Cancel GrabExpress Deliveries from WhatsApp
Yes. AeroChat works directly with GrabExpress. It checks the delivery’s status in GrabExpress and cancels it if the parcel has not been picked up yet, while the customer is still in the chat.
This recipe handles “please cancel the delivery” in chat with GrabExpress, within the rules GrabExpress sets for cancellations. Part of connecting GrabExpress to WhatsApp and AI chat.
What happens today
A customer changes their mind or picks the wrong address after the delivery is booked. Someone has to find the delivery in GrabExpress and cancel it before the driver arrives. If the message is seen too late, the driver is already on the way with the parcel.
The flow that works
- The customer asks to cancel and gives the order number.
- AeroChat reads the GrabExpress delivery for that order.
- If GrabExpress is still finding a driver or the driver has not picked up yet, it confirms with the customer and cancels.
- It tells the customer the delivery is canceled and what happens to their order under your rules.
- If the parcel has been picked up, it does not cancel and hands the conversation to your team.
What it looks like on WhatsApp
Customer: Sorry, please cancel the delivery for order #9205. I’ll pick it up myself. (example)
AeroChat: No problem. The driver hasn’t picked it up yet, so I’ve canceled the delivery. Your order will be ready at the counter from 2pm.
Customer: Thank you.
In GrabExpress: the delivery for order #9205 is canceled before pickup.
The recipe
Copy this into AeroChat
When a customer asks to cancel a delivery, follow these steps.
- Ask for their order number if it is not already in the conversation.
- Find the GrabExpress delivery for that order and read its status.
- If GrabExpress is still finding a driver or the driver is on the way to our shop, confirm with the customer, then cancel the delivery in GrabExpress.
- Tell them the delivery is canceled and what happens to the order, using our rules in the knowledge base, such as self-pickup or a new delivery time.
- If the parcel has already been picked up, do not cancel. Tell them it is on its way and hand the conversation to our team.
- If they want a new delivery instead, start the booking workflow with the new details.
Reply in the customer’s language.
Change what happens to a canceled order, such as self-pickup or a refund, to match your rules before you paste it.
What to connect
- GrabExpress. Add an OAuth client in the GrabPlatform Dashboard and paste its client ID and secret in when AeroChat asks. Grab turns on live access for each country and city through your GrabExpress Business contact.
- Your rules. Upload what happens to an order when the delivery is canceled, such as pickup times or how refunds work, to the AeroChat knowledge base.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect GrabExpress, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from GrabExpress’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
- Whether customers may cancel a delivery themselves.
- What happens to the order and the delivery fee after a cancellation.
- Who handles requests after pickup.
The result to expect
Cancellations before pickup are handled in seconds, before the driver sets off with the parcel. Your team only handles the late cases, with the details already collected.
Measure it with your own numbers: delivery cancellations per month, and how many were caught before pickup, before and after.
Delivery with POS Malaysia is built into AeroChat, so you can book it without an API setup. See how it works.
See also: book GrabExpress deliveries from WhatsApp.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your website and email, with the same GrabExpress connection behind it. See what each channel does on the GrabExpress integration page.
Related guides
Handle your first cancellation in chat
Paste the recipe, add your GrabExpress sandbox client, book a test delivery, and ask your own chat to cancel it.
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