Refund Maya Business Payments from WhatsApp

Yes. AeroChat works directly with Maya Business. When a customer asks for a refund, AeroChat checks the request against your policy, voids or refunds the Maya payment up to the amount you set, and tells the customer in the same chat. Anything above your limit goes to your team.

This recipe handles refund requests in chat with Maya Business behind it. Approved refunds within your limit are sent straight away, and the rest reach your team with the details collected. Part of connecting Maya Business to WhatsApp and AI chat.

What happens today

A customer cancels an order or returns an item and asks when they get their money back. Someone checks the order, opens Maya Business Manager, finds the transaction and processes the refund, then messages the customer. Refunds wait for whoever has access to Maya, and customers ask again and again where their money is.

The flow that works

The customer asks for a refund or cancels an order in chat.
AeroChat finds the order and its Maya payment and checks the request against your refund policy.
If it is approved and within your limit, it voids the payment if it was made today, or refunds it if it was made earlier.
It tells the customer the refund has been sent and that the time to reach them depends on their bank or e-wallet.
If the amount is above your limit or the request falls outside your policy, it hands the conversation to your team with the order and the reason.

What it looks like on WhatsApp

Customer: Hi, I ordered the wrong size this morning. Can I cancel order #5317 and get my money back? (example)

AeroChat: Yes. Order #5317 has not shipped yet, so I’ve canceled it and reversed your ₱1,290 payment. It was paid today, so the amount is released right away instead of waiting for a refund.

In Maya Business: the payment for #5317 shows as voided.

The recipe

Copy this into AeroChat

When a customer asks for a refund or to cancel a paid order, follow these steps.

Ask for the order number if you do not have it, and confirm the customer is the one who placed it.

Find the Maya payment by the order number we used as the reference, and check that it is successful.

Check the request against our refund policy. An order that has not shipped can be canceled. A returned item can be refunded once our team has marked the return as received (example).

If the request is approved and the amount is ₱2,000 or less (example), void the payment if it was made today before midnight Philippine time. If it was made earlier and within 180 days, refund it for the approved amount.

Tell the customer what was done and the amount. For a refund, say that the time it takes to reach them depends on their bank or e-wallet.

If the amount is above the limit, the payment is older than 180 days, or the request is outside our policy, collect the reason and photos if relevant, and hand the conversation to our team.

Never refund more than the customer paid. Reply in the customer’s language.

Change the refund limit and the policy steps to match your store before you paste it.

What to connect

Maya Business. Copy your Maya Checkout public and secret keys and paste them in when AeroChat asks. Ask your Maya Relationship Manager to switch on void and refund for your account first. Maya requires this before refunds can run through the API.
Your refund policy. Upload it to the AeroChat knowledge base so AeroChat applies the rules you have written.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Maya, add your knowledge base, then switch it on. If it built the connection from Maya’s public documentation at the Maya Developer Hub, 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

The refund limit AeroChat can send on its own.
Which refunds need a returned item first.
Who handles refunds above the limit and refunds Maya can only process manually.

The result to expect

Customers get their refund handled in the chat they are already in, and they know when to expect the money. Your team only reviews the larger or unusual cases.

Measure it with your own numbers: refund requests closed without your team, and repeat “where is my refund?” messages, for a month before and after.

Prefer payments built in? Airwallex is built into AeroChat, so payment links work without an API setup. See how it works.

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

Handle your first refund in chat

Paste the recipe, add Maya’s sandbox keys, pay a test order, and ask your own number to cancel it.

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