Refunds in Chat for Shopify: Requests and Refund Status
Yes. AeroChat handles refund requests and refund status in the chat, within the limit you set. It verifies the customer against the Shopify order and tells them whether a refund was issued, when, for how much and to which payment method. For a new request it checks your rules, refunds amounts within your limit in Shopify, and passes anything bigger to your team with the order and the customer’s photos.
This recipe answers “where is my refund?” and “can I get a refund?” from the order itself. Part of connecting Shopify to WhatsApp and AI chat.
What happens today
Refund messages come in two kinds. “Where is my refund?” from customers who already got one and are waiting for it to show. And “this arrived broken, I want my money back”. Both need someone to open the order. The first is a status read that takes a minute. The second needs your policy, a photo and a decision. Customers who wait on either write again, often less politely.
Most of these are small and clear cases that your team approves every time anyway.
The flow that works
- The customer asks about a refund.
- AeroChat verifies them with the order number and the email or phone on the order.
- For “where is my refund?”, it reads the refunds on the order and replies with the date, the amount and the payment method.
- For a new request, it asks what went wrong and asks for a photo if the item is damaged.
- If the request fits your rules and is within your limit, it refunds the item in Shopify and confirms.
- Anything outside your rules or over your limit goes to your team with the order, the reason and the photos attached.
What it looks like on WhatsApp
Customer: My candle arrived cracked. Order #6604. (example)
AeroChat: Sorry about that. Please confirm the email on the order and send a photo of the candle.
Customer: zoe@example.com [photo]
AeroChat: Thanks, Zoe. I’ve refunded the Cedar candle, US$22, to your original card (example). Banks usually show it within a few business days. No need to send it back.
In Shopify: order #6604 shows a US$22 refund for the Cedar candle to the original payment method, with the note “Damaged on arrival, photo in chat”.
The recipe
Copy this into AeroChat
When a customer asks about a refund, follow these steps.
- Ask for the order number and the email or phone number they ordered with. Verify them against the order in Shopify.
- If they ask about a refund already issued, read the refunds on the order and reply with the date, the amount and the payment method. Tell them banks can take a few business days to show it.
- For a new request, ask what went wrong. If the item is damaged or wrong, ask for a photo.
- If the item arrived damaged or wrong, the order was delivered less than 14 days ago (example) and the item is under US$40 (example), refund that item in Shopify to the original payment method, with no return needed. Add a note with the reason.
- If it is over US$40, outside 14 days, or a change of mind, explain our policy and hand the conversation to our team with the order, the reason and the photo attached.
Never refund more than the item price. Never refund an order you could not verify. Reply in the customer’s language.
Change the refund limit, the time window and the reasons that qualify to match your policy 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. AeroChat verifies the customer and reads the order and its refunds. New refunds go to Shopify through its Admin API in the workflow you describe.
- Your knowledge base. Add your refund policy, so AeroChat answers from your own rules.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left: add your refund policy and set your refund limit, then switch it on.
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 amount AeroChat may refund without your team, and the reasons that qualify.
- Whether it refunds to the original payment method or offers store credit first.
- Which cases always go to your team, such as repeat claims from the same customer.
The result to expect
“Where is my refund?” gets answered from the order in seconds. Small, clear cases get refunded in the same conversation, and your team only reviews the ones that need judgment.
Measure it with your own numbers: refund questions answered in chat, refunds issued within your limit, and the time to resolve a refund request, for a month before and after.
Next: see the refund workflow across every channel and how to handle refund requests and refund status.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your Shopify store and email, with the same Shopify connection behind it. See what each channel does on the Shopify integration page.
Channel versions: WhatsApp returns and refunds and Instagram returns and refunds.
Answer your first refund question in chat
Install AeroChat, set your refund limit, paste the recipe, and ask your own chat about a refund on a test order.
7-day free trial.