Order Cancellation in Chat for Wix
Yes. AeroChat cancels Wix orders in the chat, within the rules you set. It verifies the customer against the order, checks the order has not been fulfilled, then cancels it in Wix with the items restocked. If the order was paid, it refunds the payment through Wix to the original payment method, where your payment provider supports refunds from Wix. The customer gets the confirmation in the same chat.
This recipe handles “please cancel my order” while the order can still be stopped. Part of connecting Wix to WhatsApp and AI chat.
What happens today
A customer ordered twice by mistake, picked the wrong color or changed their mind an hour later. They write in and wait. Meanwhile the order gets packed. By the time someone reads the message, the parcel has shipped, and a quick cancellation turns into a return with shipping both ways. Doing it by hand means opening the order, canceling, restocking, refunding and writing back, every time.
The flow that works
- The customer asks to cancel an order.
- AeroChat asks for the order number and the email they ordered with, and checks both match the order in Wix.
- It checks the order is not fulfilled and is inside your cancellation window.
- It offers what might keep the sale, if you allow it, such as a different size or color instead.
- Once the customer confirms, it cancels the order in Wix with restock on.
- If the order was paid, it refunds the full amount through Wix to the original payment method.
- It confirms the cancellation and the refund in the chat.
What it looks like on WhatsApp
Customer: Can I cancel order 10954? I ordered the wrong color. (example)
AeroChat: Sure. Please confirm the email on the order.
Customer: ivy@example.com
AeroChat: Thanks, Ivy. Order 10954 hasn’t shipped. Would you like the canvas backpack in olive instead? It’s in stock.
Customer: No, just cancel please.
AeroChat: Done. Order 10954 is canceled, and US$64 is on its way back to your card (example). Banks usually show it within a few business days.
In Wix: order 10954 is canceled with the backpack restocked, a full refund is issued through your payment provider, and the timeline shows the comment “Canceled in chat: wrong color”.
The recipe
Copy this into AeroChat
When a customer asks to cancel an order, follow these steps.
- Ask for the order number and the email or phone number they ordered with. Check both match the order in Wix.
- Check the order is not fulfilled and was placed less than 12 hours ago (example). If it has shipped, explain our returns process instead.
- If they want a different size or color, offer to change it if that option is in stock. Hand changes to our team.
- Ask them to confirm the cancellation.
- Cancel the order in Wix with restock on. Add a comment with the reason.
- If the order was paid, refund the full amount through Wix. If the refund cannot be made through Wix, hand it to our team.
- Confirm the cancellation and the refund amount. Tell them refunds can take a few business days to show.
Never cancel an order the customer has not confirmed. Reply in the customer’s language.
Change the cancellation window and the change offer to match your store before you paste it.
What to connect
- Wix. Built in. Connect your Wix site from the AeroChat dashboard.
- Wix API key. In Wix’s API Keys Manager, the site owner creates a key with permission to manage orders, and copies the site ID. Paste both in when AeroChat asks. Canceling with restock is documented in the Wix Orders API, and refunds in the Wix Order Billing API. Most payment providers refund automatically through Wix. For one that does not, the refund is made in that provider and recorded in Wix.
- Your policies. Your cancellation and refund policy on your Wix site is already part of what AeroChat knows.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Wix, add the API key, then switch it on. If it built the connection from Wix’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
- How long after ordering a customer can cancel in chat.
- Whether AeroChat refunds right away or passes large orders to your team.
- Which orders always go to your team, such as personalized or made-to-order items.
The result to expect
Orders get canceled before they ship, so a change of mind costs a refund instead of a return. Customers get an answer while the order can still be stopped.
Measure it with your own numbers: cancellations handled in chat, and returns of orders the customer wanted to cancel, for a month before and after.
Next: see the order cancellation workflow across every channel, how to cancel an order before it ships and refund status in chat with Wix Stores.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your Wix site and email, with the same Wix connection behind it. See what each channel does on the Wix integration page.
Channel versions: WhatsApp order changes.
Cancel your first order from the chat
Connect Wix, paste the recipe, place a test order and ask your own number to cancel it.
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