DorrisTo reply to an order cancellation request, first check two things: has the order shipped, and has the customer been charged? If it hasn't shipped, cancel and refund it, then confirm. If it has, say so plainly and point to your returns route. Never write "cancelled" or "refunded" before it's done. Five templates below cover not packed, being packed, shipped, part of an order and a pre-order.
The reply for an order that hasn't been packed yet, ready to copy. Fill the [blanks]; the other cases are below.
Hi [first name], caught it in time. I've cancelled order [number] and refunded [amount] to your [payment method]. It usually shows in [x-y] business days, depending on your bank. [If they were only authorised, not charged: the hold on your card will drop off on its own, usually within [x] days.]
Send this only after the cancel and the refund have gone through.
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Below is one template for each case. Fill the [blanks] from the order and your own policy. They're examples, not legal advice.
Before you reply
- Check the request comes from the email on the order. If it doesn't, ask them to write from that address before you change anything.
- Look at where the order is: not packed, being packed, shipped, or partly shipped.
- Look at the payment: charged, or only authorised (some pre-orders and payment methods aren't charged until later).
- Check your rule. Until when can an order be cancelled? If your policy doesn't say, a person decides.
1. Not packed yet
Hi [first name], caught it in time. I've cancelled order [number] and refunded [amount] to your [payment method]. It usually shows in [x-y] business days, depending on your bank. [If they were only authorised, not charged: the hold on your card will drop off on its own, usually within [x] days.]
Send this only after the cancel and the refund have gone through.
2. Being packed right now
Hi [first name], thanks for letting me know quickly. Order [number] is being packed as we speak, so [I've gone / I've asked whoever packs] to pull it. If we catch it, I'll cancel and refund it today and confirm by email. If it's already gone, it can come back under our [x]-day return policy: [how]. I'll write either way by [time].
Don't promise you'll catch it.
3. Already shipped
Hi [first name], I'm sorry, order [number] shipped on [date], so I can't stop it from here. Once it arrives, you can send it back under our [x]-day return policy for a refund: [how, and who pays return postage]. [If your carrier and policy allow it: you can also refuse the delivery, and we'll refund once it's back with us.]
4. Cancel one item, keep the rest
Hi [first name], no problem. I've removed [item] from order [number] and refunded [amount] for it to your [payment method]. The rest of your order, [items], [ships as planned / has shipped].
If the item has already shipped with the rest, use template 3 for that item.
5. A pre-order or back-order
Hi [first name], of course. Order [number] was a pre-order for [item], due to ship around [range, from your listing]. I've cancelled it, and [what happened to the payment: refunded [amount] / released the hold on your card]. If you'd like one when it's back in stock, [how to hear about it].
What never to send
- "Cancelled" or "refunded" before you've done it.
- "It's too late, sorry" with no next step. Say how a return works instead.
- A fee for cancelling, or a refund amount smaller than they paid, unless your written policy already says so.
- Order changes for an email address that isn't the one on the order.
Getting fewer of these
- Say the cut-off where they'll see it: "Orders can be changed or cancelled until [time] on the day you order," in the order confirmation email and on your shipping page.
- Write your cancellation rule down once, including pre-orders, so every reply says the same thing.
- Keep these as saved replies where you answer email. The rest of the set: where is my order, damaged or wrong item, and three more free templates.
The rest of the set
This is one of 23 free customer service email templates, by scenario, last updated 2026-10-11.
These cover one kind of email. Reply recipes, the paid pack, has twelve, including cancellations and address changes, refund requests, returns inside and outside the window, warranty claims, angry customers and discount requests. It also has a fill-in policy template and rules for an AI that drafts your replies.
More replies like this: Where is my order?, Damaged or wrong item and Warranty claims. All twelve, with a fill-in policy, are in the Reply recipes pack.
Last reviewed 2026-10-11.
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Tim Haines