Introduction
The Cancel Order support skill enables your AI assistant to automatically handle order cancellation requests from customers, following your pre-defined business rules. This feature reduces support ticket volume by allowing customers to self-serve their cancellation needs while ensuring your cancellation policies are consistently applied.
How It Works
When a customer asks to cancel their order, the AI assistant will:
Request and verify the customer's order information (email, order number)
Check if the order is eligible for cancellation based on your configured settings
Process the cancellation automatically if eligible, or explain why it can't be canceled
Provide the customer with a confirmation of the cancellation or alternative options
This entire process happens in real-time without requiring your support team's involvement, saving time for both your customers and staff.
Setting Up the Cancel Order Support Skill
To enable and configure this support skill:
Navigate to your Rep AI dashboard
Select "Support Skills" from the navigation menu
Find the "Cancel Order" card and toggle the switch to ON
Click "Activate" to enable the skill with default settings, or
Click the settings button to customize the cancellation policies
Configuration Options
Standard Policy Settings
The standard policy provides a structured way to handle order cancellations with the following configuration options:
Time-Based Cancellation
Limit cancellation by time: Enable this option to set a time window for cancellations
Time window: Specify how many hours after order creation cancellations are allowed (default: 2 hours)
Expired time limitation message: Customize the response when a customer tries to cancel after the time window has expired:
Default message: "The order has already been processed. You can always return once the order is delivered"
Shipped Order Handling
The system provides different responses based on whether the customer received a shipping confirmation:
When the order has shipped but customer didn't receive confirmation email:
Default message: "The order has already been shipped. You can always return once you have the order delivered"
When the order has shipped and customer has received confirmation email:
Default message: "Please contact our human support team to find the email confirmation"
Preview and Save
After configuring your settings, you can:
Click "Save and Preview" to test how your AI will handle cancellation requests
Click "Save" to apply your settings immediately
Custom Policy (Expert Zone Feature)
For advanced merchants who need more control over their cancellation flows, Rep AI offers a Custom Policy option through the Expert Zone upgrade:
Upgrade Required: Custom Policy is available exclusively to merchants who upgrade their plan to access the Expert Zone
Advanced Customization: Create tailor-made cancellation policies specific to your business needs
Full Control: Define custom eligibility criteria, messaging, and handling instructions for different scenarios
With the Expert Zone upgrade, you'll also gain access to additional premium features like advanced flow customization and custom product finder capabilities.
Email Notifications
When the AI successfully cancels an order, you'll receive an email notification with:
Order number and customer email
Order date and cancellation reason
Order total amount
Links to view the full conversation and order details
These notifications help you keep your shipping platform and inventory management systems in sync with cancellations processed through Rep AI.
Best Practices
For the most effective use of the Cancel Order skill:
Appropriate Time Window: Set a cancellation time limit that balances customer flexibility with your operational workflow
Clear Messaging: Customize response messages to reflect your brand voice and provide helpful alternatives
Regular Testing: Use the Preview feature to ensure your cancellation flow works as expected
Monitor Performance: Regularly check the analytics to see how many cancellations are being successfully handled
Troubleshooting
The AI isn't finding a customer's order:
Verify that your e-commerce platform integration is working correctly
Check if the customer is providing the correct order number and email
Cancellations are being processed when the skill is turned off:
This could be due to cached settings - try toggling the skill on and off again
Contact support if the issue persists
The AI is taking too long to respond during cancellation flows:
Complex policies may increase response time
Contact support for optimization recommendations
Related Support Skills
For comprehensive order management, consider enabling these complementary support skills:
Locate Order Number: Helps customers find their order number when they don't have it
Change Order Address: Allows customers to update shipping addresses on orders
Order Status: Lets customers check where their order is in the fulfillment process
Returns / Exchanges: Handles product return and exchange requests
Getting Help
If you need assistance setting up or troubleshooting your Cancel Order support skill, contact our support team for guidance on optimizing your cancellation flows.