Send a Return Label on WhatsApp with Shippo
Yes. AeroChat works directly with Shippo. When a customer asks to send something back, AeroChat checks the order against your return policy, creates a return label in Shippo to the address you choose, and sends it in the chat.
This recipe handles returns, repairs and swaps for businesses that sell and ship from WooCommerce, Wix, a Google Sheets store or orders taken in chat. Part of connecting Shippo to WhatsApp and AI chat.
What happens today
A customer messages that an item is faulty or the wrong size. Someone finds the order, checks the policy, builds a return shipment in Shippo with the addresses the right way round, and sends a PDF. Repairs that go to a workshop, not your warehouse, need a different address again. It is all manual, so returns wait for whoever knows how to do it.
The flow that works
- The customer asks to return, swap or repair an item.
- AeroChat finds the order in your store system by order number and the email or phone number on it.
- It checks the order date and the reason against your return policy in the knowledge base.
- It creates a return label in Shippo from the customer’s address to the right place: your warehouse for returns, or your repair partner’s address for repairs (example).
- It sends the label link and drop-off instructions in the chat, and notes the return on the order.
What it looks like on WhatsApp
Customer: The grinder I bought last month stopped working. Order 2291. (example)
AeroChat: Sorry about that. Your grinder is under our 1-year warranty (example). Here is a prepaid UPS label to send it to our repair center: https://example.com/label/2291-repair.pdf (example). Pack it in any box and drop it at a UPS location. Message us here any time to check on it.
In Shippo: a UPS return label is created from the customer’s address to the repair center address, with order 2291 as the reference.
The recipe
Copy this into AeroChat
When a customer asks to return, exchange or repair an item, follow these steps.
- Ask for the order number and the email or phone number on the order, and find the order in our store system.
- Ask which item and why. If it is a fault, ask for a photo.
- Check the order date and reason against our return and warranty policy in the knowledge base.
- If it is allowed, create a return label in Shippo from the customer’s address. Send returns and exchanges to our warehouse at 100 Example St, Austin TX 78701 (example). Send repairs to our repair center at 12 Workshop Rd, Dallas TX 75201 (example).
- Send the label link and drop-off instructions, and note the return on the order.
- If it is outside our policy, explain why and hand the conversation to our team.
Never promise a refund amount or a repair outcome. Reply in the customer’s language.
Change the addresses, the policy checks and the carrier before you paste it.
What to connect
- Shippo. Open the API page in your Shippo settings and copy your live API token. Use the test token first if you want to try it without buying real labels. Paste it in when AeroChat asks.
- Your store system. Where your orders live, for example WooCommerce, Wix or a Google Sheets store.
- Your knowledge base. Add your return and warranty policy and the addresses returns go to.
Shippo’s return labels for USPS, FedEx and UPS are scan-based, so Shippo’s docs say you are only charged when the label is used. Labels are billed to your own Shippo account. AeroChat does not pay for labels.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Shippo, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Shippo’s public documentation at docs.goshippo.com, 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 and warranty rules, and where each kind of return goes.
- Whether AeroChat sends labels itself or your team approves each one.
- Refunds, replacements and repair decisions, which stay with your team.
The result to expect
Customers get the right return label in the chat, within your policy, without waiting for the one person who knows Shippo. Unused labels cost nothing.
Measure it with your own numbers: return labels sent from chat, and time from request to label, for a month before and after.
Next: see every Shippo workflow, including canceling a label that was not used.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Telegram, the chat on your website and email, with the same Shippo connection behind it. See what each channel does on the Shippo integration page.
Send your first return label from chat
Paste the recipe, add your Shippo test token, and ask your own chat to return a test order.
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On Shopify? Install AeroChat from the Shopify App Store.