Re: Order Cancelled Code - Reason Not Showing For Customers

joedogfish · ‎03-20-2023

Hi there!

For some reason when cancelling an order due to insufficient stock, the customer is receiving an email that only states;

"Your order has been canceled

."

For some reason even though the notification coding seems right, its not appearing in the emails when they're being sent out?

Screenshot below and template coding too. Any help would be greatly appreciated!

URL is www.dogfishmen.com

{% capture email_title %}Your order has been canceled{% endcapture %}
{% capture email_body %}
  {% if financial_status == 'voided' %}
    {% case cancel_reason %}
    {% when 'customer' %}
      Order {{ name }} was canceled at your request and your payment has been voided
    {% when 'inventory' %}
      Order {{ name }} was canceled because we did not have enough stock to fulfill your order and your payment has been voided. We apologise for any inconvenience caused.
    {% when 'fraud' %}
      Order {{ name }} was canceled because we suspect it is fraudulent and your payment has been voided
    {% when 'other' %}
      Order {{ name }} was canceled because of unforseen circumstances and your payment has been voided
    {% endcase %}
  {% elsif financial_status == 'refunded' %}
    {% case cancel_reason %}
    {% when 'customer' %}
      Order {{ name }} was canceled at your request and your payment has been refunded
    {% when 'inventory' %}
      Order {{ name }} was canceled because we did not have enough stock to fulfill your order and your payment has been voided. We apologise for any inconvenience caused.
    {% when 'fraud' %}
      Order {{ name }} was canceled because we suspect it is fraudulent and your payment has been refunded
    {% when 'other' %}
      Order {{ name }} was canceled because of unforseen circumstances and your payment has been refunded
    {% endcase %}
  {% endif %}
  .
{% endcapture %}

<!DOCTYPE html>
<html lang="en">
  <head>
  <title>{{ email_title }}</title>
  <meta http-equiv="Content-Type" content="text/html; charset=utf-8">
  <meta name="viewport" content="width=device-width">
  <link rel="stylesheet" type="text/css" href="/assets/notifications/styles.css">
  <style>
    .button__cell { background: {{ shop.email_accent_color }}; }
    a, a:hover, a:active, a:visited { color: {{ shop.email_accent_color }}; }
  </style>
</head>

  <body>
    <table class="body">
      <tr>
        <td>
          <table class="header row">
  <tr>
    <td class="header__cell">
      <center>

        <table class="container">
          <tr>
            <td>

              <table class="row">
                <tr>
                  <td class="shop-name__cell">
                    {%- if shop.email_logo_url %}
                      <img src="{{shop.email_logo_url}}" alt="{{ shop.name }}" width="{{ shop.email_logo_width }}">
                    {%- else %}
                      <h1 class="shop-name__text">
                        <a href="{{shop.url}}">{{ shop.name }}</a>
                      </h1>
                    {%- endif %}
                  </td>

                    <td class="order-number__cell">
                      <span class="order-number__text">
                        Order {{ order_name }}
                      </span>
                    </td>
                </tr>
              </table>

            </td>
          </tr>
        </table>

      </center>
    </td>
  </tr>
</table>

          <table class="row content">
  <tr>
    <td class="content__cell">
      <center>
        <table class="container">
          <tr>
            <td>
              
            <h2>{{ email_title }}</h2>
            <p>{{ email_body }}</p>

            </td>
          </tr>
        </table>
      </center>
    </td>
  </tr>
</table>

          <table class="row section">
  <tr>
    <td class="section__cell">
      <center>
        <table class="container">
          <tr>
            <td>
              <h3>Refunded Items</h3>
            </td>
          </tr>
        </table>
        <table class="container">
          <tr>
            <td>
              
            
<table class="row">
  {% for line in subtotal_line_items %}
  <tr class="order-list__item">
    <td class="order-list__item__cell">
      <table>
        <td>
          {% if line.image %}
            <img src="{{ line | img_url: 'compact_cropped' }}" align="left" width="60" height="60" class="order-list__product-image"/>
          {% endif %}
        </td>
        <td class="order-list__product-description-cell">
          {% if line.product.title %}	
            {% assign line_title = line.product.title %}	
          {% else %}	
            {% assign line_title = line.title %}	
          {% endif %}

          {% if line.quantity < line.quantity %}
            {% capture line_display %} {{ line.quantity }} of {{ line.quantity }} {% endcapture %}
          {% else %}
            {% assign line_display = line.quantity  %}
          {% endif %}

          <span class="order-list__item-title">{{ line_title }} × {{ line_display }}</span><br/>

          {% if line.variant.title != 'Default Title' %}
            <span class="order-list__item-variant">{{ line.variant.title }}</span><br/>
          {% endif %}

          {% if line.selling_plan_allocation %}
            <span class="order-list__item-variant">{{ line.selling_plan_allocation.selling_plan.name }}</span><br/>
          {% endif %}

          {% if line.refunded_quantity > 0 %}
            <span class="order-list__item-refunded">Refunded</span>
          {% endif %}

          {% if line.discount_allocations %}
            {% for discount_allocation in line.discount_allocations %}
              {% if discount_allocation.discount_application.target_selection != 'all' %}
                <span class="order-list__item-discount-allocation">
                  <img src="{{ 'notifications/discounttag.png' | shopify_asset_url }}" width="18" height="18" class="discount-tag-icon" />
                  <span>
                    {{ discount_allocation.discount_application.title | upcase }}
                    (-{{ discount_allocation.amount | money }})
                  </span>
                </span>
              {% endif %}
            {% endfor %}
          {% endif %}
        </td>
          <td class="order-list__price-cell">
            {% if line.original_line_price != line.final_line_price %}
              <del class="order-list__item-original-price">{{ line.original_line_price | money }}</del>
            {% endif %}
            <p class="order-list__item-price">
              {% if line.final_line_price > 0 %}
                {{ line.final_line_price | money }}
              {% else %}
                Free
              {% endif %}
            </p>
          </td>
      </table>
    </td>
  </tr>{% endfor %}
</table>

            <table class="row subtotal-lines">
  <tr>
    <td class="subtotal-spacer"></td>
    <td>
      <table class="row subtotal-table">
        {% for discount_application in discount_applications %}
          {% if discount_application.target_selection == 'all' %}
            {% capture discount_title %}
              {% if discount_application.title %}
                {{ discount_application.title | upcase }}
              {% else %}
                Discount
              {% endif %}
            {% endcapture %}
            
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Discount</span>
        <span class="subtotal-line__discount">
          <img src="{{ 'notifications/discounttag.png' | shopify_asset_url }}" width="18" height="18" class="discount-tag-icon" />
          <span class="subtotal-line__discount-title">{{ discount_title }}</span>
        </span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>-{{ discount_application.total_allocated_amount | money }}</strong>
  </td>
</tr>

          {% endif %}
        {% endfor %}

        
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Subtotal</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ subtotal_price | money }}</strong>
  </td>
</tr>

        {% if delivery_method == 'pick-up' %}
          
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Pickup</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ shipping_price | money }}</strong>
  </td>
</tr>

        {% else %}
          
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Shipping</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ shipping_price | money }}</strong>
  </td>
</tr>

        {% endif %}

        {% if current_total_duties %}
          
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Duties</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ current_total_duties | money }}</strong>
  </td>
</tr>

        {% endif %}

        
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Taxes</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ tax_price | money }}</strong>
  </td>
</tr>


        {% if total_tip and total_tip > 0 %}
          
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Tip</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ total_tip | money }}</strong>
  </td>
</tr>

        {% endif %}
      </table>
      <table class="row subtotal-table subtotal-table--total">
        
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Total</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ total_price | money_with_currency }}</strong>
  </td>
</tr>

      </table>

      {% if total_discounts > 0 %}
        <p class="total-discount">
          You saved <span class="total-discount--amount">{{ total_discounts | money }}</span>
        </p>
      {% endif %}

      {% assign transaction_size = 0 %}
      {% assign transaction_amount = 0 %}
      {% for transaction in transactions %}
        {% if transaction.status == "success" %}
        {% unless transaction.kind == "authorization" or transaction.kind == "void" %}
          {% assign transaction_size = transaction_size | plus: 1 %}
          {% assign transaction_amount = transaction_amount | plus: transaction.amount %}
        {% endunless %}
        {% endif %}
      {% endfor %}

      {% if transaction_size > 1 or transaction_amount < total_price %}
        <table class="row subtotal-table">
          <tr><td colspan="2" class="subtotal-table__line"></td></tr>
          <tr><td colspan="2" class="subtotal-table__small-space"></td></tr>

          {% for transaction in transactions %}
            {% if transaction.status == "success" and transaction.kind == "capture" or transaction.kind == "sale" %}
              {% if transaction.payment_details.credit_card_company %}
                {% capture transaction_name %}{{ transaction.payment_details.credit_card_company }} (ending in {{ transaction.payment_details.credit_card_last_four_digits }}){% endcapture %}
              {% else %}
                {% capture transaction_name %}{{ transaction.gateway_display_name }}{% endcapture %}
              {% endif %}

              
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>{{transaction_name}}</span>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>{{ transaction.amount | money }}</strong>
  </td>
</tr>

            {% endif %}
            {% if transaction.kind == 'refund' %}
              {% if transaction.payment_details.credit_card_company %}
                {% assign refund_method_title = transaction.payment_details.credit_card_company %}
              {% else %}
                {% assign refund_method_title = transaction.gateway %}
              {% endif %}

              
<tr class="subtotal-line">
  <td class="subtotal-line__title">
    <p>
      <span>Refund</span>
        <br>
        <small>{{ refund_method_title | capitalize }}</small>
    </p>
  </td>
  <td class="subtotal-line__value">
    <strong>- {{ transaction.amount | money }}</strong>
  </td>
</tr>

            {% endif %}
          {% endfor %}
        </table>
      {% endif %}
    </td>
  </tr>
</table>


            </td>
          </tr>
        </table>
      </center>
    </td>
  </tr>
</table>

          <table class="row footer">
  <tr>
    <td class="footer__cell">
      <center>
        <table class="container">
          <tr>
            <td>
              
              <p class="disclaimer__subtext">If you have any questions, reply to this email or contact us at <a href="mailto:{{ shop.email }}">{{ shop.email }}</a></p>
            </td>
          </tr>
        </table>
      </center>
    </td>
  </tr>
</table>

<img src="{{ 'notifications/spacer.png' | shopify_asset_url }}" class="spacer" height="1" />

        </td>
      </tr>
    </table>
  </body>
</html>

joedogfish · ‎03-20-2023

Hi @Dan2001

Very much appreciate the comment! But I'm messaging as the seller not the customer, it's an issue I'm trying to resolve for my customers.

Thank you though!

grj2000 · ‎04-24-2023

Hi, I am also experiencing the same issue with both of my Shopify stores. I have contacted support and they are looking into it for me. So it may be a global issue with Shopify. Will let you know if I get a solution from them.

FelipeOlivares · ‎10-23-2023

Have you been able to solve it? I'm facing the same issue. I add a line for payment declined cancel_reason and nothing happens.
I find out that if you replace the "." here, you can send a generic cancel email. But still cannot send customized emails regarding their cancel_reason

      Order {{ name }} was canceled because of unforseen circumstances and your payment has been refunded
    {% endcase %}
  {% endif %}
  .      <<<<<<<<<--- This line

{% endcapture %}

<!DOCTYPE html>
<html lang="en">
  <head>

Ramona · ‎01-31-2024

Have you been able to find a fix yet? I am having the same issue.

Re: Order Cancelled Code - Reason Not Showing For Customers

Order Cancelled Code - Reason Not Showing For Customers

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