Most adoptedPost-purchase
Order Confirmation
- Confirm every order on WhatsApp the moment it is placed
- Filter fake cash-on-delivery orders before they ship
- Send prepaid buyers a summary with tracking
Sends onRuns on
Order Cancellation Save
When an order is cancelled, ask why, then offer the fix that matches the answer.
Your order #5104 has been cancelled, Nour.
Mind telling us why? It helps us fix it.Out of stockWrong itemChanged my mind
Type a message
6 MENA brands run this flow on Nonito. Since October 2025 it has reached 2,015 customers, driven 364 orders and attributed 460K EGP in revenue.
How we measure this, and what it means for you
Per-brand conversion has ranged from 9.8% to 18.5%.
Real results from brands on Nonito. Yours depend on your product and pricing, so read this as a range, not a forecast. Figures in EGP.
What it is
- A cancellation save flow sends a WhatsApp message as soon as an order is cancelled, asking why.
- The reasons are buttons, so answering takes one tap.
- What happens next depends on the answer: a swap for the wrong item, a held discount for a change of mind.
- Anything complicated routes to a person rather than to another automation.
Who runs it
- Brands where cancellations are frequent enough to be worth attacking, usually 5% of orders or more.
- Six brands on Nonito run it today.
- It only pays off where somebody can act on what the reasons reveal.
- Strongest in fashion, where sizing drives most of the volume.
How it works
- The order is cancelled and the flow fires straight away, not at the end of the week.
- A WhatsApp message asks why, with the common reasons as buttons.
- Wrong item pulls an alternative from the same collection and offers a swap.
- Changed mind generates a short-dated discount instead.
- Every answer is tagged on the order, so the reasons build into a pattern.
Why it works
- The customer already knows they cancelled. The message is the difference between them quietly leaving and telling you what went wrong.
- A swap keeps the revenue. A refund loses it and the customer.
- Asking immediately catches them while they still care. A week later they have bought elsewhere.
- The tags are worth as much as the saves. Sizing, stock and delivery problems stop being guesswork.
Cancelled Is Not Lost. Yet.
Most cancellations are fixable. Out of stock, wrong size, a payment that failed, a delivery date that slipped. The customer has not decided to leave you, they have hit a problem you did not solve in time. Asking straight away, while they still care, is the difference between a save and a lost customer.
The moment
An order is cancelled
By the customer, or by you. Either way the flow fires immediately.
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What You Give, What You Get
What you give already exists in your store. What you get comes back automatically.
What you give
- Phone number
- Order number
- Order contents
- Cancellation reasonoptional
- Stock levelsoptional
What you get
- A reason on every cancellation
- Saved orders
- Reason tags that accumulate
- Conversations routed to a person
What Makes It Work, And What Breaks It
The difference between recovering orders and annoying people is in these details.
Do this
Fire immediately
Within minutes of the cancellation, while they still care. A day later they have bought elsewhere.
Give them buttons
Three reasons that cover most cases. Asking people to write an explanation gets you silence.
Match the offer to the reason
A swap answers the wrong size. It does not answer a change of mind, and offering it there reads as pushy.
Check stock before you offer
Offering a swap for something also out of stock turns one bad experience into two.
Apologise first when it was you
If you cancelled because of stock, say so. Asking why is insulting when you already know.
Read the tags monthly
The saves are the small win. The pattern in the reasons is the large one.
What goes wrong
Asking why when you cancelled it
The single fastest way to make a customer angrier than the cancellation did.
Offering a swap for a change of mind
They do not want a different version. They want to not buy it, and pushing reads as desperate.
Collecting tags nobody reads
Then it is just a save flow, and you have thrown away the more valuable half.
A generic apology with a code attached
It reads as buying silence. Ask, then offer, in that order.
No route to a person
The complicated cancellations are the expensive ones. They need a human, not another branch.
How It Changes By Industry
Same flow, different timing and wording.
Fashion & ApparelSizing is the reason
Most cancellations here are size. Offer the next size up or down by name, not a link to the size guide.
Grocery & Q-commerceOffer the substitutionOut of stock is the main cause. Offer the nearest equivalent before the basket is cancelled at all.
Beauty & FragranceShade, not sizeThe wrong shade behaves like the wrong size. Offer the adjacent shade with a photo.
Home, Decor & GiftingDelivery date is the cancellationGifts get cancelled when the date slips. Lead with what you can still deliver in time.
Optical & EyewearPrescription problems need a personAnything involving the prescription should skip the automation and go straight to a human.
See how it is builtThe real builder canvas, with the setup direction on every node.
TriggersTrigger Event
- Event
- Order cancelled
Fires the moment the order is cancelled.
MessagingWhatsApp
- Template
- cancel_reason
- Buttons
- Out of stock · Wrong item · Changed mind
Three reasons as buttons. Do not ask them to write.
MessagingResponses
- On reply
- Tag the cancellation reason
Tags the reason on the order so the pattern builds.
LogicFilter
- Condition
- Reason tag
The offer has to match the reason or it reads as a pitch.
Wrong item
RecommendationsProduct Recommendations
- Source
- Same collection
Same collection, and check it is in stock.
MessagingWhatsApp
- Template
- swap_offer
Name the item and confirm availability.
Changed mind
ActionsDiscount
- Type
- Held credit, 7 days
Held on the account, so there is no code to circulate.
MessagingWhatsApp
- Template
- held_credit
Short. No pressure.
100%
Before you start
- Your store connected, writing cancellations back to Nonito.
- A WhatsApp Business sender connected and verified.
- One template with three reply buttons, approved.
- Live stock levels, if you want to offer swaps.
- Someone watching the inbox for the complicated cases.
Every node carries its own setup direction. Drag the canvas to move around it, or open it full screen.
Questions About This Flow
Is it risky to draw attention to a cancellation?
The customer already knows. The message is the difference between them quietly leaving and telling you what went wrong.
Do we have to offer a discount?
No. The swap path needs no discount at all, and it is where most saves come from. The discount is only for a change of mind, and it is optional there too.
What results should we expect?
Across six brands, per-brand conversion has ranged from 9.8% to 18.5% of the customers reached. The volume is small because cancellations are, but the reason tags pay for the flow on their own.
Can complex cases reach a person?
Yes, and they should. Any branch can end in a Responses node that routes the conversation into a human inbox with the order attached.
How long does it take to go live?
It goes live the day your template is approved. Allow two to three days in total.
Run It Alongside
The flows that protect the order you just recovered.
Second chanceWin-back
Refund Recovery
- Confirm the refund plainly, with timing and no upsell
- Offer store credit toward the next order
- Route quality complaints to a person on your team
See It Running On Your Own Store.
We will connect your store, switch this flow on, and show you what it recovers. Setup takes an afternoon, and you keep everything it builds.