Order cancellations are a normal and expected aspect of e-commerce. They can happen at any stage, from when someone’s just about to check out to after the product is delivered. But, even though it’s normal, too many cancellations can be frustrating. They eat into your sales, waste your resources, and make it harder to run a smooth operation. As such, it's worth digging into why cancellations happen and, more importantly, how to prevent them. Let’s walk through some helpful strategies that can keep your sales flowing and your customers happy.
1. Make Checkout Quick and Painless
If a customer has to jump through too many hoops just to place an order, they’ll probably abandon their carts. So, the first thing to fix is your checkout process. Basically, keep it simple and make sure your site works smoothly on mobile because that’s where most Filipinos shop these days. Also, avoid surprise fees. Show the total price (including shipping fee) every step of the way before they hit “Buy Now.”
Now, let’s talk payments. While cash on delivery is still popular in the Philippines, offering other payment options can make a big difference in your cancellation rates. Give your customers the choice to pay via credit and debit cards, bank transfer, e-wallets like Maya or GCash, or even QR Ph. This way, they pay in advance, which lessens the likelihood of cancellations. To encourage prepayments, you can offer little perks like free shipping or small discounts.
Just as important, make sure your payment gateway is trustworthy and easy to use. Maya Checkout, for example, lets you accept all the payment methods above. It’s a versatile yet simple payment gateway for Philippine-based e-commerce shops, designed to complete transactions quickly and securely.
Maya Checkout is easy to integrate into websites built on popular e-commerce platforms like Shopify and WooCommerce since Maya has plugins that allow seamless setup without extensive custom coding. Don’t have a website and run your business instead via Facebook, Instagram, TikTok, or chat apps? No problem. Maya Payment Links let you accept card and wallet payments via any messaging app.
2. Be Honest About Delivery Times
A big reason people cancel orders is because their package doesn’t arrive when they expected. Many customers assume they'll get their orders in two to three days. If that’s not possible, be upfront about it before they place the order. Specifically, avoid listing products you don’t have in stock. That’s just asking for trouble.
If there’s a delay because of the courier, bad weather, or something else, then let the customer know right away. A simple message with an update and apology can help revise expectations.
3. Don’t Scare People Off with High Shipping Fees
High shipping fees are another major turn off. Imagine you’re about to check out, and then boom— extra 200 pesos for shipping. No thanks. So, be clear about shipping costs early on. Or better yet, offer free shipping for orders over a certain amount. Something like “Free shipping for orders PHP 2,500 and up” can actually encourage customers to add more to their cart. It’s a win-win. You make a bigger sale, and they feel like they’re getting a good deal.
4. Show Customers What They’re Really Buying
Ever ordered something online and been disappointed when it arrived? Maybe the product looked better in the photo, or it was smaller than expected, and now you want to return it. You can prevent this with better product pages with clear, high-quality photos that show the product from different angles. If you can, also add a short video. Include real photos from other buyers, too. These help customers get a more realistic picture of what they’re buying.
Also, be specific in your product descriptions. Skip the vague words like “great quality.” Instead, explain what materials it’s made of, how big it is, what it can fit, and how it should be used. The more details you give, the fewer surprises the customer will have when the item arrives.
5. Make Returns Easier, But Encourage Exchanges
Returns are part of the cancellation cycle. Sometimes people buy the wrong size or model, or it just doesn’t work for them. But instead of offering a refund right away, try to encourage exchanges. For example, if someone got the wrong shoe size, give them the option to swap it for the right one even before they send the first pair back. This way, you keep the sale and show the customer that you’re willing to help.
6. Keep Talking to Your Customer after They Order
Just because someone hit “buy” doesn’t mean your job is done. In fact, how you handle things after the order can make or break the experience. Keep talking to them by sending updates like “Order received,” “Packed and ready to ship,” and “Out for delivery.” These little messages help customers feel reassured that things are moving, and there are ways to do it automatically.
Again, if there’s a delay, reach out immediately, explain what’s happening, and let them know when they can expect the package. It’s a small gesture that builds trust.
7. Watch Out for Repeat Cancellers
Every now and then, you’ll run into shoppers who cancel way too often, especially those who always use COD. These people place orders without ever intending to receive them. If you spot such a pattern (same phone number, same address), consider disabling COD for that customer. Some platforms will even let you block or flag them. It might feel harsh, but protecting your business from unnecessary operational costs is important.
Offer a Better Shopping Experience with Maya Checkout
You won’t be able to stop every cancellation, but if you start looking at why they’re happening and making small improvements, you’ll start to see results. Maybe the product details aren’t clear. Or maybe your packaging needs an upgrade. Still, maybe your payment options are limited, and your checkout is complicated.
If you sign up for Maya Business, you’ll be able to implement a simple checkout process and accept payment through the most popular methods in the country, including debit and credit cards, QR Ph, and e-wallets.
Setting up a Maya Business account lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, you’ll be able to send money to your partners and suppliers for free via InstaPay and PESONet, letting you save more.
Signing up also qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, allowing you to have another funding source to further develop your business. Just use Maya as your primary processor for all wallet and card payments. The more you use our solutions, the better the loan offer will be.
Sign up for Maya Business today to enjoy the benefits of Maya Business solutions.
