordcancel_seller_out_of_stockLanguage: en

   Use it when: When you, not the customer, cancel a whole order because stock ran out. For a delay where you still ship, use the delay apology templates instead.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Meera
   {{2}}	Item	Jaipuri cotton double bedsheet (indigo)
   {{3}}	Order number	RH-48377
   {{4}}	Refund amount	₹1,899

   • Apologise once, then move straight to the money. Long apologies read like an excuse.

4. Hi {{1}}, our courier partners do not deliver to PIN code {{2}} at the moment, so we had to cancel order {{3}}. The amount of {{4}} has been refunded to your original payment method. If you have another address we can deliver to, reply with it and we will place the order there.

   • Use another address

   Seller cancelled: courier cannot deliver to the PIN code

   Utilityordcancel_seller_pincode_not_serviceableLanguage: en

   Use it when: When a prepaid order cannot be shipped to the address given. Offering a new address often saves the sale.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Kabir
   {{2}}	PIN code	194101
   {{3}}	Order number	KO-10611
   {{4}}	Refund amount	₹1,240

5. Hi {{1}}, we did not receive a confirmation for your cash on delivery order {{2}} of {{3}}, so it has been cancelled and will not be shipped. Nothing has been charged. If you still want it, tap Confirm again and we will dispatch it by {{4}} at the latest.

   • Confirm again
   • No, thanks

   COD order cancelled because it was not confirmed

   Utilityordcancel_cod_not_confirmedLanguage: en

   Use it when: When your COD confirmation request goes unanswered for the time you allow (often 24 to 48 hours) and you cancel to avoid a return to origin.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Rahul
   {{2}}	Order number	SS-22914
   {{3}}	Order value	₹1,499
   {{4}}	Dispatch day	Tuesday

   • Send it once. Repeated nudges for an unconfirmed COD order start to look like marketing.

6. Hi {{1}}, the payment for order {{2}} did not complete, so the order has been cancelled. If {{3}} was debited from your account, your bank will reverse it automatically, usually within 5 working days. You can place the order again with the same cart from the link below.

   • Open my cart

   Order cancelled: payment did not go through

   Utilityordcancel_payment_not_completedLanguage: en

   Use it when: When a UPI or card payment fails or times out and your system cancels the pending order.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Neha
   {{2}}	Order number	RH-48402
   {{3}}	Amount	₹3,150

   • The URL button's variable (the cart id) is filled separately from the body variables when you send.

7. Hi {{1}}, we received your request to cancel order {{2}}, but it was handed to {{3}} this morning and can no longer be stopped. Please refuse the parcel at the door, or accept it and request a return within 7 days. Your refund starts as soon as the parcel reaches our warehouse.

   • I will refuse it
   • Request a return

   Cancellation request: already shipped

   Utilityordcancel_not_possible_shippedLanguage: en

   Use it when: When a customer asks to cancel after dispatch. Say clearly what they can still do, so they do not raise a payment dispute.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Sunita
   {{2}}	Order number	KO-10655
   {{3}}	Courier	Delhivery

   • If the customer asked in chat less than 24 hours ago, you can send this as a normal reply without a template.

8. Refund initiated

   Hi {{1}}, we have initiated a refund of {{2}} for order {{3}} to your {{4}}. It should reach you by {{5}}. If it has not arrived by then, reply to this message with your order number and we will share the bank reference.

   Refund initiated

   Utilityrefundmsg_initiated_original_methodLanguage: en

   Use it when: The moment your payment gateway accepts the refund request, after a cancellation or a return.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Vikram
   {{2}}	Refund amount	₹4,800
   {{3}}	Order number	SS-22870
   {{4}}	Refund method	UPI ID vikram@okaxis
   {{5}}	Expected date	6 Nov 2026

   • A date ("by 6 Nov") gets fewer follow-up chats than a range ("5 to 7 working days").

9. Hi {{1}}, your refund of {{2}} for order {{3}} has been completed. Reference number: {{4}}. If you cannot see it in your account, share this reference number with your bank; they can trace the credit with it.

   • Received, thanks
   • Not received

   Refund completed, with the bank reference

   Utilityrefundmsg_processed_with_referenceLanguage: en

   Use it when: When the gateway reports the refund as processed and gives a reference: ARN for card refunds, UTR or UPI reference for bank and UPI refunds.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Pooja
   {{2}}	Refund amount	₹2,349
   {{3}}	Order number	RH-48213
   {{4}}	UTR, UPI reference or card ARN	ARN 74332746305120458829141

   • Send the reference proactively. It ends most "refund not received" disputes in one step.

10. Hi {{1}}, one item from order {{2}} could not be shipped: {{3}}. We have refunded {{4}} for it to your original payment method. The rest of your order is packed and will be dispatched {{5}}, with tracking sent here.

    • OK
    • Cancel whole order

    Partial refund for one item

    Utilityrefundmsg_partial_item_refundLanguage: en

    Use it when: When part of an order is cancelled or returned and the rest goes ahead. Name the item so the customer can match the amount.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	Anjali
    {{2}}	Order number	KO-10690
    {{3}}	Item and quantity	1 x A2 desi cow ghee 500 ml
    {{4}}	Refund amount	₹849
    {{5}}	Dispatch time	today by 6 pm

    • If a coupon or free delivery was applied to the whole cart, explain how much of it was adjusted, in a follow-up chat reply.

11. Hi {{1}}, your return for order {{2}} has passed the quality check and {{3}} is due to you. As you paid cash on delivery, please add your UPI ID or bank account on our secure refund page using the button below. We never ask for your UPI PIN or OTP to send a refund.

    • Add refund details

    COD refund: ask for refund details through a secure form

    Utilityrefundmsg_cod_refund_details_linkLanguage: en

    Use it when: For COD returns, where there is no original payment method to refund to. Collect account details on your own website, not in the chat.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	Kavita
    {{2}}	Order number	SS-22801
    {{3}}	Refund amount	₹1,650

    • The line about never asking for a UPI PIN or OTP protects customers from refund scams that copy your messages.

12. नमस्ते {{1}} जी, आपका ऑर्डर {{2}} आपके कहने पर रद्द कर दिया गया है। {{3}} का रिफ़ंड आपके {{4}} में भेज दिया है, जो आम तौर पर 5 से 7 कार्य-दिवस में दिख जाता है। अगर यह रद्द आपने नहीं करवाया, तो यहीं जवाब दीजिए।

    • मदद चाहिए

    ऑर्डर रद्द और रिफ़ंड (हिंदी)

    Utilityordcancel_refund_hiLanguage: hi

    Use it when: For customers who chat with you in Hindi. Submit with the Hindi (hi) language code.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer name	शर्मा
    {{2}}	Order number	RH-48420
    {{3}}	Refund amount	₹2,349
    {{4}}	Payment method	UPI खाते

13. Namaste {{1}} ji, aapka order {{2}} cancel ho gaya hai. {{3}} ka refund aapke original payment method par shuru ho gaya hai, 5 se 7 working days mein account mein dikh jayega. Koi sawaal ho to yahin reply karein.

    • Sawaal hai

    Order cancel aur refund (Hinglish)

    Utilityordcancel_refund_hinglishLanguage: en

    Use it when: For customers who write in Roman Hindi. Submit with the English (en) language code, because the text is in Latin script.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer name	Suresh
    {{2}}	Order number	KO-10702
    {{3}}	Refund amount	₹1,120

Frequently asked questions