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  1. Reply templates
  3. Can I change or cancel my order?

“Can I change or cancel my order?” reply template

Whether an order can still be changed usually depends on whether it has shipped. The reply says which applies and what happens next.

Reply

Hi [first name],

Thanks for letting us know. Your order [order number] hasn't shipped yet, so we've [changed the size to M / cancelled it]. [You'll get a refund of [amount] to your original payment method within [number] days.]

Best regards,
[your name]
[business name]

When the order has shipped

Hi [first name],

Thanks for your message. Your order [order number] left our warehouse on [date], so we can't change it any more. When it arrives, you can return it within [number] days: [returns link].

Best regards,
[your name]
[business name]

When the answer isn't known yet

If the warehouse may already be packing the order, ask before you confirm anything.

Hi [first name],

Thanks for your message. We're checking with our warehouse whether order [order number] can still be [changed / cancelled] and will email you by [day].

Best regards,
[your name]
[business name]

Pip drafts these replies from your order and cancellation policies. Pip can't change or cancel orders, so a draft that promises a change or a refund waits for approval, and someone on your team makes it.

Other reply templates

  • Where is my order?

    A reply for customers asking where their order is, with the tracking link and delivery date, and a version for when you still have to check.

  • Can I return this?

    A reply for customers who want to return an item: the deadline, how to send it back, postage and the refund, and a version for when you have to check.

  • Do you ship to my country?

    A reply for customers asking whether you deliver to their country, with price, delivery time and customs, and a version for when you have to check.

  • Is this in stock in my size?

    Replies for customers asking whether a product is in stock in their size, for in stock and sold out, and a version for when you have to check.

  • Can I change my booking?

    A reply for guests who want to change a booking: until when it's free and what it costs after that, and a version for when you have to check dates.

Try Pip on your own customer email

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