Automate Refunds in Chat
Let customers ask for a refund in the chat, and track it there. AeroChat verifies the customer, checks the order against your refund policy, collects the reason and a photo where needed, and refunds within the limit you set. Anything above the limit goes to your team with the details attached. When the customer asks later, it reads the refund status from your store or gateway.
What the customer asks
Refund questions come in two kinds: asking for one, and asking where it is.
- “The item arrived broken. Can I get a refund?”
- “I returned it last week. Where’s my money?”
- “I was charged twice.”
- “Can I get store credit instead?”
- “One item was missing from my order.”
What AeroChat does, step by step
- The customer asks. AeroChat verifies the order number against the email or phone number on it.
- It reads the order and checks your policy: the time since delivery, the item, and any item you never refund.
- It asks for the reason and, for damaged or wrong items, a photo.
- If the case is inside your rules and under your limit, for example up to US$30, it issues the refund in your store or through the gateway and confirms it.
- If you prefer store credit, it offers that first, in the amount you allow.
- Above the limit, or for a duplicate charge, it hands the conversation to your team with the order, reason and photos.
- When the customer asks about a refund later, it reads the refund status and the date it was issued.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat reads the order and issues refunds within your limit.
- Your payment gateway. For orders paid by link, refunds and refund status come from the gateway, such as Airwallex or Stripe.
- Your returns app, if the refund follows a return. Loop Returns and AfterShip Returns connect through their APIs.
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: My mug arrived cracked. Order #6640. (example)
AeroChat: Sorry about that. Can you confirm your email and send a photo of the mug?
Customer: ella@example.com [photo]
AeroChat: Thanks, Ella. I can refund the US$18 for the mug to your card now, or send a replacement. Which do you prefer?
Customer: Refund please.
AeroChat: Done. US$18 is refunded to your original payment method. Your bank may take a few days to show it (example).
In your store: a US$18 refund is recorded on order #6640, with the reason “arrived damaged” and the photo in the chat.
The recipe
Copy this into AeroChat
When a customer asks for a refund, follow these steps.
- Verify the order number against the email or phone number on the order.
- Check our refund policy: within 30 days of delivery, no refunds on sale items (example).
- Ask for the reason. For damaged, faulty or wrong items, ask for a photo.
- If the case is inside the policy and the refund is US$30 or less (example), offer a refund or a replacement. If they choose the refund, refund the original payment method and confirm.
- If the refund is above US$30, or they were charged twice, hand the conversation to our team with the order, the reason and the photos.
- If they ask about a refund later, check the order and tell them whether and when it was refunded.
Never refund more than the limit, and never promise a date for the money to arrive. Reply in the customer’s language.
Set your own refund limit. Set it to zero if you want every refund approved by 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: WhatsApp and Instagram, and the ready-to-copy refund processed templates.
For your store platform: Shopify, WooCommerce, Wix Stores and Stripe refund status.
Related: refund requests and refund status and store credit instead of a refund.
Questions
Can AeroChat refund without my approval?
Only up to the limit you set and only for cases inside your policy. Everything else goes to your team.
Can customers check where their refund is?
Yes. AeroChat reads the refund on the order or in the gateway and tells them when it was issued and to which payment method.
Can it offer store credit instead?
Yes. Write the rule in the recipe, and AeroChat offers store credit first in the amount you allow.
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.
Settle refunds in the chat they started in
Start the trial, connect your store and paste the refund recipe with a low limit. Then request a refund on a test order.
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.