Refund Customers from WhatsApp with HitPay

Yes. AeroChat works directly with HitPay. When a customer asks for a refund, AeroChat finds their HitPay payment, checks the request against your refund policy and, within the limit you set, refunds the full or partial amount through HitPay. Anything outside your rules goes to your team.

Prefer payments built in? Airwallex is built into AeroChat, so payment links work without an API setup. See how it works. No Airwallex account yet? Open one through AeroChat.

This recipe handles the refunds your policy already allows, such as a canceled booking or an item out of stock, in the chat where the customer asked. Part of connecting HitPay to WhatsApp and AI chat.

What happens today

A customer cancels a class within the free cancellation window, or an item they paid for turns out to be out of stock. They ask for their money back. Someone finds the payment in HitPay, checks the policy, issues the refund and goes back to the chat to confirm. Simple refunds wait in a queue behind the hard ones, and the customer keeps asking.

The flow that works

The customer asks for a refund and says why.
AeroChat finds the HitPay payment for their order or booking.
It checks the reason and the amount against your refund policy and your limit.
If the refund is allowed, it confirms the amount with the customer.
It creates the refund in HitPay for that amount, full or partial.
It confirms in the chat with the amount and how long refunds take to reach them.
If the request is outside your rules or over your limit, it collects the details and hands the conversation to your team.

What it looks like on WhatsApp

Customer: I need to cancel my pottery class on Saturday, booking PT-552. Can I get a refund? (example)

AeroChat: Your class is more than 48 hours away, so you get a full refund of S$65 under our policy. Shall I go ahead?

Customer: Yes please.

AeroChat: Done. S$65 is refunded to the card you paid with. It usually shows within 5 to 10 working days (example), depending on your bank. Your booking is canceled.

In HitPay: a refund of S$65 is created on the payment for booking PT-552.

The recipe

Copy this into AeroChat

When a customer asks for a refund, follow these steps.

Ask for the order or booking number if we do not have it, and the reason for the refund.

Find the completed HitPay payment for that order or booking.

Check the request against our refund policy in the knowledge base. Refunds are allowed for cancellations more than 48 hours before a class, and for items we cannot supply (example).

If the refund is allowed and the amount is S$150 or less (example), tell them the amount and ask them to confirm.

After they confirm, create a refund in HitPay on that payment for that amount. Refund part of the payment when only part of the order is affected.

Confirm the refunded amount in the chat and tell them how long refunds usually take to arrive.

If the request is outside the policy, over S$150 (example), a dispute or a double charge, do not refund. Collect the details and hand over to a team member.

Never promise a refund before checking the policy. Never refund more than the customer paid. Reply in the customer’s language.

Change the policy, the limit and the timing to your own before you paste it.

What to connect

HitPay. Copy your API key and salt from your HitPay Dashboard and paste them in when AeroChat asks. Start with sandbox keys, then switch to live keys.
Your refund policy. Upload it to the AeroChat knowledge base. AeroChat refunds only what the policy and your limit allow.
Your bookings or orders. Connect the calendar, booking system or store the payment belongs to, so AeroChat can cancel the booking or update the order with the refund.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect HitPay, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from HitPay’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

Which reasons qualify for a refund in chat.
The largest amount AeroChat can refund without your team.
Who handles disputes, double charges and anything outside the policy.

The result to expect

Refunds your policy already allows happen in the same chat, in minutes. Your team only handles the exceptions.

Measure it with your own numbers: refunds processed by hand, and time from request to refund, for a month before and after.

Next: answer payment questions with HitPay. For the wider flow, see returns and refunds on WhatsApp.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same HitPay connection behind it. See what each channel does on the HitPay integration page.

Run your first refund from chat

Paste the recipe, add your HitPay sandbox keys, make a test payment and ask your own number for a refund.

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Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect HitPay for you, free. See plans.

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