Cancel Lalamove Deliveries from WhatsApp

Yes. AeroChat works directly with Lalamove. When a customer asks to cancel a delivery, AeroChat finds the Lalamove order, checks it can still be canceled under Lalamove’s rules, cancels it and confirms in the same chat. If it is too late, it says so and hands over to your team.

This recipe cancels a delivery while there is still time, instead of a driver arriving for an order nobody wants. Part of connecting Lalamove to WhatsApp and AI chat.

What happens today

A customer changes their mind, or realizes they will not be home, and messages to cancel the delivery. By the time someone opens the Lalamove app and finds the order, a driver has been matched and is on the way. The cancellation window has passed, and the trip is wasted.

The flow that works

The customer asks to cancel a delivery.
AeroChat finds the Lalamove order by order number or the customer’s phone number.
It reads the order status in Lalamove.
If Lalamove is still looking for a driver, or the driver was matched less than 5 minutes ago, it confirms with the customer and cancels the order.
If the order can no longer be canceled, it tells the customer plainly and hands the conversation to your team.
It tells the customer what happens to their order and payment under your policy.

What it looks like on WhatsApp

Customer: Please cancel the delivery for order 6120, I’ll pick it up myself later. (example)

AeroChat: Your Lalamove delivery for order 6120 hasn’t been matched to a driver yet, so I can cancel it now. Shall I go ahead?

Customer: Yes.

AeroChat: Done. The delivery is canceled. Your order will be ready to collect from 4pm at our Petaling Jaya shop.

In Lalamove: the order for 6120 is canceled while it was still assigning a driver.

The recipe

Copy this into AeroChat

When a customer asks to cancel a delivery, follow these steps.

Ask for their order number if we do not have it, and find the Lalamove order.

Read the order status in Lalamove.

If Lalamove is still assigning a driver, or the driver was matched less than 5 minutes ago, ask the customer to confirm, then cancel the Lalamove order.

Confirm the cancellation in the chat and ask whether they want to collect the order instead or cancel it too.

If Lalamove says the order can no longer be canceled, tell them the driver is already on the way and hand over to a team member with the order number.

If they want to change the address or time instead of canceling, hand over to a team member.

Never promise a refund of the delivery fee unless our policy in the knowledge base allows it. Reply in the customer’s language.

Change step 4 and the handover rules to match your pickup and refund policy before you paste it.

What to connect

Lalamove. Copy your API key and secret from the Developers tab of Lalamove’s developer portal. Start with the sandbox keys, then switch to production keys once your Lalamove Wallet is topped up. Paste them in when AeroChat asks.
Your knowledge base. Upload your cancellation and pickup policy, so AeroChat tells customers what happens next.

Lalamove sets when an order can be canceled. As its API documentation describes it, an order can be canceled while Lalamove is assigning a driver, or within 5 minutes of a driver being matched. Deliveries are billed to your own Lalamove account. POS Malaysia delivery is built into AeroChat, so you only need this recipe if you already deliver with Lalamove.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Lalamove, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Lalamove’s public documentation, the checklist asks you to check it once against the current docs.

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 you still decide

Whether customers can cancel deliveries in chat at all, or only some kinds of order.
What happens to the order and the delivery fee after a cancellation.
Who takes over when the driver is already on the way.

The result to expect

Deliveries that can still be canceled get canceled in time, from the chat where the customer asked. Fewer drivers arrive for orders nobody is waiting for.

Measure it with your own numbers: wasted delivery trips, and cancellation requests handled by hand, for a month before and after.

Next: answer where-is-my-delivery questions with Lalamove.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Lalamove connection behind it. See what each channel does on the Lalamove integration page.

Cancel your first test delivery from chat

Paste the recipe, add your Lalamove sandbox key, book a test delivery and ask your own number to cancel it.

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Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect Lalamove for you, free. See plans.

On Shopify? Install AeroChat from the Shopify App Store.