Returns and Exchanges in Chat for Wix
Yes. AeroChat starts returns and exchanges for Wix orders in the chat. It checks the order against your return policy, sends the return instructions and records the return on the order in Wix. For an exchange, it checks the new size or color is in stock and creates the replacement order in Wix at no charge, on WhatsApp and every other channel.
This recipe takes “can I return this?” and “can I swap for a bigger size?” from the first message to a recorded return or a new order. Part of connecting Wix to WhatsApp and AI chat.
What happens today
A shopper wants to send something back or swap it. They read the returns page, still have questions, and message you. Someone checks the order date, decides if it is eligible, explains where to post it, and for an exchange, checks the stock and creates a new order by hand. If the new size sells out while the messages go back and forth, the exchange becomes a refund.
The flow that works
- The shopper asks to return or exchange an item.
- AeroChat finds the order in Wix and checks the email or phone on the order matches the shopper.
- It checks your return policy: the days since the order, which items can come back and the condition they must be in.
- It asks which item and why, and for a photo if the item is faulty.
- Return: it sends your return address and instructions, and adds an entry to the order’s activity in Wix with the item and reason.
- Exchange: it reads the inventory item for the new variant. If it is in stock, AeroChat builds a new order for it in Wix with a full discount, commits it, and notes the replacement on the original order.
- When the returned item is back, the refund runs through the Wix refunds workflow.
What it looks like on WhatsApp
Customer: The Ember dress in order 10633 is too small. Can I swap it for a size L? (example)
AeroChat: Can you confirm the email you ordered with?
Customer: ana@example.com
AeroChat: Thanks, Ana. Your order is 8 days old, so it’s within our 30-day exchange window (example). The Ember dress in size L is in stock. I’ve created your replacement order 10652, and it ships as soon as you post the size M back. Here are the return instructions.
In Wix: order 10633 (example) gets an activity entry “Exchange in chat: Ember dress M for L, replacement order 10652”, and order 10652 is created for the size L with a full discount.
The recipe
Copy this into AeroChat
When a customer asks to return or exchange an item, follow these steps.
- Ask for their order number. Find the order in Wix and check the email or phone on it matches the customer.
- Check our return policy in our knowledge base. The order must be within the last 30 days (example), and the item must be one we accept back.
- Ask which item and why. If it is faulty or wrong, ask for a photo.
- For a return, send our return address and instructions from our knowledge base. Add an activity to the order: “Return started in chat” with the item and reason.
- For an exchange, check the new variant is in stock. If it is, create a new order in Wix for that variant with a 100% discount, using the customer’s shipping address. Add an activity to the original order with the replacement order number.
- If the new variant is out of stock, offer the closest one in stock, or a return and refund.
- If the order is outside the policy, say so plainly and pass it to our team if they want to ask for an exception.
Tell the customer what happens next and when. Reply in the customer’s language.
Change the return window and say whether exchanges ship before or after the return is posted before you paste it.
What to connect
- Wix. Built in. Connect your Wix site from the AeroChat dashboard and approve the access Wix asks for. AeroChat syncs your products, coupons, discounts, shipping options, blog posts and site pages, and looks up orders for a verified customer.
- Wix API key. In Wix’s API Keys Manager, the site owner creates a key with permission for managing orders and reading inventory, and copies the site ID. Paste both in when AeroChat asks. Order activities in the Orders API, inventory items, and draft orders committed as new orders are documented at dev.wix.com.
- Your knowledge base. Your return policy, return address and instructions, read from the pages on your Wix site, so AeroChat uses your own wording and rules.
Wix’s docs note that fulfilled items in an order can’t be edited, so an exchange is always a new order, linked to the original by its activity entry.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Wix, add the API key, add your knowledge base, then switch it on. If it built the connection from Wix’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 return window, and which items can come back.
- Whether exchanges ship right away or after the return is posted.
- Who pays for return postage.
The result to expect
Returns and exchanges start in the same conversation the shopper opened, and every one is recorded on the order in Wix. Exchanges are confirmed while the new size is still in stock.
Measure it with your own numbers: exchanges completed in chat, exchanges that turned into refunds, and return questions answered without handover, for a month before and after.
Next: see the returns and exchanges workflow across every channel, how to start a return in chat and size exchanges in chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your Wix site and email, with the same Wix connection behind it. See what each channel does on the Wix integration page.
Channel versions: WhatsApp returns and exchanges, Instagram returns and exchanges, Messenger returns and exchanges.
Start your first exchange in chat
Connect Wix, paste the recipe, and ask your own number to swap a size.
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