Answer Atome Refund Questions on WhatsApp

Yes. AeroChat works directly with Atome. When a customer asks where their refund is on an Atome order, AeroChat reads the refunds recorded on the Atome payment and tells them the amount and date of each one, in the same chat. It can also request a refund in Atome within the limit you set.

Atome only accepts refunds that the merchant starts, so customers come to you to ask. This recipe answers from Atome’s own record and handles small refunds without waiting for your team. Part of connecting Atome to WhatsApp and AI chat.

What happens today

A customer returned an item they paid for with Atome and wants to know whether the refund has gone through and what happens to their installments. Someone checks the Atome merchant portal, finds the payment and replies. If the refund was never made, the customer chases you again a week later.

The flow that works

The customer asks about a refund on an Atome order.
AeroChat asks for the order number if it does not have it.
It reads the payment in Atome, with any refunds recorded on it.
If there are refunds, it tells the customer the amount and date of each one, and whether the full amount has been returned.
If there is no refund yet and your policy allows one under your limit, it requests the refund in Atome and confirms it.
Larger refunds, refunds Atome does not allow, and questions about their installment plan go to your team or to Atome.

What it looks like on WhatsApp

Customer: I sent back one of the two chairs from order #6012. Has the refund gone through? (example)

AeroChat: Yes. A refund of S$180 for the returned chair was made on 5 November. Atome handles how it comes back to you. The other chair stays on the order.

Customer: OK, thank you.

In Atome: nothing changes. AeroChat read the payment for order 6012 and its partial refund.

The recipe

Copy this into AeroChat

When a customer asks about a refund on an Atome order, follow these steps.

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

Read the payment in Atome.

If it shows refunds, tell them the amount and date of each one. If the payment shows as refunded, say the full amount has been returned.

If there is no refund yet, check our refund policy. If the order qualifies and the amount is S$50 or less (example), request the refund in Atome with a refund reference and the amount, and tell them it has been made. Never refund more than the amount Atome shows as refundable.

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

If they ask about their installments or repayments, tell them Atome handles their plan and suggest they check the Atome app.

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

Set your own refund limit before you paste it. Leave step 4 out if you want every refund approved by a person.

What to connect

Atome. The API username and password your Atome account manager issues to your business. Paste them in when AeroChat asks.
Your refund policy. Upload it to the AeroChat knowledge base so AeroChat knows which orders qualify.

Atome’s docs say a refund can be requested any time after the payment is paid, partial refunds can be made more than once, and the total refunded cannot be more than what was paid. A payment cannot be refunded if the customer’s Atome account is inactive. Refunds through the API complete before Atome replies, so AeroChat can confirm them straight away.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Atome, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Atome’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 make on its own, or none at all.
Which orders qualify under your policy.
Who handles refunds above the limit.

The result to expect

Customers get a dated answer about their refund from Atome’s record, and small refunds that fit your policy are made in the chat. Your team only sees the exceptions.

Measure it with your own numbers: refund questions on Atome orders answered by hand per month, and the time from an approved return to the refund in Atome.

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 Atome connection behind it. See what each channel does on the Atome integration page.

Answer Atome refund questions in chat

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

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