Answer PayPal Refund Questions on WhatsApp

Yes. AeroChat works directly with PayPal. When a customer asks where their refund is, AeroChat reads the refund on their PayPal payment or invoice and tells them the amount, the date and whether it is completed or still pending, in the same chat.

This recipe answers refund questions in chat from PayPal. Customers hear exactly what was refunded and when, and anything missing or stuck goes to your team. Part of connecting PayPal to WhatsApp and AI chat.

What happens today

A customer returned an item and asks whether the refund has gone through. Someone searches PayPal for the payment, opens the transaction to check for a refund and types back the details. The same customer asks again a few days later because they have not looked in their PayPal activity.

The flow that works

The customer asks about a refund.
AeroChat finds the order and the PayPal payment or invoice it was paid with.
It reads the refunds on that payment, or the invoice’s refund details.
It tells the customer the amount, the date and whether the refund is completed, pending, failed or canceled.
If there is no refund yet, or one has failed, it hands the conversation to your team with the order details.

What it looks like on WhatsApp

Customer: Hi, did you refund order #7108? I sent the shoes back last week. (example)

AeroChat: Yes. A refund of US$68.00 for order #7108 was completed in PayPal on Monday 3 November. It should show in your PayPal activity now. If you paid by card through PayPal, your card company decides when it appears on your statement.

In PayPal: nothing changes. AeroChat read the captured payment, which shows as refunded, and its completed refund.

The recipe

Copy this into AeroChat

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

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

If the order was paid through a PayPal checkout link, find the captured payment and read its refunds. If it was paid by PayPal invoice, read the invoice and its refund details.

If a refund is completed, tell them the amount and the date. If the payment shows as partly refunded, say which amount was refunded.

If a refund is pending, tell them PayPal is still processing it and that we will confirm here once it completes.

If a refund failed or was canceled, tell them, and hand the conversation to our team with the order number.

If there is no refund 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 PayPal or the card company 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

PayPal. In the PayPal Developer Dashboard, create a REST app for AeroChat under Apps and Credentials and copy its client ID and secret. Paste them in when AeroChat asks.
Your refund policy. Upload it to the AeroChat knowledge base so the replies match what you have written.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect PayPal, add your knowledge base, then switch it on. If it built the connection from PayPal’s public REST API 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

How AeroChat confirms who the customer is before sharing refund details.
Who handles refunds that have not been sent yet.
What AeroChat says about returns that have not reached you.

The result to expect

Customers get a clear answer about their PayPal refund in the chat, with the amount and date. 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, TikTok, Telegram, the chat on your website and email, with the same PayPal connection behind it. See what each channel does on the PayPal integration page.

Answer refund questions from PayPal

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

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