Answer Omise Refund Questions on WhatsApp

Yes. AeroChat works directly with Omise. When a customer asks where their refund is, AeroChat reads the refunds on their Omise charge and tells them the amount, the date it was sent and whether it was processed as a void, in the same chat.

This recipe answers refund questions in chat from Omise. Customers hear exactly what was refunded and when, and requests with no refund yet go to your team. Part of connecting Omise (Opn Payments) to WhatsApp and AI chat.

What happens today

A customer returned an item last week and messages to ask where the money is. Someone finds the order, searches the Omise dashboard for the charge, opens its refunds and types back the date. The same customer often asks again a few days later because their bank has not shown it yet.

The flow that works

The customer asks about a refund.
AeroChat finds the order and the Omise charge it was paid with.
It reads the refunds on the charge: the amount, the date and the status.
It tells the customer what was refunded and when, and that the time to reach them depends on their bank or payment provider.
If there is no refund on the charge, it checks your policy and hands the conversation to your team with the order details.

What it looks like on WhatsApp

Customer: Hi, I sent back the sandals from order #3260. Has the refund gone through? (example)

AeroChat: Yes. A refund of ฿1,590 for order #3260 was sent to your card on Tuesday 4 November. Card refunds can take several working days to show, depending on your bank.

Customer: OK, thanks.

In Omise: nothing changes. AeroChat read the refund on the charge.

The recipe

Copy this into AeroChat

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

Ask for their order number if you do not have it, and confirm the customer is the one who placed it.

Find the Omise charge the order was paid with and read its refunds and the total refunded so far.

If there is a refund, tell them the amount and the date it was sent. If only part of the order was refunded, say which amount was refunded.

If the refund was processed as a void because it was made before the charge settled, tell them the charge was reversed and should drop off their statement.

Explain that the time a refund takes to reach them depends on their bank or payment provider.

If there is no refund on the charge yet, check our refund policy, tell them what happens next, and hand the conversation to our team with the order number and the reason.

Never promise a date the bank controls. Never share another customer’s payment. Reply in the customer’s language.

Change the policy steps to match how your team handles returns before you paste it.

What to connect

Omise. Copy your secret key from the Omise dashboard and paste it in when AeroChat asks. If you send links through Payment Links+, add its API key too so AeroChat can find the charge from the link.
Your refund policy. Upload it to the AeroChat knowledge base so the replies match what you have written.

Omise sends a webhook event when a refund is created. If you set it up for AeroChat, the customer can be told in the conversation as soon as the refund is sent.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Omise, add your knowledge base, then switch it on. If it built the connection from Omise’s public documentation at docs.omise.co, 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 AeroChat may also send refunds within a limit, using the refund workflow on the Omise page.
How AeroChat confirms who the customer is before sharing refund details.
Who handles refunds that have not been sent yet.

The result to expect

Customers get a clear answer about their refund in the chat, with the date it was sent. Fewer people chase the same refund twice, and your team only handles the ones still waiting.

Measure it with your own numbers: “where is my refund?” messages answered without your team, for a month before and after.

Prefer payments built in? Airwallex is built into AeroChat, so payment links work without an API setup. See how it works.

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

Answer refund questions from Omise

Paste the recipe, add your Omise test key, refund a test charge, and ask your own number where the refund is.

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