WhatsApp Returns and Exchanges With a Stock Check on the New Size
Returns and exchanges on WhatsApp let a customer swap a size or color, or send an item back, in the chat they already use. AeroChat finds the order by their WhatsApp number, checks it against your return window, checks the new size or color is in stock, and opens the exchange or return in your store or returns app, with the return label in the chat where your tools create one.
What happens today
A customer sends a photo: the sneakers are too tight and they want a size up. Someone finds the order, checks the return window, checks the next size in the inventory screen, and opens the returns app to create a label.
While that waits, the last pair in that size sells. The customer gets a refund instead of the shoes they wanted, and the store loses that order.
How it runs on WhatsApp
- The customer asks to exchange or return an item, in text, a photo or a voice note. AeroChat transcribes voice notes automatically.
- It finds the order by the customer’s WhatsApp number. If there is no number or no match, it asks for the order number or email.
- 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.
- For an exchange, it checks live stock for the new size or color first. If it is sold out, it offers the closest variant in stock, store credit or a refund, as your rules say.
- It opens the exchange or return in your store or returns app, with the item, the reason, the photo and the new variant, and sends the return label in the chat where your tools create 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 asks to exchange or return an item, follow these steps.
- Find the order by their WhatsApp number. If there is no number or no match, ask for the order number or the email used at checkout.
- Ask which item and why. If the item is damaged or wrong, ask for a photo.
- Check the delivery date. Exchanges and returns are accepted within 30 days of delivery (example). Final 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 for that variant. If it is not, offer the closest variant in stock or store credit.
- If they want their money back instead, open a return with the item, the reason and the photo.
- Send the return label and tell them the new item 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.
Offer an exchange before a refund, once. 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 exchange for a different size and creates the label.
- AfterShip Returns: starts the return or the size exchange and sends the label in the chat.
- ReturnGO and Redo: open the return and report its status back.
- Shippo and Sendcloud: create return labels for stores that don’t use a returns app. POS Malaysia is built in for sellers in Malaysia.
- Shopify, WordPress and Wix. Built in. AeroChat reads the order, the delivery date and live stock for every variant.
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 it costs on WhatsApp
The customer starts the conversation, so their messages and photos are free. Your replies are service messages, free up to 1,000 a month per business phone number, then charged per message. If you later message the customer to say the new item has shipped and more than 24 hours have passed since their last message, that update needs an approved utility template, charged per message. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger and web chat
The same workflow runs on Instagram, Facebook Messenger, TikTok Shop buyer chat, Telegram, web chat and email, with the same return rules and the same returns app.
Who uses it
See how fashion stores and beauty stores handle returns and exchanges in chat. For refunds issued up to your limit, see returns and refunds on WhatsApp.
Templates: return instructions and refund processed.
Questions
Can customers swap a size on WhatsApp?
Yes. AeroChat finds the order by their number, checks your return window, checks the new size is in stock and opens the exchange, with the return label in the chat.
What if the size they want is sold out?
AeroChat checks stock before it opens the exchange. If the size is sold out, it offers the closest variant in stock, store credit or a refund, as your recipe says.
Does it need a returns app?
No. Without one, AeroChat records the exchange on the order in your store and creates the label through your shipping tool. With Loop Returns, AfterShip Returns, ReturnGO or Redo, it opens the request there.
Can I tell the customer later that the new item shipped?
Yes. Inside 24 hours of their last message, AeroChat can reply normally. After that, the message needs an approved template and the customer’s opt-in, and it is charged per message.
Swap wrong sizes in the chat where customers ask
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On Shopify? Install AeroChat from the Shopify App Store.
Related: order changes and cancellations and delivery updates.