Start a Return on WhatsApp with ReturnGO

Yes. AeroChat works directly with ReturnGO. When a shopper wants to return an item, it checks the order in Shopify, asks ReturnGO which of your return policies the item is eligible for, and creates the RMA under that policy.

This recipe turns “can I send this back?” into an open return in ReturnGO, in the same chat, inside your own policies. Part of connecting ReturnGO to WhatsApp and AI chat.

What happens today

A shopper messages you on WhatsApp because the item doesn’t fit. Your team replies with a link to the returns page, the shopper logs in, picks the order and the item again, and some give up halfway. Others ask your team to do it for them.

The flow that works

The shopper says they want to return an item.
AeroChat finds the order in Shopify by the order number and email.
It asks which item and why.
It asks ReturnGO which return policies the item is eligible for.
It creates the RMA under the eligible policy and gives the shopper the RMA number.
If no policy applies, it explains why in one line and hands the conversation to your team.

What it looks like on WhatsApp

Customer: I want to return the Arden trail shoes, order #6120. They’re too small. (example)

AeroChat: Sorry they don’t fit. They are eligible under our 30-day returns policy (example), so I have opened your return. Your RMA number is 48211. You will get the next steps and your label by email.

In ReturnGO: a new RMA for the Arden trail shoes on order #6120, reason “Too small”, under your standard returns policy.

The recipe

Copy this into AeroChat

When a shopper wants to return an item, follow these steps.

Ask for the order number and the email on the order. Find the order in Shopify and check both match.

Ask which item and how many they want to return, and why. Offer the reasons we use: too small, too big, not as described, damaged or changed my mind.

Ask ReturnGO which return policies the item is eligible for.

If one policy applies, create the RMA in ReturnGO for that item under that policy with their reason. If several apply, use our standard returns policy.

Give them the RMA number and tell them the next steps and label come by email.

If no policy applies, explain in one line, for example that the item is past the return window, and hand the conversation to our team.

Never open a second return for the same item. Do not promise a refund amount. Reply in the customer’s language.

Change the reasons and the policy name to match your ReturnGO setup 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 and its items.
ReturnGO. In your ReturnGO dashboard, go to Settings, then Integrations, then API, and create an API key. Paste it in with your shop URL when AeroChat asks. ReturnGO lists API and webhooks on its Pro plan and above (as of November 2026).
Your knowledge base. Add your returns policy in plain words, so AeroChat can explain a rule when an item is not eligible.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ReturnGO, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from ReturnGO’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 return policies and which items are eligible, set in ReturnGO.
Approval, labels, refunds and exchanges, which ReturnGO runs under your settings.
Which returns go to your team instead.

The result to expect

Shoppers open a return in the chat they already use, in a minute. Your team stops opening returns by hand for items that fit your policies.

Measure it with your own numbers: returns opened in chat without your team, and returns started but not finished on your returns page, for a month before and after.

Next: see every ReturnGO workflow, including return status. For the general flow, see start a return in chat.

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

Questions

Can AeroChat open a return outside my policy?

No. The recipe only creates an RMA under a policy that ReturnGO says the item is eligible for. Anything else goes to your team.

Does the return still need approval?

That depends on your ReturnGO settings. The RMA follows the same approval rules as one opened on your returns page.

Open your first return in chat

Install AeroChat, paste the recipe, add your ReturnGO key, and start a test return from your own chat.

Install AeroChat on Shopify

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