How Siena Handles Your Shopify Order Cancellations

When a customer writes in to cancel their order, your automation with the Order Cancellation intent will be triggered. If you use Shopify, you'll have the Shopify > Cancel Order action configured for this automation.

But what happens now?

First, whatever business logic you have provided to Siena in the automation prompt will be followed, but when it comes to the cancellation action a few basic pieces of logic will be checked. You can read more about building automations here.

Cancellation window: In your Siena > Modules > Shopify settings, you can select a cancellation window. This is the amount of time after the order is created that you allow your customers to cancel their order. Siena will first check this, and if it is outside that window she will not cancel the order. If it is within that window, she'll proceed.

Fulfillment status: Siena will check if the order was already fulfilled. If it was, it is too late for her to cancel it in Shopify. In this case, you should instruct the customer on how to get a refund or return their order. These have actions of their own too, so Siena can help with that 😊

Payment status: This determines whether a refund is necessary. The order cancellation action automatically includes a refund for orders that have been paid, so you don't need to do anything extra. If the order has not been paid though, for instance when the payment status is just Authorized, no refund is necessary.

This diagram illustrates that logic.