Start a Return on WhatsApp with Sendcloud

Yes. AeroChat works directly with Sendcloud. When a shopper wants to return an order, it checks the order in Shopify against your policy, then either sends the shopper straight to the shipment in your Sendcloud Return portal or creates the return in Sendcloud itself.

This recipe turns “I want to send this back” into a started return, in the same chat, inside your rules. Part of connecting Sendcloud to WhatsApp and AI chat.

What happens today

A shopper asks how to return an order. Your team checks the order, checks the policy, and either sends the general returns page link or creates the return in Sendcloud by hand. Shoppers who get the general link have to find their order again, and some give up.

The flow that works

The shopper says they want to return an order.
AeroChat finds the order in Shopify and checks it against your returns window and rules.
It asks which items and why, and whether they want money back, credit or an exchange.
If the order shipped through Sendcloud and you use the Sendcloud Return portal, it sends the portal link for that exact shipment.
If not, it creates the return in Sendcloud with the items, the reason and the shopper’s choice, and sends the label.
If the order is outside your policy, it explains the rule and hands the conversation to your team.

What it looks like on WhatsApp

Customer: I’d like to return my order 10517, the jacket is too warm. (example)

AeroChat: No problem. Order 10517 is within our 30-day return window (example). Here is the link to the return page for your order, already filled in. Pick how you want to send it back, at a drop-off point or with a pickup.

In Sendcloud: nothing changes yet. AeroChat fetched the Return portal link for the shipment on order 10517. The return is created when the shopper confirms it in the portal.

The recipe

Copy this into AeroChat

When a shopper wants to return an order, 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, and whether they want their money back, store credit or an exchange.

If the order was shipped through Sendcloud, get the Return portal link for that shipment from Sendcloud and send it.

If there is no portal link, create the return in Sendcloud from their address to our returns address, with the items, the reason and their choice, using our standard return method. Send the label link and the drop-off steps.

If the order is outside our policy, explain the rule in one line and hand the conversation to our team.

Never create a second return for the same items. Do not promise a refund amount. Reply in the customer’s language.

Change the return method and returns address to match your Sendcloud setup 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 find the order and its items.
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. To send portal links, set up the Sendcloud Return portal and connect a brand to your shipments. Sendcloud’s docs say the portal link is only available when both are in place.
Your knowledge base. Add your returns policy, with the window and the items that can’t come back.

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 return methods you offer: drop-off with a label, drop-off without a printer, pickup or in store, set in Sendcloud.
Refunds, credit and exchanges, which your team handles once the return arrives.

The result to expect

Shoppers start a return from the chat in a minute, with their order already filled in. Your team stops sending general links and creating returns by hand.

Measure it with your own numbers: returns started in chat without your team, for a month before and after.

Next: see every Sendcloud workflow, including sending a return label. For the general flow, see start a return in chat.

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

Do I need the Sendcloud Return portal?

No. Without it, AeroChat creates the return through Sendcloud’s Returns API and sends the label itself. With it, shoppers land on the portal page for their own shipment.

Does AeroChat issue the refund?

No. The return records what the shopper asked for. Your team handles the refund, credit or exchange once the parcel is back.

Start your first return in chat

Install AeroChat, paste the recipe, add your Sendcloud keys, and start a test return from your own chat.

Install AeroChat on Shopify

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