Connect AfterShip Returns to WhatsApp and AI Chat for Shopify
Yes. AeroChat works directly with AfterShip Returns. It reads your returns, their approval and shipping status, labels and refunds from AfterShip Returns, and creates returns and pre-filled returns page links through its API, on WhatsApp, Instagram, web chat and every other channel your shoppers use.
If your Shopify store handles returns and exchanges with AfterShip Returns, AeroChat can run the returns conversation for you. A shopper on WhatsApp, Instagram, Messenger, Telegram, web chat or email says the jeans are too small, and AeroChat checks the order, starts the return or sends them to the right size exchange, and later tells them where their refund is. Your Shopify store is built into AeroChat, and AfterShip Returns connects through its public API. You describe the workflow in your own words, AeroChat builds it, and AfterShip Returns stays the place your team manages returns and your policy.
What you can do with AfterShip Returns and AeroChat
- Start a return in the chat. AeroChat checks the order in Shopify, asks which item and why, and creates a refund return in AfterShip Returns, or sends a pre-filled link to your returns page.
- Exchange for a different size. AeroChat sends a link to your AfterShip returns page with the order already filled in, so the shopper picks the new size there, then confirms the exchange from the return.
- Answer “where is my return?”. AeroChat finds the return by email, order or RMA number and says whether it is submitted, approved, rejected or done, and where the parcel is.
- Send the return label again. For an approved return that already has a label, AeroChat sends the link to the label or shipping documents and the packing slip.
- Answer “when do I get my refund?”. AeroChat reads the refunded amount and where it went, original payment or store credit, or the estimated refund if it is still pending.
- Send the drop-off QR code. If the return uses a drop-off service, AeroChat sends the QR code link from the return so the shopper can drop it off.
- Explain a rejected return. AeroChat reads the reject reason from AfterShip Returns, explains it plainly and hands the conversation to your team if the shopper disagrees.
What it looks like on WhatsApp
Customer: Hi, the Ridge chinos are too tight. Can I send them back? Order #3307 (example)
AeroChat: Sorry they don’t fit. Order #3307 is within our 30-day window. Would you like a refund, or a different size instead?
Customer: Refund please.
AeroChat: Done. Your return for the Ridge chinos is submitted under RMA A7K2Q9PL. You’ll get an email with the next steps once it is approved.
In AfterShip Returns: a new refund return for the Ridge chinos on order #3307, reason “Too small”, appears in your returns list for your usual approval.
Customer: I sent my return last week, any news on the refund? (example)
AeroChat: Your return A7K2Q9PL was received at our warehouse on 10 November. Your refund of $59.00 was sent to your original payment method on 11 November. Banks usually take a few business days to show it.
In AfterShip Returns: nothing changes. AeroChat read the return’s status, shipment and refund.
Works on every chat channel
Your shoppers message you wherever they already are. The same AfterShip Returns connection and the same workflows run on each of these channels, and AfterShip Returns stays the record whichever one they use.
| Channel | What your shoppers can do |
|---|---|
| Message your WhatsApp Business number to start a return, swap a size, get their label or check their refund. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Ask the same questions in the chat on your Shopify store, on any page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
There are two parts. Your Shopify store is built into AeroChat: you install AeroChat from the Shopify App Store and connect the store in the dashboard, and it looks up orders and their items. AfterShip Returns connects through its public Returns API, documented at aftership.com/docs/returns. Through it, AeroChat reads returns and creates new returns and returns page links.
- What AeroChat reads from AfterShip Returns: returns found by customer email, order number or RMA number, with their approval status, reject reason, shipping status, outcome (refund, exchange or store credit), exchange items, refunded amount and where it went, the estimated refund, return shipments with tracking, label and document links, and drop-off QR codes.
- What AeroChat writes to AfterShip Returns: new refund returns with the items, reason, return method and any photos the shopper sent, and pre-filled returns page links for an order.
To connect, log in to your AfterShip account, open the API keys page, click Create an API key and copy it. AfterShip lists returns webhooks and API on its Premium plan and above (as of November 2026). Two limits from AfterShip’s docs shape the workflows: the API creates returns with the refund resolution only, so exchanges go through a pre-filled link to your returns page, and AeroChat reads labels that AfterShip Returns has made but does not create them. Your eligibility rules, approval rules and return methods stay in AfterShip Returns.
You describe the workflow in your own words, for example “when a shopper asks where their refund is, find their return in AfterShip Returns by email and tell them the status and the amount”. AeroChat builds the workflow as a draft and asks for the AfterShip key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Seven ready-made workflows for AfterShip Returns. Copy one into AeroChat, add your AfterShip key, and it runs on every channel.
1. Start a return in the chat
Copy this into AeroChat
When a shopper wants to return an item, ask for the order number and the email on the order. Find the order in Shopify and check it is within our returns window from the knowledge base. Ask which item and why. If they want a refund, create a return in AfterShip Returns for that item with the reason and any photos they sent, and give them the RMA number. If they want an exchange or you are not sure the item can be returned, send them a pre-filled link to our returns page instead. Reply in the customer’s language.
2. Exchange for a different size
Copy this into AeroChat
When a shopper wants a different size, find the order in Shopify and check the new size is in stock. Create a returns page link in AfterShip Returns for the order number and email, and send it with one line: “Choose Exchange on the page and pick your new size.” When they come back, find their return and confirm the exchange item from it. If the size is out of stock, say so and offer a refund return instead.
3. Answer “where is my return?”
Copy this into AeroChat
When a shopper asks about a return, find it in AfterShip Returns by their email, order number or RMA number. Reply with the approval status in plain words (submitted, approved, rejected, done or expired) and the shipping status of the return parcel. If it is approved but not shipped, remind them how to send it. Never share another shopper’s return.
4. Send the return label again
Copy this into AeroChat
When a shopper asks for their return label, find their return in AfterShip Returns. If it is approved and the shipment has a label, send the link to the shipping documents and the packing slip. If there is no label yet, say whether the return is still waiting for approval. Never create a label yourself. If the return method is their own courier, tell them to use any courier and keep the receipt.
5. Answer “when do I get my refund?”
Copy this into AeroChat
When a shopper asks about their refund, find their return in AfterShip Returns. If it is refunded, give the amount, the date and whether it went to the original payment method or store credit. If not, give the estimated refund and the step it is waiting on, such as the parcel arriving at our warehouse. Do not promise when the bank will show it.
6. Send the drop-off QR code
Copy this into AeroChat
When a shopper with an approved return asks how to drop it off, find the return in AfterShip Returns. If it has a drop-off with a QR code, send the QR code link and tell them to show it at the drop-off point. If not, explain the return method on the return.
7. Explain a rejected return
Copy this into AeroChat
When a shopper asks why their return was rejected, find it in AfterShip Returns and read the reject reason. Explain it in one or two plain sentences with the matching line from our returns policy in the knowledge base. If they disagree or ask for an exception, hand the conversation to our team with the RMA number, the order and what the shopper said. Do not approve or promise anything yourself.
Who uses it
Shopify stores where size and fit drive returns, such as clothing, shoes and beauty, use returns in chat so shoppers can sort a return in the same conversation they bought in. These recipes fit a store that runs on Shopify and AfterShip Returns:
- Fashion stores: returns and exchanges.
- Beauty stores: returns and exchanges.
What stays in AfterShip Returns
AfterShip Returns stays your record of returns. Your returns page, eligibility and approval rules, return methods, labels, refunds and exchanges all live there. Every return AeroChat creates goes into AfterShip Returns and follows the same rules as one from your returns page. AfterShip’s parcel tracking product is a separate tool with its own AfterShip integration page.
AeroChat handles the conversation. It checks the order, starts the return, sends links, labels and QR codes, answers refund questions and passes disputes to your team, and leaves the rest to AfterShip Returns.
WhatsApp workflows that use AfterShip Returns
These end-to-end WhatsApp workflows run with AfterShip Returns and your Shopify store behind them. See them all in the WhatsApp workflows library.
- WhatsApp Returns and Refunds Checked Against Your Policy
- WhatsApp Order Changes and Cancellations Within Your Rules
- WhatsApp Complaint Handling With Tickets and Team Tasks
Questions
Does AeroChat work with AfterShip Returns?
Yes. It connects through the AfterShip Returns API with an API key from your own AfterShip account. It is not an AfterShip product, and AeroChat has no partnership with AfterShip or with any carrier.
Can customers start a return on WhatsApp?
Yes. AeroChat checks the order, asks which item and why, and creates a refund return in AfterShip Returns. For exchanges, it sends a link to your returns page with the order already filled in. See also how to start a return in chat.
Does AeroChat approve returns or issue refunds?
No. Returns it creates go into AfterShip Returns and follow your approval rules. Refunds and labels are handled by AfterShip Returns and your team. AeroChat reads them and tells the shopper.
Which plan do I need?
On the AfterShip side, the Returns API is listed on the Premium plan and above (as of November 2026), and you create the key on your AfterShip API keys page. On the AeroChat side, workflows via Skills are on every plan, with a 7-day free trial. Choose by message volume: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
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.
Handle returns in the chat
Install AeroChat, paste the returns recipe, add your AfterShip key, and start a test return from your own chat.
7-day free trial.