Shopify × WhatsApp
Cancelled order save on WhatsApp, straight from Shopify.
Shopify's order cancelled event starts a Nonito flow that sends the customer a WhatsApp message, in English or Arabic, and attributes every order that follows. WhatsApp is where customers in Egypt and the Gulf already read their messages, and it carries buttons, images and replies.
What the flow uses from Shopify.
Nonito receives orders, abandoned checkouts, customers, products and collections from Shopify. For this flow it listens for one event and uses a handful of fields from it. Discount codes are created in your Shopify store, one per customer, with the expiry you set.
| From Shopify | What it is for |
|---|---|
Order cancelledShopify order | Fires on cancellation, by the customer or by your team, with the items that were in the order. |
| Phone number | From the cancelled order. |
| Order number | So the customer knows which order you mean. |
| Order contents | Needed to offer a sensible swap. |
| Cancellation reason | If your store records one. The flow asks anyway, because the recorded reason is usually a checkbox rather than the truth. Optional. |
| Stock levels | So a swap you offer is actually available. Optional. |
The flow, as it sits in the builder.
When an order is cancelled, ask why, then offer the fix that matches the answer.
The question
Your order #1042 has been cancelled, Nour. Mind telling us why? It helps us fix it.
Wrong item, offer a swap
Got it, thank you. The Weekend Bag is in stock. Want us to swap it and send it today?
3 WhatsApp templates to copy.
Use them as they are or rewrite them in your voice. The variables in braces are filled from Shopify at send time.
The questionEnglish
Your order {{order_number}} has been cancelled, {{first_name}}.
Mind telling us why? It helps us fix it."It helps us fix it" is doing the work. Without a reason to answer, most people will not.
Wrong item, offer a swapEnglish
Got it, thank you.
The {{alternative_product}} is in stock. Want us to swap it and send it today?Naming the specific item and confirming it is in stock removes both the decision and the doubt.
Changed their mindEnglish
No problem at all, {{first_name}}.
If you come back within the week, {{discount_value}} is waiting on your account. No code needed.Held on the account rather than sent as a code. It removes the friction and stops the code circulating.
Every message in this flow, with the reasoning behind each one: Order Cancellation Save in the flow library →
What it has done for brands on Nonito.
6 brands run cancelled order save on Nonito. Between October 2025 and September 2026 it produced:
Measured across every store running it on Nonito, not only this platform, with cancelled orders excluded. Your result depends on your product and pricing, so read it as a range, not a forecast.
How to set up cancelled order save on WhatsApp from Shopify
Connect your Shopify store
Sign up, enter your store domain and approve access in Shopify. Orders, checkouts, customers and products start flowing in, and nothing is exported by hand.
Connect WhatsApp
Bring your WhatsApp Business number or set one up through Nonito. Templates are written in English and Arabic and submitted to Meta for you.
Then build the flow
- Create the flow, choose Trigger Event, and select order cancelled.
- Add a Filter node on who cancelled it, so your own cancellations take the apology path.
- On the customer path, add a WhatsApp node with the three-reason template.
- Add a Responses node to catch the tap and tag the order.
- Add a Filter node on the reason tag.
- For wrong item, add Product Recommendations scoped to the same collection, then a WhatsApp node offering the swap.
- For changed mind, add a Discount node held on the account, then a short message.
- Route anything else to a human inbox with the order attached.
- Turn it on. Every order that follows a message is attributed back to this flow in the dashboard, so you can see what it earned.
Where this goes wrong
- If the cancellation was your own doing, an out-of-stock for instance, lead with the apology. Asking why reads as tone deaf when you already know.
- Do not offer a swap for something that is also out of stock. Check availability before the branch fires.
- A reason tag is only worth collecting if somebody reads it. Otherwise you are gathering data nobody acts on.
Meta charges per delivered template message, and the rate depends on the country. WhatsApp API pricing by country →
Questions Shopify teams ask about this.
Can Nonito run cancelled order save on WhatsApp from Shopify?
Yes. Shopify's order cancelled event starts the flow, and Nonito sends the WhatsApp message with the customer's details filled in from Shopify. It runs on its own once switched on.
Which Shopify event starts it?
Order cancelled. Fires on cancellation, by the customer or by your team, with the items that were in the order.
Do I need a WhatsApp Business API account first?
No. You can bring an existing WhatsApp Business number, or Nonito sets up the API connection and submits your templates to Meta for approval during onboarding. Approval is usually the only thing you wait on.
Can the messages go out in Arabic?
Yes. A Language node sends Arabic speakers the Arabic template and everyone else the English one, using the language on the Shopify customer record.
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.
Related
Cancelled order save from Odoo
The same flow, started by Odoo instead of Shopify.
Odoo version →Order confirmation on WhatsApp
A WhatsApp message the moment an order is placed, asking the customer to confirm it before you pack anything.
See the flow →Abandoned cart on WhatsApp
When someone leaves a full cart, a WhatsApp message brings them back to it. Two messages, then it stops.
See the flow →Put cancelled order save on WhatsApp live.
Start on the free plan and connect Shopify, or book a call and we will set the first flow up with you.