Real tips & tricks: Offer your customers a post order cancellation window

Retailers such as ASOS and Amazon offer customers a short time window after ordering where they can choose to cancel the order. This can be done via My Account.


While this might seem counter-intuitive, it’s a cost effective customer services tool.Why?

Why? Customers cancel for many reasons, and quite often soon after they place the order:

  • Customers may have placed an order by accident
  • They may have spotted an error, e.g incorrect quantity or delivery address
  • Or they may want to increase the size of the order and want to avoid additional delivery charges.

In all of these scenarios, enabling a hassle free way to cancel an order reduces customer services contacts and even more expensive refused or failed deliveries to the customer door.


Hi, I am the Founder and Editor-In-Chief of
I launched to share the fruits of my experience designing order management, fulfilment, home delivery and customer service systems and processes for ecommerce retailers.

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