Facebook Messenger Returns and Exchanges Checked Against Your Policy
Returns and exchanges on Messenger let a customer who bought from your Facebook Page start a return or swap a size in the same chat. AeroChat verifies the order, checks it against your return window, collects the reason and photos, checks stock for the exchange, and opens the request in your store or returns app with the return label where your tools create one.
What happens today
A customer messages your Page: the shoes are too small and they want the next size up. Someone searches for the order by a Facebook name that doesn’t match the order, checks the date against the return window, and checks whether the next size is in stock.
The return label comes from another tool, and the exchange waits until someone has time. Meanwhile the customer asks again, sometimes in a comment under your latest post.
How it runs on Messenger
- The customer asks to return or exchange an item, in Messenger or in a comment. For a comment, AeroChat replies privately and continues in Messenger.
- Messenger does not pass a phone number or email, so AeroChat asks for the order number and the email used at checkout, and checks they match.
- It reads the delivery date and the items, and checks them against your return window and your list of items that can’t be returned.
- It asks which item and why. For damaged or wrong items, it asks for a photo sent in Messenger.
- For an exchange, it checks the new size or color is in stock. If it is not, it offers the closest variant, store credit or a refund, as your rules say.
- It opens the return or exchange in your store or returns app, with the items, the reason, the photo and the exchange choice, and sends the return label where your returns app or shipping tool creates one.
- If the order is outside the window, or the request is outside your rules, it hands the conversation to your team with the order, the reason and the photos.
The recipe
Copy this into AeroChat
When a customer on Messenger asks to return or exchange an item, follow these steps.
- Ask for their order number and the email used at checkout. If the email does not match the order, share no details and ask them to check the order number.
- Ask which item and why. If the item is damaged or wrong, ask for a photo.
- Check the delivery date. Returns and exchanges are accepted within 30 days of delivery (example). Sale items can’t be returned (example).
- If they want a different size or color, check it is in stock. If it is, open an exchange in our returns app. If it is not, offer store credit or a refund instead.
- For a return, open the return request with the item, the reason and the photo.
- Send the return label and tell them the replacement ships when the return is scanned (example).
- If the return is outside the window or they ask for something our policy does not cover, hand the conversation to our customer care team with the order number and photos.
Never promise a refund amount or date that our policy does not give. Reply in the customer’s language.
Change the window, the excluded items and the exchange options to match your published policy.
Connect the systems behind it
- Loop Returns: opens the return or the exchange for a different size, and creates the label.
- AfterShip Returns: starts the return, swaps the size and sends the label in the chat.
- ReturnGO: opens the return and reports the refund or store credit back.
- Shippo and Sendcloud: create return labels for stores that don’t use a returns app.
- Shopify, WordPress and Wix. Built in. AeroChat verifies the order, reads the delivery date and checks stock for the exchange size.
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.
Meta’s rules on Messenger
The customer starts this conversation, so your Page can reply within 24 hours of their last message. AeroChat settles the return or exchange while the customer is in the chat. When the replacement ships later, a person on your team can tell the customer by hand within a separate 7-day window, which is not for automated replies. After that, updates go by email or SMS from your store, or on WhatsApp to customers who opted in.
Also on WhatsApp, Instagram and web chat
The same workflow runs on WhatsApp, Instagram, TikTok Shop buyer chat, Telegram, web chat and email, with the same return rules and the same returns app. On WhatsApp, AeroChat can find the order by the customer’s phone number first.
Who uses it
See how fashion stores and beauty stores handle returns and exchanges in chat.
Read more: size exchanges in chat.
Questions
Can customers start a return in Facebook Messenger?
Yes. They message your Page with their order number and email. AeroChat checks the order against your policy and opens the return or exchange in your store or returns app.
Why does it ask for the order number and email?
Messenger does not share the customer’s phone number or email with your Page. AeroChat uses the order number to find the order and the email to check it belongs to them.
What if the exchange size is sold out?
AeroChat checks stock before it opens the exchange. If the size is sold out, it offers the closest variant, store credit or a refund, as your recipe says.
Can I tell the customer later that the replacement shipped?
Automated replies can go within 24 hours of the customer’s last message. After that, a person on your team can reply by hand within 7 days. Later than that, use email or SMS.
Settle returns and size swaps on your Page
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.
Related: order tracking and human handover.