Send Return Labels on WhatsApp with Sendcloud

Yes. AeroChat works directly with Sendcloud. When a shopper needs a return label, it checks the order in Shopify against your returns policy, creates the return in Sendcloud with the carrier you chose, and sends the label link in the chat.

This recipe turns “how do I send it back?” into a return label in the same conversation, on your own Sendcloud account. Part of connecting Sendcloud to WhatsApp and AI chat.

What happens today

A shopper wants to send an item back and asks for a label. Your team checks the order and the returns window, opens Sendcloud, creates the return with the shopper’s address and emails the label. If the shopper loses the email, they ask again and the label gets made twice.

The flow that works

The shopper asks for a return label.
AeroChat finds the order in Shopify and checks it against your returns window and rules.
It confirms the shopper’s address and which items are going back.
It creates the return in Sendcloud from the shopper’s address to your returns address, with the return method you set.
It sends the label link and the drop-off steps. If the shopper asks again later, it sends the same label instead of a new one.

What it looks like on WhatsApp

Customer: Can I get a return label for the sneakers from order 10482? (example)

AeroChat: Yes. Order 10482 is within our 14-day return window (example). I have your address as Oudegracht 120, 3511 AW Utrecht. Is that right?

Customer: Yes.

AeroChat: Here is the link to your PostNL return label (example). Print it, stick it on the box and drop it at any PostNL point.

In Sendcloud: a return is created for order 10482 from the shopper’s address to your returns address, with a PostNL return label.

The recipe

Copy this into AeroChat

When a shopper asks for a return label, follow these steps.

Ask for the order number and the email on the order. Find the order in Shopify.

Check the order is within our returns window and the items can be returned, using the policy in the knowledge base.

Ask which items are going back and why. Read back their address and ask them to confirm it.

Check Sendcloud for a return already created for this order. If there is one, send its label link again.

If not, create a return in Sendcloud from their address to our returns address in Eindhoven (example), with the parcel weight from the knowledge base, the items and the reason, using our PostNL return method (example).

Send the label link and tell them how to pack the parcel and where to drop it off.

If the items cannot be returned, explain the rule in one line and hand the conversation to our team.

Never create a second label for the same items. Never change the carrier. Reply in the customer’s language.

Change the returns address, carrier and parcel weight to match your store before you paste it.

What to connect

Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard, so AeroChat can check the order, its items and the delivery date.
Sendcloud. In your Sendcloud account, open Integrations, find Sendcloud API, choose Connect and copy the public key and secret key. Paste them in when AeroChat asks. Sendcloud also asks you to finish your account setup first, with your addresses and carriers switched on.
Your knowledge base. Add your returns policy, with the window, the items that can’t come back and a typical parcel weight.

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

Your returns window and which items can come back.
Which carrier and return method AeroChat uses, and so what each label costs you.
When a return goes to your team instead of getting a label.

The result to expect

Shoppers get a return label in a minute, in the chat they bought in. Your team stops creating labels by hand for returns that follow your policy.

Measure it with your own numbers: return labels sent without your team, and time from request to label, for a month before and after.

Next: see every Sendcloud workflow, including starting a return and tracking a parcel.

Works on every chat channel

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

Questions

Who pays for the return label?

Your own Sendcloud account or carrier contract, like any label your team creates. AeroChat does not pay for shipping.

Does the order need to have shipped with Sendcloud?

No. Sendcloud’s Returns API creates standalone returns, so it works even if the original parcel did not go out through Sendcloud.

Send your first return label in chat

Install AeroChat, paste the recipe, add your Sendcloud keys, and ask your own chat for a return label.

Install AeroChat on Shopify

7-day free trial.