Connect ReturnGO to WhatsApp and AI Chat for Shopify
Yes. AeroChat works directly with ReturnGO. It reads your RMAs, their status, return shipments, labels, exchange orders and refund transactions from ReturnGO, and creates RMAs under your return policies and adds comments through its API, on WhatsApp, Instagram, web chat and every other channel your shoppers use.
If your Shopify store handles returns and exchanges with ReturnGO, AeroChat can run the returns conversation. A shopper on WhatsApp, Instagram, Messenger, Telegram, web chat or email says an item doesn’t fit, and AeroChat checks which of your return policies apply to it and opens the return. Later it tells them whether the return was approved, where the parcel is and whether the refund or store credit went through. Your Shopify store is built into AeroChat, and ReturnGO connects through its public API. You describe the workflow in your own words, AeroChat builds it, and ReturnGO stays the place your team manages returns and your policies.
What you can do with ReturnGO and AeroChat
- Start a return in the chat. AeroChat checks the order in Shopify, asks ReturnGO which return policies the item is eligible for, and creates the RMA under the right one.
- Answer “where is my return?”. AeroChat finds the RMA by order number and says whether it is pending, approved, received, validated, done, rejected or canceled.
- Answer “did my refund or credit go through?”. AeroChat reads the RMA’s transactions and says whether the refund to the payment method, store credit or gift card was requested, succeeded or failed, and for how much.
- Track the return parcel. AeroChat reads the return shipment’s status, carrier and tracking link from the RMA.
- Send the return label again. For a return shipment with a label, AeroChat sends the label link in the chat.
- Answer “has my exchange shipped?”. AeroChat reads the exchange order from the RMA, then checks that order’s fulfillment and tracking in Shopify.
- Pass shopper details to your team on the return. AeroChat adds what the shopper tells you, such as a note about the item or a drop-off date, to the RMA’s timeline as a comment.
What it looks like on WhatsApp
Customer: The Arden trail shoes from order #6120 are too small. Can I return them? (example)
AeroChat: Yes. They are eligible under our 30-day returns policy (example). What is the reason, too small, too big or something else?
Customer: Too small.
AeroChat: Your return is open. Your RMA number is 48211 (example). We will send your return label by email as soon as it is approved.
In ReturnGO: a new RMA for the Arden trail shoes on order #6120, reason “Too small”, under your standard returns policy.
Customer: Did my store credit come through for order #5874? (example)
AeroChat: Yes. Store credit of $64.00 was issued on 9 November. It is ready to use at checkout with the email on your order.
In ReturnGO: nothing changes. AeroChat read the RMA’s store credit transaction and its status.
Customer: Has my exchange been sent? (example)
AeroChat: Yes. Your exchange order #6188 shipped yesterday with UPS. Track it here: https://www.ups.com/track?tracknum=1Z999AA10123456784 (example)
In ReturnGO: nothing changes. AeroChat read the exchange order from the RMA and its tracking from Shopify.
Works on every chat channel
Your shoppers message you wherever they already are. The same ReturnGO connection and the same workflows run on each of these channels, and ReturnGO stays the record whichever one they use.
| Channel | What your shoppers can do |
|---|---|
| Message your WhatsApp Business number to start a return, check its status, track the return parcel, get the label again or check their refund or credit. 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. |
| 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. ReturnGO connects through its public API, described in ReturnGO’s API overview with the full reference in its Swagger documentation. Through it, AeroChat finds and reads RMAs, checks which return policies an item is eligible for, creates RMAs and adds comments.
- What AeroChat reads from ReturnGO: RMAs found by order name, customer or tracking number, with their status (pending, approved, received, validated, done, rejected, canceled), items, return shipments with status, carrier, tracking number, tracking link and label link, exchange orders, and transactions with type (refund to payment method, store credit, gift card or bank account), amount and status. It also reads which return policies an order item is eligible for.
- What AeroChat writes to ReturnGO: new RMAs for order items under an eligible policy, with the return reason, and comments on an RMA’s timeline.
To connect, open your ReturnGO dashboard, go to Settings, then Integrations, then API, and create an API key. Each store owner can create one key, and it works across all stores on that account. You also give AeroChat your shop URL, which ReturnGO asks for on every call. ReturnGO lists “API and webhooks” on its Pro plan and above (as of November 2026). By default the API allows 2,000 calls a day and 5 a second, which ReturnGO support can raise. Your policies, approval rules and refund settings stay in ReturnGO.
You describe the workflow in your own words, for example “when a shopper wants to return something, check which of our ReturnGO policies it is eligible for and open the return”. AeroChat builds the workflow as a draft and asks for the ReturnGO key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Seven ready-made workflows for ReturnGO. Copy one into AeroChat, add your ReturnGO key and shop URL, 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 and find the order in Shopify. Ask which item and why. Ask ReturnGO which return policies the item is eligible for. If there is one, create the RMA in ReturnGO for that item under that policy with their reason, and give them the RMA number. If there is more than one, use our standard returns policy. If none apply, explain in one line that the item is outside our policy and hand the conversation to our team. Reply in the customer’s language.
2. Answer “where is my return?”
Copy this into AeroChat
When a shopper asks about a return, ask for the order number and the email on the order and check both match the order in Shopify. Find the RMA in ReturnGO by the order name. Reply with the status in plain words: pending means we are reviewing it, approved means they can send it, received means it arrived, validated means we checked the items, done means it is complete. If it is rejected or canceled, say so and hand the conversation to our team. Never share another shopper’s return.
3. Answer “did my refund or credit go through?”
Copy this into AeroChat
When a shopper asks about their refund or store credit, find the RMA in ReturnGO by the order name after checking the email on the order. Read its transactions. For each refund, store credit or gift card transaction, give the amount and whether it is requested, done or failed. If there are no transactions yet, say what the RMA is waiting on. If a transaction failed, hand the conversation to our team with the RMA number. Do not promise when a bank will show a refund.
4. Track the return parcel
Copy this into AeroChat
When a shopper asks where their return parcel is, find the RMA in ReturnGO by the order name. Read its return shipment. Reply with the status in plain words (label created, shipped, received), the carrier and the tracking link. If the shipment is still pending, say the return is waiting for approval or for the label.
5. Send the return label again
Copy this into AeroChat
When a shopper says they lost their return label, find the RMA in ReturnGO by the order name. If the return shipment has a label link, send it with one line on how to pack the parcel from our knowledge base. If there is no label yet, say it is still being prepared. Never send a label for another shopper’s return.
6. Answer “has my exchange shipped?”
Copy this into AeroChat
When a shopper asks about their exchange, find the RMA in ReturnGO by the original order name. Read its exchange order. Look up that exchange order in Shopify and reply with whether it has shipped, the carrier and the tracking link. If the RMA has no exchange order yet, give the RMA status and say the exchange is created once the return is processed.
7. Pass shopper details to your team on the return
Copy this into AeroChat
When a shopper with an open return sends extra details, such as a description of a fault, the date they dropped the parcel off or a second tracking number, find the RMA in ReturnGO by the order name. Add their details to the RMA’s timeline as a comment, starting with “From chat:”. Tell the shopper their note is on the return. Do not change the RMA’s status yourself.
Who uses it
Shopify stores that sell items where size, color and fit drive returns, such as clothing, shoes and beauty, use ReturnGO with chat to start returns and answer status questions without a person. These recipes fit a store that runs on Shopify and ReturnGO:
- Fashion stores: returns and exchanges and size and fit questions.
- Beauty stores: returns and exchanges and order tracking.
What stays in ReturnGO
ReturnGO stays your record of returns. Your return policies, approval rules, return methods, exchange settings, labels and refund settings all live there. Every RMA AeroChat creates goes into ReturnGO under one of your own policies, and your team handles it the same way.
AeroChat handles the conversation. It opens returns inside your policies, answers status, tracking and refund questions, passes shopper details to your team, and leaves the decisions to ReturnGO and to you.
WhatsApp workflows that use ReturnGO
These end-to-end WhatsApp workflows run with ReturnGO and your Shopify store behind them. See them all in the WhatsApp workflows library.
Questions
Does AeroChat work with ReturnGO?
Yes. It connects through ReturnGO’s public API with the API key from your own ReturnGO dashboard. It is not a ReturnGO product, and AeroChat has no partnership with ReturnGO.
Does AeroChat follow my return policies?
Yes. Before it opens a return, AeroChat asks ReturnGO which of your policies the item is eligible for, and it creates the RMA under one of them. Items that fit no policy go to your team.
Does AeroChat approve returns or send refunds?
No. Approvals, refunds, store credit and exchanges run in ReturnGO under your settings. AeroChat reads the result and tells the shopper.
Which plan do I need?
On the ReturnGO side, ReturnGO lists API and webhooks on its Pro plan and above (as of November 2026). On the AeroChat side, workflows via Skills are on every plan, with a 7-day free trial. See plans and choose by message volume.
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.
Run your returns conversation in chat
Install AeroChat, paste the start-a-return recipe, add your ReturnGO key, and open a test return from your own chat.
7-day free trial.