Setting up a dropdown for cancel reasons in Customer Portal
In your Customer Portal settings, you can choose to make a dropdown list of preset reasons when customers cancel an order. This feature is not enabled by default.
Set up a dropdown for cancel reason
- Navigate to Apps > Cleverific Order Editor > Customer Portal
- In the Customize order editing section, under Cancellation, make sure the setting Allow customers to cancel their orders is enabled.
- Select Use preset options for cancel reason.
- Click Save in the top bar.
Note: To let customers type their own reason instead, select Use free form field for cancel reason in step 3.
Customize the cancel reason list
Once preset options are enabled, a list editor appears in the Cancellation section. You can customize it at any time.
- To add a reason, type it in the Add a cancellation reason field and click Add.
- To reorder, use the up and down arrows next to each reason.
- To remove a reason, click the × next to it.
- To restore the defaults, click Reset to default.
Click Save after making any changes.
To display the reasons in a randomized order each time a customer opens the cancel dialog, enable Randomize cancel reason order.
Notes: "Other" always appears last in the dropdown, regardless of the order you set or whether randomization is on. When a customer selects it, a text field appears so they can describe their reason, which will be noted in the order note and timeline.
What your customers see
Once the dropdown for cancel reason is enabled, your customers will be able to select a cancel reason when cancelling their orders or entering their own.
Note: Providing a cancellation reason is optional. Customers can cancel without selecting one.
Have questions? Email us at support@cleverific.com.