Answer Payment Questions on WhatsApp with Stripe

This recipe answers payment questions in chat from your Stripe account: whether a payment went through, how much was charged and when. If a payment failed, AeroChat sends a new link. Refund requests go to your team. Part of the Stripe integration.

What happens today

A customer messages: “I paid but didn’t get any confirmation, did it go through?”. Someone logs in to Stripe, searches for the customer, checks the payment and replies. If the card was declined, they create a new link and send it. It is a few minutes each time, and the customer waits and worries until someone looks.

The flow that works

The customer asks about a payment.
AeroChat finds their recent payments in Stripe using the email or phone number on record.
If the payment succeeded, it tells them the amount, the date and what it was for.
If it failed or was not finished, it says so plainly and sends a new link for the same amount.
If they ask for a refund or dispute a charge, it collects the details and hands the conversation to your team.

The recipe

Copy this into AeroChat

When a customer asks about a payment, follow these steps.

Ask for the email address they used to pay, if we do not already have it.

Look up their payments in Stripe from the last 30 days (example) using that email.

If there is a successful payment, tell them the amount, the date and the description. Tell them their booking or order is confirmed if the payment matches it.

If the most recent payment failed or was not completed, tell them it did not go through and send a new payment link for the same amount and description.

If there is no payment at all, ask what they were paying for and when, and hand the conversation to a team member.

If they ask for a refund, or say they were charged twice or charged the wrong amount, do not refund. Collect the date, amount and reason, and hand the conversation to a team member.

Never share card details or another customer’s payments. Never promise a refund. Reply in the customer’s language.

Change the look-back period to your own before you paste it. If you want AeroChat to refund small amounts itself, say so in the recipe with a limit, for example “refund up to US$20 for a cancelled booking under our policy”, and allow refunds on the Stripe key.

What to connect

Stripe. In your Stripe Dashboard, create a restricted API key that can read customers and payments and create payment links. Add refund permission only if your recipe allows refunds. Enter the key in the AeroChat dashboard when the checklist asks.
Your policies. Upload your refund and cancellation policy to the AeroChat knowledge base so the replies match what you have written.

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

Whether AeroChat can refund at all, and up to what amount.
How far back customers can ask about payments.
Who handles disputes and double charges.

AeroChat can only do what the Stripe key allows and the recipe says. Anything outside that goes to your team.

The result to expect

Customers get an answer about their payment in seconds instead of waiting for someone to check Stripe. Failed payments get a new link straight away, so fewer bookings and orders are lost to a declined card. Your team only handles the refunds and disputes.

Measure it with your own numbers: payment questions answered by hand per month, and failed payments that were later completed.

Answer payment questions from Stripe

Paste the recipe, add a Stripe test key, make a test payment, and ask your own number whether it went through.

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On Shopify? Install AeroChat from the Shopify App Store.