Order Canceled
Fire the order_canceled event when a confirmed order is canceled or refunded — either fully (the whole order is reversed) or partially (only some line items are returned). This is the negative counterpart of checkout_completed: it lets every connected destination subtract the reversed revenue, keep ROAS reporting accurate, and avoid optimizing toward customers who cancel.
This event can be fired client-side from the browser (e.g. a customer canceling from their account page or an order-status page) or server-side from your order-management webhook. Always include the same stable, unique event.id you used for the original checkout_completed (your order or transaction ID) — DATA Reshape uses it to tie the cancellation back to the original purchase and to deduplicate across destinations.
Like every DATA Reshape event, you push it once and Reshape fans it out to every connected destination with the correct platform-specific name and field mapping — you do not need to fire gtag, fbq, ttq or other tracking function calls in parallel.
- Google Analytics 4 —
refund(withtransaction_id,items,value,currency). A full cancellation refunds the whole transaction; a partial one refunds only theitemsyou include. - Other connected destinations — mapped to each destination's cancellation/refund equivalent based on your account's event-mapping configuration (many ad platforms have no native cancel event, in which case it is used as a server-side signal or skipped).
A single Reshape event can produce one or more native events per destination, with different characteristics depending on each website's destination configuration (active pixels, server endpoints, event-mapping rules).
This event requires a unique event.id — use the same order/transaction ID as the original checkout_completed. DATA Reshape uses it to match the cancellation to the original purchase and to deduplicate across destinations.
Complete Reference
The order_canceled event accepts the following objects and fields. Required fields must always be present in the payload — everything else is optional but recommended. Include in products only the line items being canceled/refunded (all of them for a full cancellation, a subset for a partial refund). Unlike checkout_completed, there is no payments array — payment instruments are irrelevant to a cancellation. Set event.value to the amount being reversed.
event object required
name string required
Use only static value order_canceled for event.name. DATA Reshape maps this to refund (GA4) and to the cancellation/refund equivalent in other connected destinations automatically.
name: "order_canceled"
value number required
Amount being reversed — the full order total for a full cancellation, or the refunded portion for a partial refund. This is the value destinations subtract from reported revenue.
value: 299.99
currency string required
Currency code for all monetary values in this event (ISO 4217). Use the same currency as the original order.
currency: "USD"
exchange_rate number
Custom exchange rate for multi-currency reporting. Default is 1.
exchange_rate: 1
id string required
Order or transaction ID from your system — use the same ID as the original checkout_completed. Required for cross-destination deduplication and to match the cancellation to the original purchase.
id: "ord_abc123"
reason string recommended
Short, human-readable cancellation reason. Lands in a predictable, queryable place across destinations (e.g. the reason parameter in GA4). Use a consistent vocabulary — e.g. customer_request, out_of_stock, payment_declined, fraud, duplicate.
reason: "customer_request"
context object
url string required-if-applicable
Collected automatically for standard websites. Required only for SPA applications where URL changes don't trigger automatic page context updates.
url:"https://example.com/products/prod_abc123?utm_source=example"
URL Parameter Sensitivity: Be mindful of sensitive information in URLs. Query parameters may contain personal identifiers, session tokens, or private information that should be handled according to privacy regulations.
page_type string recommended
Type of page (product, home ...)
page_type: "product"
environment string recommended
Allowed values: prod, dev
environment: "prod"
products array required
The line items being canceled/refunded — every item for a full cancellation, or only the returned items for a partial refund. This populates the items array in the GA4 refund and the per-item breakdown in other connected destinations.
View complete Product Object documentation
products[0] object required
id string required
Unique product identifier in your system.
id: "prod_abc123"
parent_id string recommended
Parent product ID for variants or child products. Defaults to id if not provided.
parent_id: "prod_parent_xyz789"
name string required
Product name or title displayed to users.
name: "Example Product Name"
parent_name string
Parent product name for variants or child products. Defaults to name if not provided.
parent_name: "Example Parent Product Name"
price_base number required
Original or base price before discounts. Always equal to or greater than price.
price_base: 299.99
price number required
Current selling price after discounts. Always equal to or less than price_base.
price: 249.99
tax_included boolean required
Whether the price includes taxes. Defaults to true if not provided.
tax_included: true
tax_percent number required
Tax percentage applied to the product (0-50). If not provided, the site default tax rate will be used (generally the standard rate of the country).
tax_percent: 19
quantity number required
Quantity of this product in the context of the event. Defaults to 1 if not provided.
quantity: 2
category string recommended
Main product category name
category: "Example Category"
sku string
Product SKU (Stock Keeping Unit) for inventory tracking
sku: "sku_abc123"
parent_sku string
Parent product SKU for variants or child products. Defaults to sku if not provided.
parent_sku: "sku_parent_xyz789"
gtin string
Global Trade Item Number for product identification
gtin: "1234567890123"
mpn string
Manufacturer Part Number assigned by the manufacturer
mpn: "MPN-EXAMPLE-001"
ean string
European Article Number for product barcoding
ean: "1234567890123"
brand string
Product brand or manufacturer name
brand: "Example Brand"
type string
Product type. Free-form string (e.g. "simple", "variable", "bundle", "subscription").
type: "simple"
stock_status boolean recommended
Product availability (true = in stock, false = out of stock). Defaults to true if not provided.
stock_status: true
stock_location string
Physical location or warehouse where product is stored
stock_location: "Example Warehouse"
created_at number
Timestamp when product was added to inventory (milliseconds)
created_at: 1748505040077
url string
Direct URL to the product page
url: "https://example.com/products/prod_abc123"
parent_url string
URL to the parent product page (for variants)
parent_url: "https://example.com/products/prod_parent_xyz789"
image string
Main product image URL
image: "https://example.com/cdn/prod_abc123-main.jpg"
images array
Array of additional product image URLs
images: [
"https://example.com/cdn/prod_abc123-1.jpg",
"https://example.com/cdn/prod_abc123-2.jpg"
]
categories array
Array of category objects with name and id properties
- name (string, required) - Category name
- id (string) - Category identifier
categories: [
{ name: "Example Category", id: "cat_abc123" },
{ name: "Example Subcategory", id: "cat_xyz789" }
]
coupons array
Array of product-level coupons applied to this product. View complete Coupon Object documentation
coupons[0] (object) - required
requiredname string required
Coupon name or code.
name: "EXAMPLE_COUPON"
value number recommended
Coupon discount value.
value: 123.99
tax_included boolean recommended
Whether coupon value includes taxes
tax_included: true
tax_percent number recommended
Tax percentage for the coupon
tax_percent: 21
id string
Coupon internal identifier.
id: "cpn_abc123"
type string
Coupon type. Free-form string, use consistent naming (e.g. "LOYALTY", "SEASONAL", "FIRST_ORDER", "SHIPPING").
type: "SHIPPING"
currency string required-if-applicable
Currency code. Specifies the currency code when it differs from event.currency.
currency: "USD"
exchange_rate number
Custom exchange rate for multi-currency. Default has value 1. Specifies when it differs from event.exchange_rate.
exchange_rate: 1
properties object recommended
Custom product attributes for audience segmentation. Free-form key-value object. Use properties that match your product catalog and business needs.
Use the properties object to store custom product attributes, with property names defined by each business as needed, that enable advanced segmentation, personalization, and analytics across your marketing campaigns.
- IT & C
- Fashion
- Deco
properties: {
color: "space_gray",
storage: "256GB",
memory: "16GB",
connectivity: ["wifi", "bluetooth"],
warranty: "2_years",
energy_rating: "A++",
brand_series: "pro_line"
}
properties: {
color: ["black", "white"],
size: "M",
material: "cotton",
fit: "regular",
season: "summer",
collection: "2024_spring",
care_instructions: "machine_wash"
}
properties: {
color: ["natural", "oak"],
dimensions: "120x80x75cm",
material: ["wood", "metal"],
style: "modern",
room_type: ["living_room", "office"],
assembly_required: "true"
}
currency string required-if-applicable
Currency code. Specifies the currency code when it differs from event.currency.
currency: "USD"
exchange_rate number
Custom exchange rate for multi-currency. Default has value 1. Specifies when it differs from event.exchange_rate.
exchange_rate: 1
shipping array
Shipping methods from the original order. Include only if the shipping cost is part of the reversed amount. View complete Shipping Object documentation
shipping[0] object
name string required
Shipping method name
name: "Example Shipping Method"
value number required
Shipping cost value
value: 12.99
tax_included boolean recommended
Whether shipping cost includes taxes
tax_included: true
tax_percent number recommended
Tax percentage for shipping (0-50)
tax_percent: 19
id string
Shipping method identifier.
id: "shp_abc123"
type string
Shipping type. Free-form string, use consistent naming (e.g. "standard", "express", "next_day", "pickup", "free").
type: "standard"
currency string required-if-applicable
Currency code. Specifies the currency code when it differs from event.currency.
currency: "USD"
exchange_rate number
Custom exchange rate for multi-currency. Default has value 1. Specifies when it differs from event.exchange_rate.
exchange_rate: 1
coupons array
Order-level coupons that were applied to the original order. Product-level coupons go inside each product's own coupons array.
View complete Coupon Object documentation
coupons[0] object
name string required
Coupon name or code.
name: "EXAMPLE_COUPON"
value number recommended
Coupon discount value.
value: 123.99
tax_included boolean recommended
Whether coupon value includes taxes
tax_included: true
tax_percent number recommended
Tax percentage for the coupon
tax_percent: 21
id string
Coupon internal identifier.
id: "cpn_abc123"
type string
Coupon type. Free-form string, use consistent naming (e.g. "LOYALTY", "SEASONAL", "FIRST_ORDER", "SHIPPING").
type: "SHIPPING"
currency string required-if-applicable
Currency code. Specifies the currency code when it differs from event.currency.
currency: "USD"
exchange_rate number
Custom exchange rate for multi-currency. Default has value 1. Specifies when it differs from event.exchange_rate.
exchange_rate: 1
user object recommended
Include user identifiers whenever available — the same user.id (and email/phone) as the original order lets destinations attribute the reversal to the correct customer and audience.
View complete User Object documentation
id string recommended
Unique customer identifier in your system.
id: "cust_abc123"
email string recommended
Customer email address in plaintext. Do not send pre-hashed values — DATA Reshape automatically normalizes and hashes before sending to destinations.
email: "[email protected]"
phone string recommended
Customer phone number in E.164 format (plaintext). Do not send pre-hashed values — DATA Reshape automatically normalizes and hashes before sending to destinations.
phone: "+10000000000"
first_name string recommended
Customer first name
first_name: "Example First Name"
last_name string recommended
Customer last name
last_name: "Example Last Name"
country string
Country name or ISO country code
country: "US"
region string recommended
State, province, or region name
region: "Example Region"
city string recommended
City or locality name
city: "Example City"
street string
Street address including number
street: "123 Sample Street"
postal_code string
Postal code or ZIP code
postal_code: "00000"
orders_total_number number recommended
Cumulative number of orders placed by this user
orders_total_number: 5
orders_canceled_number number recommended
Cumulative number of orders placed and canceled by this user
orders_canceled_number: 0
orders_total_value number recommended
Cumulative lifetime user orders value (decimal format: 2500.50)
orders_total_value: 1234.99
orders_refunded_value number recommended
Cumulative lifetime user orders value canceled (decimal format: 2500.50)
orders_refunded_value: 250.99
predicted_value number
Predicted lifetime value of a customer for your business
predicted_value: 100.99
created_at number recommended
Timestamp in milliseconds since Unix epoch representing the first time the user was recorded
created_at: 1754926521690
properties object recommended
Custom Customer Properties Examples
Use the properties object to store custom user attributes, with property names defined by each business as needed, that enable advanced segmentation, personalization, and analytics across your marketing campaigns.
- E-commerce Customer
- B2B Lead/Customer
- Subscription Service
- Content Platform
properties: {
customer_type: "returning",
membership_level: "platinum",
preferred_category: ["electronics", "fashion"],
last_purchase_date: "2024-12-15",
average_order_value: "350.00",
payment_method_preference: "card",
registration_date: "2023-06-15"
}
properties: {
company_size: "enterprise",
industry: "fintech",
job_title: "marketing_director",
decision_maker: "true",
budget_range: "50000-100000",
lead_source: ["linkedin", "webinar"],
qualification_status: "qualified",
sales_stage: "proposal"
}
properties: {
subscription_tier: "premium",
billing_cycle: "annual",
feature_usage: ["analytics", "reporting", "api"],
trial_user: "false",
renewal_date: "2025-06-30",
support_level: "priority",
usage_frequency: "daily"
}
properties: {
content_preferences: ["technology", "business"],
engagement_level: "high",
newsletter_subscriber: "true",
social_media_follower: "true",
content_consumption: "premium",
device_preference: ["mobile", "desktop"],
timezone: "Example/Timezone"
}
consent object recommended
Customer consent preferences. Drives Consent Mode behavior in GA4, the consent object in Meta CAPI, and limited-data-use flags in TikTok and other destinations.
View complete Consent Object documentation
analytics boolean required
Indicates the user’s explicit consent regarding the collection and processing of data for analytical purposes, such as performance monitoring, usage statistics, and service optimization.
analytics: true
personalization boolean required
Indicates the user’s explicit consent regarding the collection and processing of data for personalization purposes, enabling tailored experiences and content customization.
personalization: true
marketing boolean required
Indicates the user’s explicit consent regarding the collection and processing of data for marketing purposes, such as targeted advertising, remarketing, and campaign measurement.
marketing: true
id string
Optional consent-record identifier. When present, DATA Reshape can persist or relay the consent decision under this ID — useful when you want each stored decision to be tied to a verifiable reference from your Consent Management Platform (CMP consent ID, IAB TC string hash, internal record ID, etc.). Required when the optional audit-trail persistence feature is enabled on the account.
id: "consent_record_abc123"
Examples
The examples below show how to push order_canceled for a Full Cancellation (the whole order is reversed) and a Partial Refund (only some items are returned), plus a Minimal tab with only the required fields. DATA Reshape transforms any of these payloads into a GA4 refund plus equivalents in other connected destinations — you do not need to write platform-specific code.
- Full Cancellation
- Partial Refund
- Minimal
window.reshape = window.reshape || [];
reshape.push({
"event": {
"name": "order_canceled",
"value": 134.97,
"currency": "USD",
"exchange_rate": 1,
"id": "ord_abc123",
"reason": "customer_request"
},
"context": {
"url": "https://example.com/account/orders/ord_abc123",
"page_type": "account",
"environment": "prod"
},
"products": [
{
"id": "prod_tshirt_navy_m",
"parent_id": "prod_tshirt_model",
"name": "Example Cotton T-Shirt - Navy / M",
"parent_name": "Example Cotton T-Shirt",
"price_base": 59.99,
"price": 49.99,
"tax_included": true,
"tax_percent": 19,
"quantity": 2,
"category": "Apparel",
"sku": "sku_tshirt_navy_m",
"brand": "Example Brand",
"type": "variable",
"currency": "USD",
"properties": {
"variant": "Navy / M",
"color": "navy",
"size": "M"
}
},
{
"id": "prod_jeans_blue_32",
"parent_id": "prod_jeans_model",
"name": "Example Slim Jeans - Indigo / 32",
"parent_name": "Example Slim Jeans",
"price_base": 89.99,
"price": 79.99,
"tax_included": true,
"tax_percent": 19,
"quantity": 1,
"category": "Apparel",
"sku": "sku_jeans_blue_32",
"brand": "Example Brand",
"type": "variable"
}
],
"shipping": [
{
"name": "Example Standard Shipping",
"value": 9.99,
"tax_included": true,
"tax_percent": 19,
"id": "shp_abc123",
"type": "standard",
"currency": "USD"
}
],
"user": {
"id": "cust_abc123",
"email": "[email protected]",
"phone": "+10000000000",
"country": "US",
"orders_total_number": 3,
"orders_canceled_number": 1
},
"consent": {
"analytics": true,
"personalization": true,
"marketing": true
}
});
window.reshape = window.reshape || [];
reshape.push({
"event": {
"name": "order_canceled",
"value": 34.99,
"currency": "USD",
"exchange_rate": 1,
"id": "ord_abc123",
"reason": "defective"
},
"context": {
"url": "https://example.com/account/orders/ord_abc123",
"page_type": "account",
"environment": "prod"
},
"products": [
{
"id": "prod_foundation_shade04",
"parent_id": "prod_foundation_model",
"name": "Example Liquid Foundation - Shade 04 / 30ml",
"parent_name": "Example Liquid Foundation",
"price_base": 39.99,
"price": 34.99,
"tax_included": true,
"tax_percent": 19,
"quantity": 1,
"category": "Beauty",
"sku": "sku_foundation_shade04_30ml",
"brand": "Example Brand",
"type": "variable",
"currency": "USD",
"properties": {
"variant": "Shade 04 / 30ml",
"shade": "shade_04_warm_beige"
}
}
],
"user": {
"id": "cust_abc123",
"email": "[email protected]"
},
"consent": {
"analytics": true,
"personalization": true,
"marketing": true
}
});
window.reshape = window.reshape || [];
reshape.push({
"event": {
"name": "order_canceled",
"value": 299.99,
"currency": "USD",
"id": "ord_abc123",
"reason": "customer_request"
},
"products": [
{
"id": "prod_abc123",
"name": "Example Product Name",
"brand": "Example Brand",
"price_base": 299.99,
"price": 249.99,
"tax_included": true,
"tax_percent": 19,
"quantity": 1,
"category": "Example Category"
}
],
"user": {
"email": "[email protected]"
}
});
Custom properties (event.properties, user.properties, products[*].properties) are fully processed server-side. On browser-side pixels and tags, only a subset may be available. Server-side processing can also enrich the outgoing payload with additional parameters derived from context and data quality.
Best Practices
- Reuse the original
event.id— always send the same order/transaction ID as the originalcheckout_completed. This is what lets DATA Reshape match the cancellation to the purchase and deduplicate across destinations. - Set
event.valueto the reversed amount — the full total for a full cancellation, or only the refunded portion for a partial refund. This is what destinations subtract from reported revenue. - Include only the canceled items in
products[]— all line items for a full cancellation, only the returned ones for a partial refund. GA4refunduses this to reverse the correct line items. - Always set
reason— a consistent, short cancellation reason (customer_request,out_of_stock,payment_declined,fraud,duplicate, ...) makes cancellations groupable for reporting across destinations. - No
paymentsarray — payment instruments are irrelevant to a cancellation; unlikecheckout_completed,order_canceleddoes not usepayments. - Fire client-side OR server-side — a browser push (e.g. from the account/order page) captures browser context; a server-side push from your order-management webhook guarantees the reversal is recorded even if no browser is involved. DATA Reshape deduplicates via
event.id.