Automating Cancellation Notifications

Automating cancellation notifications helps you handle order issues professionally and efficiently. By keeping customers informed in real-time, you demonstrate transparency and care, which can turn a potentially negative experience into a positive one. Follow this steps to set up an automated workflow in MyAlice to send a WhatsApp message to customers whenever their order is cancelled, whether due to stockouts or other reasons.

1. Start by logging into your MyAlice account and navigating to the Create Automation section.

1. Click on Select Trigger to define the event that will initiate the automation.

1. For this workflow, choose Order Cancelled as the trigger and save it. This ensures the automation starts whenever an order is marked as cancelled.

1. Once the trigger is set, click on Action to define what happens next.

1. Under the WhatsApp section, select Send WhatsApp Template. This allows you to send a pre-designed message to customers, informing them about the cancellation and providing any necessary details.

1. Next, choose the appropriate WhatsApp Channel from the dropdown menu. Then, select the template you want to use for this notification. For this example, we’ll use the template, which will include confirmation that the order has been cancelled along with a link to the website, namly order_cancel template.

1. The Template Preview will show how the message will appear to customers. To personalize the message, assign dynamic variables such as the customer’s name, order ID, or cancellation reason using the Select Variables dropdown. Additionally, set a Fallback Value for each variable, which will be used if the selected variable is unavailable. Once everything is configured, save the action to finalize the setup.