WhatsApp Order Changes and Cancellations Within Your Rules
Order changes on WhatsApp let a customer fix an address, swap a size or cancel an order by messaging you. AeroChat checks whether the order can still change, makes the change in Shopify, WordPress with WooCommerce, Square or NetSuite within the rules you set, and passes anything outside them to your team.
What happens today
A customer messages to say the address is wrong or they ordered the wrong size. Someone has to find the order, check whether it is packed, edit it, and reply. If the message is read after the cut-off, the order has already shipped.
Cancellations go the same way. Every request needs a person to decide, so they queue up behind everything else, and the fastest fix becomes a return.
How it runs on WhatsApp
- The customer asks to change or cancel an order.
- AeroChat finds the order by the customer’s WhatsApp number. If there is no number or no match, it asks for the order number or email.
- It reads the order’s payment and fulfilment status to see whether the change is still possible.
- If the order has not been packed, it makes the change: updates the shipping address, swaps a variant that is in stock, or cancels the order.
- It writes back: the edit or cancellation on the order, with a note of what the customer asked for.
- For a paid order that is cancelled, it starts the refund up to the amount you allow and tells the customer when to expect it.
- If the order is already packed or shipped, the change is above your limits, or the item is out of stock, it hands the conversation to your team with the order details.
The recipe
Copy this into AeroChat
When a customer asks to change or cancel an order, follow these steps.
- Find the order by their WhatsApp number. If there is no number or no match, ask for the order number or the email used at checkout.
- If the order is fulfilled or tagged “packed” (example), tell them it can no longer be changed and offer our returns process.
- To change the address, read the new address back to them, ask them to confirm, then update the order.
- To change a size or colour, check stock for the new variant. If it is in stock and the price is the same, swap it. If the price is different, hand over to our orders team.
- To cancel, ask them to confirm. Then cancel the order and refund the full amount if it is under 200 (example). Above that, hand over to our orders team.
- Add a note to the order with what the customer asked for and what you changed.
Confirm every change with the customer before you make it. Reply in the customer’s language.
Set the refund limit and the packed tag to match how your team works.
Connect the systems behind it
- Square: reads the order state and updates or cancels orders that have not been fulfilled.
- NetSuite: edits the shipping address on the sales order, or closes it, before the item fulfilment is created.
- Odoo: changes or cancels the sales order and its delivery before it is validated.
- Shopify and WordPress. Built in. AeroChat edits and cancels orders in the store you already run.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
The customer starts this conversation, so their messages are free and no template is needed. Your replies are service messages, free up to 1,000 a month per business phone number, then charged per message. Making the change in one exchange instead of a long back and forth now saves money. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The same workflow runs on Instagram, Facebook Messenger, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same store and order connections and the same limits.
Who uses it
Fashion stores use it to fix sizes and addresses before the order ships, instead of handling an exchange later.
Questions
Can customers cancel an order on WhatsApp?
Yes, if the order has not been packed. AeroChat checks the status, asks the customer to confirm, cancels the order and refunds it up to the limit you set.
What stops it from changing an order that has already shipped?
The recipe checks the fulfilment status first. If the order is packed or shipped, AeroChat tells the customer and offers your returns process or hands over to your team.
What if the customer messages after 24 hours?
Every new message from the customer opens a fresh 24-hour window, so AeroChat can reply normally. Only messages your business starts outside that window need an approved template.
Does it cost money to handle order changes on WhatsApp?
Customer messages are free. Your replies are free up to 1,000 a month per business phone number, then charged per message at Meta’s rate for the customer’s country.
Fix orders before they ship
Install AeroChat from the Shopify App Store
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Related: order tracking and returns and refunds.