Allowing customers to add a comment when cancelling an order in Customer Portal
Updated 2 months ago
In Cleverific, you can allow customers to add an optional comment when they cancel an order in Customer Portal, alongside the preset reason they select. You keep the reason as a clean category in your cancellation reporting and still get the detail behind it. This setting is disabled by default.
Enable the cancellation comment
From your Shopify admin, go to Apps > Cleverific.
Click Customer Portal in the nav menu.
In the Customize order editing section, under Cancellation, confirm that Allow customers to cancel their orders is enabled and Use preset options for cancel reason is selected.
Check the box next to Let customers add a comment to their cancellation.
Click Save in the top bar.
Enabling the comment changes how the Other option behaves. The separate free-text field that used to appear with it is replaced by the comment field, so the reason is recorded as "Other" and the customer's own wording goes into the comment instead of overwriting the reason.
What your customers see
Once a customer picks a reason, a field labeled Additional details (optional) appears below the dropdown. It accepts up to 500 characters.
Email notification
The comment will be displayed in the cancellation notification email, on its own line below the reason. When a customer cancels without writing one, that line is left out of the email entirely.
