Answer 2C2P Refund Questions on WhatsApp

Yes. AeroChat works directly with 2C2P. When a customer asks where their refund is, AeroChat checks the refund status in 2C2P for their order and tells them whether it is done or still pending, in the same chat. It can also request a refund in 2C2P within the limit you set.

This recipe answers refund questions from 2C2P’s own record, so the customer gets the real status instead of “we’ll check and get back to you”. Part of connecting 2C2P to WhatsApp and AI chat.

What happens today

You agreed to refund an order. A few days later the customer asks whether the money is back. Someone opens the 2C2P merchant portal, finds the transaction and reads the refund status. If the refund was never requested, nobody notices until the customer asks again.

The flow that works

The customer asks about a refund.
AeroChat asks for the order number if it does not have it.
It checks the refund status for that invoice number in 2C2P.
If the refund is done, it tells the customer the amount and the date, and that their bank or wallet may take a few working days to show it.
If it is pending, it says so and confirms in the chat once 2C2P shows the final result.
If there is no refund on the order and your policy allows one under your limit, it requests the refund in 2C2P. Otherwise it hands the conversation to your team.

What it looks like on WhatsApp

Customer: Hi, I returned the lamp last week. Where’s my refund? Order #3384. (example)

AeroChat: I’ve checked. Your refund of RM 149 for order #3384 was processed on 6 November. Depending on your bank, it can take a few working days to show on your card statement.

Customer: OK, thanks for checking.

In 2C2P: nothing changes. AeroChat read the refund status for invoice 3384.

The recipe

Copy this into AeroChat

When a customer asks about a refund, follow these steps.

Ask for their order number if we do not have it.

Check the refund status for that order number in 2C2P.

If the refund is done, tell them the amount and the date, and that their bank or wallet may take a few working days to show it.

If the refund is pending, tell them it is being processed and that we will confirm here once 2C2P shows the result.

If there is no refund yet, check our refund policy. If the order qualifies, the payment has settled and the amount is RM 100 or less (example), request the refund in 2C2P and tell them it has been requested.

If the amount is higher, the order does not qualify, or 2C2P rejects the refund, hand the conversation to a team member with the order number, the amount and the reason.

Never share another customer’s payment. Reply in the customer’s language.

Set your own refund limit before you paste it. Leave step 5 out if you want every refund approved by a person.

What to connect

2C2P. Your 2C2P merchant ID and secret key. Refund requests and refund status go through 2C2P’s payment maintenance API, which uses its own encryption keys. Set those up with 2C2P and paste them in when AeroChat asks.
Your refund policy. Upload it to the AeroChat knowledge base so AeroChat knows which orders qualify.

2C2P’s docs say refunds can only be requested for settled transactions, and some payment methods refund asynchronously, so a refund can show as pending before it completes. 2C2P can also send the final result to a notification address you give it.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect 2C2P, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from 2C2P’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

The refund amount AeroChat can request on its own, or none at all.
Which orders qualify under your policy.
Who handles refunds above the limit and rejected refunds.

The result to expect

Customers get a straight answer about their refund from 2C2P’s record, at any hour. Small refunds that fit your policy are requested in the chat, and your team only sees the exceptions.

Measure it with your own numbers: refund questions answered by hand per month, and the time from an approved refund to the request in 2C2P.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your website and email, with the same 2C2P connection behind it. See what each channel does on the 2C2P integration page.

Answer refund questions from 2C2P

Paste the recipe, add your 2C2P sandbox credentials, refund a test payment, and ask your own number where the refund is.

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