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# How to activate/deactivate preorder cancellation option for customers

 STOQ does not send a separate cancellation email. This setting adds a “Cancel order” link to STOQ-sent preorder emails, so customers can cancel their full preorder order themselves. The link can appear in preorder confirmation, shipping update, and payment emails. If preorder confirmation emails are disabled, no cancellation link is sent in that email.

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### Understanding the Cancellation Feature

When enabled, a "Cancel order" link appears in the preorder confirmation email. Customers can click this link to access a cancellation portal where they can cancel their entire order before it is fulfilled.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_1xjr5oa.png)

##### How the Cancellation Process Works

When a customer wants to cancel their preorder:

1. The customer opens the preorder confirmation email (or shipping update email).
2. They click the **Cancel order** link in the email footer.
3. The link directs them to a cancellation portal.
4. In the portal, customers enter their order number and email address to verify their identity.
5. Once verified, the order details appear along with a **Cancel Order** button.
6. The customer clicks the button and confirms the cancellation.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_ucpkb3.png)

The order is then cancelled and the customer receives a full refund.

||| **Important**: Currently, customers cannot cancel individual items within an order. The cancellation applies to the entire order.

### Enabling the Cancel Preorders Option

To allow customers to cancel their preorders through the confirmation email, you need to enable the cancellation setting in the email template customizer.

##### Prerequisites

Before enabling the cancellation option:

* You must have preorder email alerts enabled.
* You must be using STOQ's built-in email service (not Klaviyo or Shopify Flow) to send preorder emails.

##### Accessing the Email Settings

1. In **STOQ** app. click **Preorders** in the left navigation menu. Click **Settings** from top bar
2. Click **Notifications** to access the email settings.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_2b88y6.png)

##### Enabling Preorder Email Alerts

If you haven't already enabled preorder email alerts:

1. On the Notifications page, locate the **Preorder email alerts** section > Click customize email
2. Toggle on **Preorder email alerts** to enable sending confirmation emails.
3. Click **Save** to apply your changes.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_1ilpagk.png)

##### Enabling the Cancellation Option

1. On the Notifications page, click **Customize email** to open the email template editor.
2. In the left panel, click **Content** to access the content settings.
3. Scroll down to the **Cancellation** section and enable the checkbox for **Allow customers to cancel preorders**.
4. Click **Save changes** at the top of the page.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_1yepini.png)

Once enabled, the cancel order link will appear in all future preorder confirmation emails.

### Customizing the Cancel Order Link Text

You can customize the text that appears for the cancel order link in the email footer.

##### Editing the Link Text

1. In the email template customizer, go to the **Content** section and locate the **Cancel order link** text field below the cancellation checkbox.
2. Enter your preferred text for the cancel link (e.g., "Cancel order", "Cancel my preorder", "Request cancellation").
3. Click **Save changes** to apply.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_133cn30.png)


|| **Note**: The cancel order link text field is only editable when the cancellation option is enabled.

### Disabling the Cancel Preorders Option

If you want to prevent customers from cancelling their preorders through the email, you can disable the cancellation option.

##### How to Disable Cancellation

1. Open the **STOQ** app and navigate to **Preorders** > **Notifications**.
2. Click **Customize email** to open the email template editor. click **Content** in the left panel.
3. Scroll to the **Cancellation** section and uncheck the **Allow customers to cancel preorders** checkbox.
4. Click **Save changes** at the top of the page.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_3fmtm2.png)

When disabled:

* The cancel order link will not appear in future preorder confirmation emails.
* Customers who try to access the cancellation portal will see a message stating that preorder cancellation is currently disabled by the merchant.
* Customers will need to contact you directly to request a cancellation.

### Multi-Language Support

If you have multi-language support enabled, you can translate the cancel order link text for different languages.

##### Translating the Cancel Order Text

1. In the email template customizer, click **Languages** at the top of the page.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_i3sdge.png)
1. Select the language you want to translate and find the **Cancel order text** field.
2. Enter the translated text for the cancel order link and click save your changes.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_108svdx.png)

### What Customers See

Understanding what customers experience helps you decide whether to enable or disable the cancellation option.

##### In the Confirmation Email

When cancellation is enabled, customers see a cancel order link in the footer of the preorder confirmation email. The link uses the text you configured in the Content settings.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_69mbx0.png)


##### In the Cancellation Portal

When customers click the cancel order link, they are directed to a portal where they:

1. Enter their order number and email address.
2. View their order details including products, quantities, and total.
3. Click the **Cancel Order** button to proceed.
4. Confirm the cancellation when prompted.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_sfta39.png)

##### After Cancellation

Once the order is cancelled:

* The customer sees a confirmation message that their order has been cancelled.
* The order status in Shopify admin changes to cancelled.
* A full refund is processed automatically.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_bch10c.png)

### Known Limitations

The preorder cancellation feature has some constraints to be aware of.

* Customers can only cancel the entire order, not individual items within an order.
* The cancellation option is only available when using STOQ's built-in email service. It is not available when using Klaviyo or Shopify Flow as your email provider.
* Customers can only cancel orders before they are fulfilled. Once an order is shipped, the cancel option is no longer available.
* The cancellation portal requires customers to verify their identity using their order number and email address.
* Cancellation results in a full refund; partial refunds are not supported through the self-service portal.

### Troubleshooting

| Symptom | Likely Cause | Fix |
| ---- |
| Cancel order link not appearing in emails | Allow customers to cancel preorders option not enabled | Go to Notifications > Customize email > Content and enable "Allow customers to cancel preorders" |
| Allow customers to cancel preorders checkbox is disabled/greyed out | Using Klaviyo or Shopify Flow as email provider | Switch to STOQ's built-in email service to enable the cancellation feature |
| Customer sees "cancellation disabled" message | Allow customers to cancel preorders option was disabled after email was sent | Re-enable the Allow customers to cancel preorders option if you want customers to be able to cancel |
| Customer cannot find the cancel link | Link text is unclear or missing | Check the "Cancel order link" text field in Content settings and ensure it has visible text |
| Refund not processed after cancellation | Payment provider issue | Check the order in Shopify admin and process the refund manually if needed |

### FAQs

**Q: Can customers cancel individual items instead of the entire order?**
A: No. The cancellation feature currently supports cancelling the **entire order only**. Customers cannot cancel individual items. If a customer wants to keep some items and cancel others, you will need to handle this manually.

**Q: Will customers receive a refund automatically when they cancel?**
A: Yes. When a customer cancels their preorder through the portal, a **full refund is processed automatically** to the original payment method.

**Q: Can customers cancel after the order has been shipped?**
A: No. The cancellation option is available **only before the order is fulfilled**. Once an order is marked as fulfilled in Shopify, customers must follow your standard return process.

**Q: Why can’t I enable the cancellation option?**
A: The cancellation option may be disabled if you are using **Klaviyo or Shopify Flow** to send emails instead of STOQ’s built-in email service. To enable cancellations, switch to **STOQ** in the **Send emails through** setting.

**Q: Can I be notified when a customer cancels their preorder?**
A: Yes. When a customer cancels an order, the order status updates in Shopify. You can use Shopify notifications or third-party apps to receive cancellation alerts.

**Q: Does the cancellation link appear in shipping update emails?**
A: Yes. If the cancellation option is enabled, the **Cancel order** link appears in both preorder confirmation and shipping update emails sent through STOQ.