Automate WhatsApp Customer Notifications for Cancelled Orders

Customers often feel frustrated and left in the dark when an order is cancelled without immediate, personalized communication, leading to increased support tickets and negative feedback. Relying on email or manual updates can be slow and easily missed, eroding trust and consuming valuable customer service time that could be spent on complex issues.

This Shopify Flow instantly activates upon an 'Order cancelled' event, eliminating communication delays. It then executes an 'Send HTTP request' action, securely transmitting the cancellation details to Irin AI. Irin AI promptly dispatches a personalized WhatsApp message directly to the customer, ensuring timely and reliable updates without any manual effort.

• To proactively manage customer expectations and reduce frustration after an order cancellation.
• When you frequently encounter cancellations due to inventory issues, fraud flags, or customer requests.
• To significantly cut down on 'Why was my order cancelled?' support requests and free up your customer service team.

1. 1

   Create a new Shopify Flow and choose the 'Order cancelled' trigger.

2. 2

   Add an 'Send HTTP request' action to your Flow.

3. 3

   Configure the HTTP request to send a POST to `https://irin.ai/api/v1/shopify/shopifyTrigger`.

4. 4

   Activate the Flow and conduct a test by canceling a dummy order in your store.

What customer data does Irin AI receive from Shopify Flow?

The HTTP request typically sends essential order details, customer contact information (like phone number), and the cancellation reason, allowing Irin AI to personalize the WhatsApp message.

Can I customize the content of the WhatsApp cancellation message?

Yes, message content and templates are managed directly within your Irin AI account. Shopify Flow simply triggers the message, passing the necessary dynamic data for personalization.

What if a customer doesn't use WhatsApp or their number is invalid?

Irin AI's behavior in such cases depends on your specific setup within their platform, often involving a fallback to SMS, email, or logging the delivery failure for your review.

How can I test this automation before going live?

You can test by cancelling a test order in your Shopify development store, or use Shopify Flow's 'Run test' feature if your Irin AI integration supports a test endpoint.

• Shopify Flow

  Native Shopify automation builder.

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