Answer Where Is My Refund on WhatsApp with Xendit

Yes. AeroChat works directly with Xendit. When a customer asks where their refund is, AeroChat finds the refund on their Xendit payment and tells them whether it is pending, succeeded or failed, with the amount, in the same chat.

Prefer payments built in? Airwallex is built into AeroChat, so payment links work without an API setup. See how it works. No Airwallex account yet? Open one through AeroChat.

This recipe answers “has my refund gone through?” from the refund record in Xendit, after your team has issued it. Part of connecting Xendit to WhatsApp and AI chat.

What happens today

A customer was promised a refund for a canceled order. Days later they have not seen the money in their e-wallet or card, and they message to ask. Someone opens the Xendit Dashboard, finds the payment, checks the refund and replies. When several customers ask at once, some wait a day for an answer that Xendit already has.

The flow that works

The customer asks about a refund.
AeroChat finds the Xendit payment link it sent in the conversation, or looks it up by the order number.
It reads the refunds on that payment in Xendit.
If the refund succeeded, it tells them the amount and the date.
If it is pending, it says the refund is still being processed by the payment channel.
If it failed, or there is no refund, it hands the conversation to your team with the details.

What it looks like on WhatsApp

Customer: Hi, I was told my refund for order ORD-4418 was done but nothing in my GCash yet. (example)

AeroChat: I checked. A refund of PHP 1,250 for order ORD-4418 succeeded on November 6 (example). It should already be back in your GCash. Please check your GCash transaction history for that date.

Customer: Oh I see it now. Thanks!

In Xendit: nothing changes. AeroChat read the refund on the payment for order ORD-4418: PHP 1,250, status succeeded.

The recipe

Copy this into AeroChat

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

Find the Xendit payment link we sent in this conversation. If there is none, ask for their order number and find the payment link with that reference.

Read the refunds on that payment in Xendit.

If a refund succeeded, tell them the amount, the date and where it went back to.

If a refund is pending, tell them it is still being processed and that card refunds can take several working days (example) to show.

If a refund failed, tell them a team member will sort it out and hand over the conversation with the order number 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 create a refund in this workflow. Never share another customer’s payments. Reply in the customer’s language.

Change the timing in step 4 to what you tell customers today before you paste it.

What to connect

Xendit. Log in to your Xendit Dashboard, open Settings, then API Keys, and generate a secret key with permission to read payment links and refunds. Paste it in when AeroChat asks. Test with a Test mode key first, then switch to a Live key.
Refund notifications (optional). Xendit can send refund updates to a webhook. If the checklist shows a webhook address, add it in Xendit so AeroChat knows when a refund succeeds or fails.
Your policies. Upload your 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 Xendit, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Xendit’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 refund timing for each payment method.
Who handles failed refunds.
Who handles refunds that were promised but not made.

The result to expect

Customers get the real status of their refund as soon as they ask, from Xendit itself. 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 Xendit.

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 Xendit connection behind it. See what each channel does on the Xendit integration page.

Answer your first refund question from Xendit

Paste the recipe, add your Xendit Test mode key, refund a test payment and ask your own number where the refund is.

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