Answer Where Is My Refund on WhatsApp with Stripe
Yes. AeroChat works directly with Stripe. When a customer asks where their refund is, AeroChat finds the refund on their payment in Stripe and tells them whether it is pending, succeeded or failed, the amount and the date, with the bank reference where Stripe has one.
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This recipe answers “I still haven’t got my refund” from the refund record in Stripe, after your team or your rules have issued it. Part of connecting Stripe to WhatsApp and AI chat.
What happens today
A customer was told their refund is on the way. A week later the money is not in their account, and they message to ask. Someone searches Stripe for the payment, opens the refund, checks the date and replies. If the customer’s bank needs a reference to trace it, they go back in to find it. Meanwhile the customer worries the refund never happened.
The flow that works
- The customer asks about a refund.
- AeroChat finds their payment in Stripe by email or order number.
- It reads the refunds on that payment: amount, status and the date it was made.
- If the refund succeeded, it tells them the amount and date, how long banks usually take, and gives the bank reference if Stripe has one.
- If it is pending, it says so plainly and why, where Stripe gives a reason.
- If it failed, or there is no refund at all, it hands the conversation to your team with the details.
What it looks like on WhatsApp
Customer: You said you’d refund my returned jacket last week but I don’t see it. My email is lena.park@example.com (example)
AeroChat: I checked. A refund of US$145 to your card ending 4242 went through on November 3 (example). Card refunds can take 5 to 10 business days to show. If your bank asks, the reference is 74927550135 (example).
Customer: OK, I’ll check with my bank. Thanks.
In Stripe: nothing changes. AeroChat read the refund on Lena’s payment: US$145, status succeeded, with the bank reference.
The recipe
Copy this into AeroChat
When a customer asks about a refund, follow these steps.
- Ask for the email they paid with, or their order number, if we do not have it.
- Find their payment in Stripe and read the refunds on it.
- If a refund succeeded, tell them the amount, the date and the last four digits of the card it went to. Say that card refunds can take 5 to 10 business days (example) to show, and give the bank reference if Stripe has one.
- If a refund is pending, tell them it is still processing and give the reason Stripe shows, in plain words.
- If a refund failed, tell them a team member will sort it out and hand over the conversation with the payment and the failure reason.
- If there is no refund on the payment, do not promise one. Collect the order number and what they were told, and hand over to a team member.
Never share another customer’s payments. Never create a refund in this workflow. Reply in the customer’s language.
Change the timing in step 3 to what you tell customers today before you paste it.
What to connect
- Stripe. In your Stripe Dashboard, create a restricted API key that can read customers, payments and refunds. It does not need permission to create refunds for this recipe. Paste it in when AeroChat asks. Start with a test-mode key, then switch to a live key.
- Your policies. Upload your returns and refund policy to the AeroChat knowledge base, so the replies match what you have written.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Stripe, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Stripe’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
- What AeroChat tells customers about bank timing.
- Whether the bank reference is shared in chat.
- Who handles failed refunds and refunds that were promised but not made.
The result to expect
Customers get the real status of their refund as soon as they ask, with a reference their bank can trace. Your team only sees the refunds that failed or never happened.
Measure it with your own numbers: refund questions answered by hand, and repeat refund messages per customer, for a month before and after.
Next: answer payment questions from Stripe. For the wider flow, see returns and refunds on WhatsApp.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Stripe connection behind it. See what each channel does on the Stripe integration page.
Answer your first refund question from Stripe
Paste the recipe, add a Stripe test key, refund a test payment and ask your own number where the refund is.
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