Research shows 68.2% of order cancellations happen simply because customers want to fix a mistake, like forgetting to apply a discount code, etc. In most cases, customers just need an easy way to communicate the change. That’s exactly where an order cancellation email becomes essential.
But for many shop owners, the pain point isn’t the cancellation itself. The problem is not knowing how to use emails to recover a sale from order cancellation.
Moreover, the standard order cancellation email is often cold and transactional, ending the customer relationship on a negative note.
That’s why, in this article, we’ve shared:
- What an order cancellation email is and how to reduce cancellations
- Steps to write an effective order cancellation email
- 10 order cancellation email templates and 20 subject lines
- And as a bonus, a curated list of 5 cancellation email examples from real brands
Turn cancellations into conversions with Retainful’s pre-built automation workflows to save sales without extra effort
What is an order cancellation email?
An order cancellation email is a type of transactional email sent to a customer to formally confirm that their order is canceled.
It is a crucial piece of communication for any e-commerce business, regardless of who initiated the cancellation.
Related reading: What is Email Marketing? – An Ultimate Beginner’s Guide
How to reduce order cancellations?
Here are 5 ways to reduce order cancellations in e-commerce marketing:
- Set clear expectations before purchase: Provide detailed product descriptions, transparent pricing, and accurate shipping timelines to avoid surprises.
- Send instant order confirmations: Reassure customers with detailed confirmation emails including order summary and tracking links.
- Keep customers updated post-purchase: Share timely shipping and post-purchase emails to maintain excitement and reduce uncertainty.
- Make support easily accessible: Provide quick, visible customer support channels to resolve issues before they lead to cancellations.
- Use proactive retention strategies: Offer discounts, gather feedback, and maintain a hassle-free returns policy to minimize cancellations and retain customers.
Related reading: Shopping Cart Abandonment: Reasons & 6 Proven Recovery Strategies
How to write an order cancellation email?
Writing an effective order cancellation email is crucial in e-commerce marketing. It is a transactional message that confirms a cancellation but also serves as a final, professional touchpoint with a customer.
The goal is to be clear, concise, and empathetic to prevent confusion and maintain trust.
Here are the steps to write an effective order cancellation email:
Step 1: Start with a clear and direct subject line
The subject line is the most important part of the email. It should immediately inform the recipient about the email's purpose, confirming the order cancellation.
Best practice: Be specific and include the order number.
Examples:
- Your Cancellation Request for Order #12345 Has Been Confirmed
- Important Update: Your Order [order number] is Canceled
Related reading: 25 Best Follow-Up Email Subject Lines for E-Commerce
Step 2: Use personalization in the email
Start with a personal greeting
- Address the customer by their name to make the email feel personalized rather than automated.
Include key order details
- Add the order number, product details, and even an image of the product.
- This helps the customer immediately recognize which order is referenced.
Use dynamic content
- Leverage dynamic fields to automatically insert customer-specific details such as their name, order number, product name, and price.
- This makes the email relevant and professional without manual effort.
Confirm the cancellation right away
- The first line of your email body should directly state that the order is canceled
- This gives customers instant reassurance that their request is processed.
Example: Your order #[Order Number] is successfully canceled.
Send personalized ecommerce emails without any setup headaches and learning curve with Retiainful’s advanced dyncamic blocks.
Related Reading: Email Personalization - Strategies & Examples that Work
Step 3: Clearly explain the reason for cancellation
Transparency is key to building trust. Briefly explain why the order was canceled, whether it was at their request or due to an issue on your end.
Best practice: Be honest, concise, and avoid jargon.
Examples:
...due to the item being out of stock.
…as per your request on [date].
…due to a payment processing error.
Step 4: Provide details on refunds and next steps
This is crucial for preventing follow-up questions. Tell the customer exactly what will happen next, especially regarding their money.
Best practice: Be specific about the amount, method, and timeline.
Examples:
- A full refund of $XX.XX issued to your original payment method.
- Please allow 3-5 business days for the refund to be processed.
Step 5: End with an empathetic and professional closing
Finish the email on a positive and helpful note. Apologize for any inconvenience and offer to help with future purchases. This maintains a good brand image.
Examples:
- We sincerely apologize for any inconvenience this may have caused.
- If you have any questions, please feel free to contact us.
10 Order cancellation email templates
Using order cancellation email templates can reduce manual errors, have consistent branding, and create an opportunity to prevent order cancellations.
Here we’ve shared 10 free order cancellation email templates:
- Order cancellation confirmation email sample
- Order cancellation message to customer due to Out-of-Stock
- Email template for order cancellation due to payment issues
- Purchase order cancellation email to a supplier
- Booking cancellation email sample
- Response to order cancellation emails
- Subscription cancellation email template
- Requesting subscription pause email template
- Appointment cancellation email template
- Membership cancellation email template
1. Order cancellation confirmation email sample
Subject: Your order [order number] is successfully canceled.
Body:
Hi [Customer Name],
This email confirms that your order #[Order Number] placed on [Date of Order] has been successfully canceled.
You will receive a refund of [Refund Amount] to your original payment method within [Number] business days.
If you have any questions, please reply to this email or contact our support team at [Support Email/Phone Number].
Thank you for your understanding. We hope to see you again soon!
Best,
The [Your Company Name] Team
2. Order cancellation message to customer due to Out-of-Stock
Subject: Important Update Regarding Your Order [Order Number]
Body:
Dear [Customer Name],
We're so sorry to inform you that we've had to cancel your order, [Order Number], as one of the items you selected is unfortunately no longer available.
A full refund of [Refund Amount] has been issued and should be back in your account within 3-5 business days.
We know this is disappointing, and we want to make it right. As a small token of our apology, here is a special offer for your next purchase: [Discount Code or Offer].
We hope to serve you better next time.
Best,
The [Your Company Name] Team
Related reading: 10 Best Back in Stock Email Examples (Tips + Free Templates)
3. Email template for order cancellation due to payment issues
Subject: Your Order #[Order Number] Has Been Canceled
Body:
Hi [Customer Name],
We're reaching out to inform you that we were unable to process the payment for your recent order, #[Order Number].
Since we were unable to authorize the payment, your order has been canceled. No funds have been taken from your account.
We invite you to place your order again at your convenience. Please double-check your payment details and billing address to ensure they are correct.
[Shop Now]
If you have any questions, please don't hesitate to reply to this email.
We apologize for any inconvenience this may have caused.
Best regards,
The [Your Company Name] Team
4. Purchase order cancellation email to a supplier
Subject: Cancellation of Purchase Order #[PO Number]
Body:
Hello [Supplier Contact Name],
Please accept this email as a formal notification to cancel Purchase Order #[PO Number], originally placed on [Date of PO].
We apologize for any inconvenience this may cause. The reason for the cancellation is [briefly state the reason, e.g., "a change in project requirements," "an inventory discrepancy," or "delays in our project timeline"].
Please confirm your receipt of this cancellation request and acknowledge that no further action will be taken on this purchase order.
Thank you for your understanding.
Sincerely,
[Your Name]
[Your Company Name]
[Your Contact Information]
5. Booking cancellation email sample
Subject: Your Booking #[Booking Number] Has Been Canceled
Body:
Hello [Customer Name],
We regret to inform you that we have had to cancel your booking, reference number #[Booking Number], for [Date and Time] at [Location/Service Name].
This cancellation is due to [briefly and politely state the reason, e.g., "unforeseen circumstances," or "an unexpected scheduling conflict"].
We sincerely apologize for any inconvenience this may cause. We are happy to assist you in rescheduling at your earliest convenience or issuing a full refund. Please reply to this email or call us at [Phone Number] to discuss your options.
Thank you for your understanding.
Best regards,
The [Your Company Name] Team
6. Response to order cancellation emails
Subject: Update on Your Order #[Order Number]
Body:
Hello [Customer Name],
As requested, your order #[Order Number] has been canceled. You can expect the funds to be returned to your original payment method within 3-5 business days.
We’re sorry to see you go. As a token of our appreciation for your interest, we'd like to offer you a 10% discount on your next purchase with the code [Discount Code]. We hope this encourages you to come back and find something else you love.
Thank you,
The [Your Company Name] Team
7. Subscription cancellation email template
Subject: Your [service name] subscription cancelled.
Body:
Hi [Customer Name],
This email confirms that your subscription to [Subscription Product/Service] has been successfully canceled as of [Date of Cancellation].
You will continue to have access to your account until the end of your current billing period on [End Date of Billing Cycle].
We're sorry to see you go! If you have a moment, we would love to hear your feedback on why you decided to cancel. Your input helps us improve our service.
If you ever decide to resubscribe, you can easily do so by visiting your account settings.
Thank you for being a subscriber.
Best,
The [Your Company Name] Team
8. Requesting subscription pause email template
Subject: Request to Pause My Subscription to [Your Product/Service]
Body:
Dear [Support Team],
I am writing to formally request a pause on my subscription, which is under the email address [Your Email Address] and user ID [Your User ID, if known].
I would like to pause my subscription for a period of [Number] months, starting on [Start Date of Pause]. Moreover, I would like the subscription to automatically resume on [Resume Date].
The reason for this request is [briefly state your reason, e.g., "I will be traveling and won't be using the service," or "a temporary change in my budget"].
Please confirm if this is possible and provide details on how the pause will affect my billing cycle. I understand and will abide by your terms of service regarding subscription pauses.
Thank you for your time and assistance.
Best regards,
[Your Name]
[Your Contact Information]
9. Appointment cancellation email template
Subject: Appointment cancellation at [company name] on [Date].
Body:
Hello [Client Name],
We regret to inform you that we have had to cancel your appointment for [Service/Reason for Appointment] scheduled for [Date] at [Time].
This cancellation is due to [briefly and politely state the reason, e.g., "unforeseen circumstances," "a staff emergency," or "an unexpected scheduling conflict"].
We sincerely apologize for any inconvenience this may cause and would like to help you reschedule at your earliest convenience. Please reply to this email or call us at [Phone Number] to book a new time.
Thank you for your understanding.
Best regards,
The [Your Company Name] Team[Your Contact Information]
10. Membership cancellation email template
Subject: Important Update on Your [Organization Name] Membership
Hello [Member Name],
As per your request, we have successfully processed the cancellation of your membership with [Organization Name]. Your access to all member benefits will continue until [End Date of Billing Cycle].
We're truly sorry to see you leave. To show our appreciation for your time with us, we would like to offer you a special [e.g., 20% discount on your next month's membership] should you decide to rejoin us in the future. Just use the code [Discount Code] to claim this offer.
If there's anything we could have done differently, we'd love to hear your feedback. Please reply to this email to share your thoughts.
We wish you all the best.
Sincerely,
The [Your Organization Name] Team
20 Effective order cancellation email subject lines
Subject lines in your order cancellation emails should be clear, concise, and instantly convey what the email is about.
Here is a list of 20 effective order cancellation email subject lines:
Order cancellation confirmation:
- Order #[Order Number] is canceled.
- Your order has been successfully canceled as you requested
- Confirmation: We've canceled your order #[Order Number].
- Order #[Order Number] canceled due to payment issue.
- Your order #[Order Number] was canceled due to a stock issue.
For Proactive Cancellations by the Business:
- An update on your recent order #[Order Number].
- Action Required: Your order #[Order Number] could not be processed.
- Important: There's an issue with your recent order.
- A note regarding your order #[Order Number].
- We've canceled your order #[Order Number] and issued a refund.
Order canceled & refund initiated
- Refund initiated for canceled order #[Order Number].
- Your refund is on its way for order #[Order Number].
- Canceled: Your refund for order #[Order Number] is complete.
- Refund confirmation for your recent order.
- Order #[Order Number] canceled & refunded.
Personal & Empathetic
- We're so sorry, but your order #[Order Number] has been canceled.
- A note about your recent order with us.
- An issue with your order #[Order Number]. Let's fix this.
- Your order #[Order Number] has been canceled.We're sorry for the inconvenience
- A quick update on your recent purchase.
Related reading: 120+ Black Friday email subject lines for 2025 (with AI prompts)
5 Cancellation email examples from real brands to inspire you
We’ve looked at hundreds of brand’s cancellation emails and curated a list of the 5 best cancellation emails to inspire you.
Here are the 5 best cancellation email examples:
- Account cancellation email from Google Ads
- Account deactivation alert email from HubSpot
- Subscription downgrade email from Bonsai
- Account deletion email from HelpScout
- Subscription cancelled confirmation email from LinkedIn
1. Account cancellation email from Google Ads
Key takeaways:
- Be clear and direct: State the purpose right away in the subject line and first sentence.
- Manage expectations: Explain what happens next (e.g., ads stop, billing, refund timelines) to avoid confusion and reduce support inquiries.
- Provide a path to re-engagement: Include a clear option (like a button or link) for customers to reactivate or return if they change their mind.
- Add a security warning: Remind customers to check if they didn’t request the cancellation to protect against unauthorized activity.
- Isolate the impact: Clarify that only the canceled order/account is affected, and other services remain unaffected.
Related reading: 11 Best Ecommerce Email Templates + Examples for 2025
2. Account deactivation alert email from HubSpot
Key takeaways:
- Inactivity notification: This email is a formal warning that the user's account is at risk of deactivation due to inactivity. It clearly states the reason ("haven't signed into this HubSpot account for a while") and the specific timeframe ("deactivated after 120 days of inactivity").
- Clear deadline and consequence: The headline immediately grabs the user's attention with a clear, urgent deadline: "deactivated in 30 days." This motivates the user to take action.
- Simple CTA: The primary goal is to get the user to log back in. The email provides a prominent "Sign In" button and a clear deadline to achieve this.
3. Subscription downgrade email from Bonsai
Key takeaways:
- Positive framing of cancellation: The email confirms the cancellation but immediately re-frames it as a "downgrade to the free plan." This highlights that the user still retains access to a valuable service, even if they are no longer paying.
- Clear statement of changes: The email clearly outlines the consequences of the downgrade. This manages user expectations and prevents confusion.
- Direct path to re-engagement: The most prominent call to action is a large, green "RESTORE ACCOUNT" button. This makes it very easy for the customer to reverse their decision and return to a paid plan.
- Request feedback: The email politely asks the user to "let us know why you're canceling.”
4. Account deletion email from HelpScout
Key takeaways:
- Clear and urgent warning: The subject line and headline are both direct and urgent, clearly stating the problem and the deadline ("in 7 days"). This prompts immediate action from the user.
- Reason for action is clear: The email explicitly states why the account is at risk: "accounts go 60 days without a successful payment are deleted." This transparency helps the customer understand the company's policy and the reason for the warning.
- Provides a viable alternative: Instead of just saying "pay up or your account is deleted," the email offers a simple alternative: the user can downgrade to the Free Plan. This is a smart strategy to retain the user's data and keep them in the ecosystem, even if they aren't paying.
5. Subscription cancelled confirmation email from LinkedIn
Key takeaways
- Clear cancellation details: The email explicitly states what was canceled, the cancellation date, and the fact that the service will remain active until the end of the billing cycle. This is crucial for avoiding any confusion.
- Separates products: The email clarifies that while the Sales Navigator account is canceled, the user's main LinkedIn profile will remain active. This reassures the user that they aren't losing their entire network or data.
- Direct path to "Win-Back": The email includes a clear and prominent call to action to "Keep Sales Navigator." It even adds a line to remind the user of the benefits they will lose.
Recover canceled orders and win back customers effortlessly using Retainful’s customizable email templates and workflows.
Wrap up!
An order cancellation isn't the final word on a customer relationship. By using an empathetic approach, you can turn it into an opportunity to build trust and reinforce your brand.
Creating and sending these strategic emails manually can be a huge hassle. This is where a tool like Retainful can transform your workflow. Retainful is a powerful all-in-one marketing automation platform designed specifically for e-commerce stores.
With Retainful, you’ll get:
- Over 10+ pre-built customizable omnichannel automation workflows
- 200+ Pre-designed email templates
- Easy-to-use drag-and-drop email editor
- Signup form and popups
- Sophisticated segmentation capabilities
- Dynamic content blocks for personalization
Remember, the goal isn't just to say goodbye; it's to leave the door wide open for a return. And with Retainful, you can send the right emails at the right time to the right people.
Also Read:
- Black Friday Sales: Deal Ideas, Trends & Strategies
- 10 Free black friday email templates (examples + tips)
- What is Behavioral Segmentation? (Types + Examples)
Frequently asked questions
Always check the sender's email address for misspellings and look for generic greetings. A legitimate company will use your name and provide specific order details, not pressure you to click a suspicious link.
- They ordered the wrong size, color, or variant
- Forgot to apply a discount or coupon
- Found a better deal elsewhere
- Delivery time was longer than expected
- Change of mind or buyer’s remorse
- Stock/inventory issues on the seller’s end
- Cancellation might not be possible (you may have to treat it as a return).
- Some sellers will coordinate with courier partners to intercept or halt shipment.
- You may offer a refund once the item is returned.
- Full refund to the original payment method
- Partial refund (if part of the order was already processed)
- Refund to store credit or split (original + credit), depending on your policy or platform settings
