Refunds in Chat for Wix
Yes. AeroChat handles Wix refunds in the chat, from the request to the status check. It checks the order against your refund policy, asks Wix how much of the order can be refunded, and refunds the items through Wix’s Order Billing API up to the amount you allow. Wix sends the refund through the payment provider where the provider supports it. When the shopper asks later, AeroChat reads the refunds on the order and tells them what was refunded and when.
This recipe answers “can I get a refund?” and “where is my refund?” without anyone on your team opening Wix. Part of connecting Wix to WhatsApp and AI chat.
What happens today
Refund messages come in two kinds. The first asks for one: an item arrived damaged, part of the order is missing, the shopper changed their mind. The second asks where a refund is, often more than once. Both mean opening the order, checking the policy, working out the amount and replying. A shopper who waits days for an answer about their money tends to ask on every channel at once.
The flow that works
- The shopper asks for a refund, or asks about one.
- AeroChat finds the order in Wix and checks the email or phone on the order matches the shopper.
- For a new request, it asks what happened and which items, and asks for a photo if your policy needs one.
- It checks your policy: the time since the order, which items can be refunded and the reasons you accept.
- It asks Wix for the order’s refundability, which shows how much can be refunded and whether the payment can be refunded automatically.
- If the request fits your policy, is under your limit and the payment can be refunded automatically, AeroChat refunds those items in Wix with the reason. Otherwise it passes the case to your team with the order, items, reason and photo.
- For a status question, it reads the refunds recorded on the order and replies with the amount, the date and how long it usually takes to arrive, from your policy.
What it looks like on WhatsApp
Customer: One of the two mugs in order 10571 arrived chipped. (example)
AeroChat: I’m sorry about that. Can you confirm the email you ordered with, and send a photo of the mug?
Customer: lea@example.com [photo]
AeroChat: Thanks, Lea. I’ve refunded US$22 for the chipped mug to the card you paid with. Banks usually take 5 to 10 business days to show it (example). You don’t need to send the mug back.
In Wix: a refund of US$22 (example) for one mug is recorded on order 10571 and sent through the payment provider.
The recipe
Copy this into AeroChat
When a customer asks for a refund, or asks about a refund, follow these steps.
- Ask for their order number. Find the order in Wix and check the email or phone on it matches the customer.
- If they are asking about a refund already made, read the refunds recorded on the order. Tell them the amount, the date and how long it usually takes to arrive, from our refund policy.
- If it is a new request, ask what happened and which items. If an item arrived damaged or wrong, ask for a photo.
- Check our refund policy in our knowledge base: the number of days since the order, the items that can be refunded and the reasons we accept.
- Get the order’s refundability from Wix. If the request fits the policy, the refund is $50 (example) or less and the payment can be refunded automatically, refund those items in Wix with the reason. Confirm the amount to the customer.
- If it is over $50 (example), outside the policy, or the payment can’t be refunded automatically, tell the customer our team will reply here, and pass the order, items, reason and photo to the team.
Never refund more than Wix shows as refundable. Never share another customer’s order. Reply in the customer’s language.
Change the refund limit, and add whether you offer store credit first, before you paste it.
What to connect
- Wix. Built in. Connect your Wix site from the AeroChat dashboard and approve the access Wix asks for. AeroChat syncs your products, coupons, discounts, shipping options, blog posts and site pages, and looks up orders for a verified customer.
- Wix API key. In Wix’s API Keys Manager, the site owner creates a key with permission for managing orders, and copies the site ID. Paste both in when AeroChat asks. Get Order Refundability and Refund Payments in the Order Billing API, and the refunds recorded on an order, are documented at dev.wix.com.
- Your knowledge base. Your refund policy and timings, read from the pages on your Wix site, so AeroChat uses your own wording and rules.
Only want refund status answered? See refund status in chat with Wix Stores.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Wix, add the API key, add your knowledge base, 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
- The amount AeroChat can refund on its own, and what goes to your team.
- Which reasons need a photo, and whether the item must come back first.
- Whether you offer store credit instead of a refund.
The result to expect
Refunds that fit your policy are done in the chat, the same day the shopper asks. “Where is my refund?” gets an exact answer from the order.
Measure it with your own numbers: refund requests settled in chat without handover, and repeat “where is my refund?” messages, 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 Wix site and email, with the same Wix connection behind it. See what each channel does on the Wix integration page.
Channel versions: WhatsApp returns and refunds, Instagram returns and refunds.
Settle your first refund in chat
Connect Wix, set your refund limit, and test it on an order of your own.
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