A Portal for customers to cancel their Preorders

STOQ provides a self-service cancellation portal that allows customers to cancel their preorder directly from the confirmation email. This feature gives customers more control over their purchases and reduces the need for manual cancellations on your end. You can enable or disable this option based on your business needs, and customize the cancel order link text that appears in the email.

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.

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.

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.
2. Click Notifications to access the email settings.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

If you encounter issues with the preorder cancellation feature, use this guide to identify and resolve common problems.

FAQs

Here are answers to common questions about the preorder cancellation feature.

Can customers cancel individual items instead of the entire order?</summary>

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.

Will customers receive a refund automatically when they cancel?

Yes. When a customer cancels their preorder through the portal, a full refund is processed automatically to the original payment method.

Can customers cancel after the order has been shipped?

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.

Why can’t I enable the cancellation option?

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.

Can I be notified when a customer cancels their preorder?

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.

Does the cancellation link appear in shipping update emails?

Yes. If the cancellation option is enabled, the Cancel order link appears in both preorder confirmation and shipping update emails sent through STOQ.

Updated on: 03/02/2026