Webhook Creation for Order "Cancellation" in Thank you Page

Shopify Plus
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Topic summary

Problem: After adding Cancel/Reorder on the Thank You page and integrating an automatic IVR verification (Exotel), customers who cancel still receive verification calls. Requirements: (1) If a customer cancels via the “Order C” tool on the Thank You page, no call should be placed. (2) If a cancellation happens via Exotel, the customer should no longer be able to cancel or edit the order.

Proposed approach: Have Exotel consume Shopify webhook updates, specifically the order cancellation event. When Shopify sends an order/cancelled webhook, Exotel should stop any outbound calls for that order. Conversely, when Exotel cancels an order, it should also cancel the order in Shopify (via API), ensuring the Shopify order is in a cancelled state.

Technical note: Webhooks are event notifications from Shopify that external systems (like Exotel) must receive and act upon. If Exotel doesn’t natively support this, a custom integration is required.

Status: No confirmed implementation; outcome pending integration between Shopify and Exotel.

Summarized with AI on December 29. AI used: gpt-5.
1

  1. Customer Cancelled the Order from the Thank you Page (which we have options for “Cancel” and “Reorder”).

  2. We’ve integrated Order Verification via Automatic IVR call option.

  3. After cancellation is done by Customer, still customers are receiving the calls to confirm or cancel the order.

Required Output:

  1. Once the order is cancelled by the customer via “Order C” tool, Call should not go to the customer.
  2. Once the order is cancelled by the customer via “Exotel” tool, there should be no option to cancel or edit order
2

Hey Rakesh,

You’d need Exotel to support webhook updates. If they support webhook updates from Shopify then on order cancellation they would get the update and based on the update they can disable the calling on that order.

Similarly when order is cancelled by exotel then they should cancel it on shopify as well. Once order is cancelled on shopify then customer will not be able to change anything in order.

Dm me if you need help with implementation.