Automate Returns and Exchanges in Chat
Let customers start a return or an exchange in the chat they already use. AeroChat verifies the order, checks it is inside your return window, collects the reason and a photo where needed, and checks stock for an exchange size. It opens the return request in your store or returns app and sends the return label where your shipping tool creates one. Your team approves as usual.
What the customer asks
Returns start with a message, often without the order number.
- “It’s too small. Can I swap for a large?”
- “I want to return this, how do I do it?”
- “It came in the wrong color.”
- “Where do I send it back?”
- “Has my return arrived yet?”
What AeroChat does, step by step
- The customer asks. AeroChat verifies the order number against the email or phone number on it.
- It checks the delivery date against your return window and checks the item is returnable.
- It asks which item and why. For damaged or wrong items, it asks for a photo.
- For an exchange, it checks the new size or color is in stock.
- It opens the return request in your store or returns app, with the items, reason and exchange choice.
- Where your shipping tool or returns app creates labels, it sends the return label in the chat.
- Later, it answers return status questions from the request.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat verifies the order, checks stock and opens the return request.
- Your returns app, if you use one. Loop Returns, AfterShip Returns, ReturnGO and Redo connect through their APIs.
- Return labels. Shippo and Sendcloud create return labels through their APIs. POS Malaysia is built in for sellers in Malaysia.
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: The dress is too small. Can I get a medium? Order #3390 (example)
AeroChat: Sure. Can you confirm the email you ordered with?
Customer: nina@example.com
AeroChat: Thanks, Nina. Order #3390 is inside our 30-day window, and the Wrap Dress in medium is in stock (example). I’ve opened an exchange from small to medium. Here is your return label: [link]. The medium ships when your return is scanned.
In your returns app: an exchange request for order #3390, small to medium, with the label created.
The recipe
Copy this into AeroChat
When a customer asks to return or exchange an item, follow these steps.
- Verify the order number against the email or phone number on the order.
- Check the delivery date is within our 30-day return window (example) and the item is returnable. If not, explain our policy and hand the conversation to our team.
- Ask which item and why. If it is damaged, faulty or wrong, ask for a photo first.
- If they want an exchange, check the new size or color is in stock. If not, offer a refund or store credit instead.
- Open the return or exchange request with the items, reason and choice.
- Send the return label and tell them the next step.
- If they ask later, tell them the status of the return.
Never promise a refund amount or date. Our team approves every return. Reply in the customer’s language.
Change the return window and the items you do not take back.
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 return instruction templates.
For your store platform: Shopify, WooCommerce and Loop Returns size exchanges.
Related: starting a return in chat, size exchanges in chat and a returns app or returns in chat.
Questions
Does AeroChat approve returns?
No. It opens the request with the reason and photos. Your team approves it in your store or returns app.
Can it check stock for an exchange?
Yes. It checks the new size or color before it opens the exchange, and offers another option if it is out of stock.
Do I need a returns app?
No. AeroChat can open the return request in your store. A returns app adds portals and exchange rules, and AeroChat works with it through its API if you have one.
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.
Start returns where the customer already is
Start the trial, connect your store and paste the returns recipe. Then exchange a test order in 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.