Automate Order Cancellation in Chat
Let customers cancel an order in the chat, before it ships. AeroChat verifies the customer, checks the order is not packed or shipped and is inside your cancellation window, and cancels it in your store with the reason. The refund goes back the way your store normally refunds. Orders already on their way get the return route instead. It works on WhatsApp, Instagram, Messenger, web chat and every other channel.
What the customer asks
Cancellation requests are urgent. Every hour they wait, the order gets closer to the courier.
- “Please cancel my order, I ordered the wrong size.”
- “I placed the same order twice.”
- “Can I cancel? I found it cheaper.”
- “Can I cancel one item and keep the rest?”
What AeroChat does, step by step
- The customer asks to cancel. AeroChat verifies the order number against the email or phone number on it.
- It checks the fulfillment status and the time since the order was placed.
- If the order is unfulfilled and inside your window, it asks for the reason and confirms which order will be canceled.
- Before canceling, it offers the fix if there is one, such as switching the size or correcting the address.
- When the customer confirms, it cancels the order in your store with the reason and, if you allow it, issues the refund to the original payment method.
- It tells the customer the order is canceled and how the refund reaches them.
- If the order is packed or shipped, it explains your return process. Part cancellations go to your team.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat checks the status, cancels the order and records the reason.
- Your payment gateway. Refunds for store checkout payments run through your store. For orders paid by a payment link, AeroChat can issue the refund through the gateway, such as Airwallex or Stripe, within your limit.
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 it looks like on WhatsApp
Customer: Can I cancel order #7734? I ordered two by mistake. (example)
AeroChat: I can check. What email did you order with?
Customer: jo@example.com
AeroChat: Thanks, Jo. Order #7734 has not been packed yet. You also have order #7733 with the same items. Shall I cancel #7734 and keep #7733?
Customer: Yes.
AeroChat: Done. Order #7734 is canceled. The US$38 refund goes back to your card (example).
In your store: order #7734 is canceled with the reason “duplicate order” and refunded to the original payment method.
The recipe
Copy this into AeroChat
When a customer asks to cancel an order, follow these steps.
- Verify the order number against the email or phone number on the order.
- If the order is packed, shipped or older than 12 hours (example), do not cancel it. Explain our return process instead.
- Ask for the reason. If the reason is size, color or address, offer to fix that instead.
- Read back the order number and items, and ask the customer to confirm the cancellation.
- Cancel the order with the reason, restock the items and refund the original payment method.
- Tell the customer the order is canceled and that the refund goes back to their original payment method.
- If they want to cancel only some items, hand the conversation to our team.
Never cancel an order the customer has not confirmed. Reply in the customer’s language.
Set your own window, and whether AeroChat refunds or only cancels and leaves the refund to your team.
Where it runs
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Shopee and Lazada chat, Telegram, your web chat and email. It uses the same store connection and the same rules on every channel, so a customer gets the same answer wherever they ask.
On Shopee, Lazada and TikTok Shop, orders follow the marketplace’s own process. There, AeroChat answers from your product details and policies and points the buyer to the marketplace’s own steps.
Channel versions: order changes on WhatsApp.
For your store platform: Shopify and WooCommerce.
Related: canceling an order before it ships and refunds in chat.
Questions
Can AeroChat cancel an order that has shipped?
No. Once an order is packed or shipped, AeroChat explains your return process and can start the return in the chat. See returns and exchanges in chat.
Does it refund automatically?
Only if you allow it. You can let AeroChat cancel and refund within your window, or cancel and leave the refund for your team to approve.
Can customers cancel one item from an order?
In the recipe above, part cancellations go to your team. You can change that rule if your store handles item edits.
How do I set this up?
Sign up for the 7-day free trial and connect your store. Connect AeroChat to your AI assistant, such as Claude, ChatGPT or Gemini, and describe the workflow, or paste the recipe above. AeroChat builds it as a draft. Add the keys for any other system it names, then turn the workflow on. No code needed.
Cancel orders before they reach the courier
Start the trial, connect your store and paste the cancellation recipe. Then cancel a test order in your own chat.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect your store for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.