Cancel a Booking in Chat with BookThatApp

Yes. AeroChat books directly into BookThatApp. When a customer asks to cancel, AeroChat finds the booking in BookThatApp, tells them your cancellation policy, offers another date, and cancels the booking when they confirm.

This recipe handles “I need to cancel” in WhatsApp, Instagram or web chat and frees the slot straight away. Part of connecting BookThatApp to WhatsApp and AI chat.

What happens today

A customer messages to cancel and waits for a reply. Meanwhile the slot still shows as taken, so nobody else can book it. When your team gets to it, they have to find the booking, check the policy and work out whether a refund is due.

The flow that works

The customer asks to cancel.
AeroChat finds their booking in BookThatApp by email and confirms which one.
It tells them your cancellation policy and offers to move it instead.
If they still want to cancel, it cancels the booking in BookThatApp.
If a refund is due, it checks the order in Shopify and passes the refund to your team with the order number.

What it looks like on WhatsApp

Customer: I have to cancel my workshop on Saturday, sorry. (example)

AeroChat: No problem. I found your Pottery workshop booking for Saturday 29 November at 4:30 pm. Cancellations more than 48 hours ahead get a full refund. Would you like to move it to another date instead?

Customer: No, just cancel

AeroChat: Done. Your booking is canceled. Your refund for order #4821 (example) is with our team and goes back to your original payment method.

In BookThatApp: the booking is canceled and the places are free again. AeroChat passed the refund to the team with the order number.

The recipe

Copy this into AeroChat

When a customer wants to cancel a booking, follow these steps.

Ask for the email they booked with, and find their upcoming bookings in BookThatApp.

If they have more than one, ask which one to cancel.

Tell them our cancellation policy from the knowledge base in one or two lines.

Offer once to move it to another date, and use the change workflow if they want that.

If they still want to cancel, cancel the booking in BookThatApp and confirm.

If a refund is due under our policy, look up the order in Shopify and hand the refund to our team with the order number and the booking details.

Never cancel without a clear yes. Do not issue refunds yourself. Reply in the customer’s language.

Add your cancellation policy to the knowledge base 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.
BookThatApp. In BookThatApp, go to Settings, Advanced Settings, API Settings, Integration tokens. Create a Read and write token and copy it. Paste it in when AeroChat asks. Tokens need BookThatApp’s Business or Enterprise plan, as of November 2026.
Your knowledge base. Add your cancellation and refund policy.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect BookThatApp, add your knowledge base, then switch it on. If it built the connection from BookThatApp’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 cancellation policy and who gets a refund.
Whether AeroChat offers a new date before canceling.

The result to expect

Cancellations happen in the chat as soon as the customer asks, so the slot opens for someone else. Refunds reach your team with the order already found.

Measure it with your own numbers: cancellations made in chat, and how many ended as a new date instead, month by month.

Next: see every BookThatApp workflow, including changing a booking.

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 BookThatApp connection behind it. See what each channel does on the BookThatApp integration page.

Handle cancellations in chat

Install AeroChat, paste the recipe, add your BookThatApp token, and cancel a test booking from your own phone.

Install AeroChat on Shopify

7-day free trial.