WhatsApp refund processed templates
A refund processed message confirms the amount, where the money is going and how long it takes to appear, and names the order it relates to. Below are 10 templates to copy for full refunds, partial refunds, store credit, canceled orders and refunds after a return. AeroChat sends them when a refund is issued in your store and answers “where is my refund?” in the same chat.
What a refund message should do
After a return or cancellation, the customer’s main worry is the money. Tell them the exact amount, the payment method it goes back to and how many days it usually takes their bank to show it.
If the refund is partial, say which items or charges are included, so the customer doesn’t have to ask.
The WhatsApp rules that apply
If the customer messaged you in the last 24 hours, you can send any of these as a free-text reply. Outside that 24-hour customer service window, a business-initiated message needs an approved template. These messages fit Meta’s utility category when they are about the customer’s own order or account and contain nothing promotional. Meta’s guidelines say utility templates must not promote products, upsell, cross-sell or include offers. A template that mixes an update with a promotion is classed as marketing. See the WhatsApp message templates guide, WhatsApp message templates and template approval.
Source: Meta’s WhatsApp template category guidelines on developers.facebook.com, as of November 2026.
Meta’s guidelines give confirming that a refund has been processed as a utility example. Keep “shop again” offers out of these messages.
10 WhatsApp refund processed templates to copy
Copy a template, change the wording to match how your store talks, and keep the variables in double curly brackets. AeroChat fills them from your store data when it sends the message.
1. Full refund
Use when the whole order is refunded.
Hi {{customer_name}}, your refund for order {{order_number}} has been processed.
Amount: {{refund_amount}}
Refunded to: {{payment_method}}
It usually takes {{refund_days}} business days to appear, depending on your bank.
2. Partial refund
Use when only some items or charges are refunded.
Hi {{customer_name}}, we've refunded {{refund_amount}} for order {{order_number}}.
This covers: {{refunded_items}}
It goes back to {{payment_method}} and usually shows within {{refund_days}} business days.
3. Return received and refunded
Use when the returned parcel arrived and passed inspection.
Hi {{customer_name}}, we've received your return for order {{order_number}} and everything checked out.
Your refund of {{refund_amount}} is on its way to {{payment_method}}.
4. Refund as store credit
Use when the customer chose credit instead of money back.
Hi {{customer_name}}, we've added {{credit_amount}} store credit to your {{store_name}} account for order {{order_number}}.
It's applied automatically at checkout and is valid until {{credit_expiry}}.
5. Canceled order refunded
Use when an order was canceled before it shipped.
Hi {{customer_name}}, your order {{order_number}} has been canceled and refunded in full.
{{refund_amount}} is going back to {{payment_method}}.
6. Shipping fee refunded
Use when you refund delivery after a late or failed delivery.
Hi {{customer_name}}, we've refunded the {{shipping_fee}} delivery fee for order {{order_number}}.
It goes back to {{payment_method}} within {{refund_days}} business days.
7. Refund to a cash on delivery customer
Use when the customer paid cash and the refund goes by bank transfer or wallet.
Hi {{customer_name}}, your refund of {{refund_amount}} for order {{order_number}} has been sent to {{refund_account}}.
Please allow {{refund_days}} business days. Reply here if it hasn't arrived by {{expected_date}}.
8. Refund for a damaged item
Use after the customer reported damage.
Hi {{customer_name}}, sorry again that your {{product_name}} arrived damaged.
We've refunded {{refund_amount}} to {{payment_method}}. You don't need to send the item back.
9. Refund delayed
Use when a refund is taking longer than expected.
Hi {{customer_name}}, your refund for order {{order_number}} is taking longer than usual because {{delay_reason}}.
We now expect it to be processed by {{new_date}}. We'll message you here when it's done.
10. Refund not showing yet
Use when the customer asks where their refund is.
Hi {{customer_name}}, your refund of {{refund_amount}} for order {{order_number}} was processed on {{refund_date}}.
Banks usually take {{refund_days}} business days to show it. If it isn't there by {{expected_date}}, reply here and we'll check with our payment provider.
Send these automatically with AeroChat
AeroChat sends these when a refund is created in your store platform, such as Shopify, WooCommerce or Wix or in your payment gateway, such as Airwallex or Stripe:
- Amount, items and payment method: come from the refund record on the order.
- Store credit: the amount and expiry come from the gift card or credit issued in your store.
- Refunds AeroChat issues: for refund requests in chat, AeroChat refunds up to the amount you set and hands anything bigger to your team. The confirmation follows in the same chat.
- “Where is my refund?”: AeroChat verifies the customer, reads the refund date from the order and gives the answer straight away.
See refund requests and refund status and store credit instead of a refund.
Related
- WhatsApp returns and refunds
- Refunds in chat
- Refund requests and refund status
- WhatsApp return instructions templates
- Store credit instead of a refund
- Order cancellation in chat
Questions
Is a refund message a utility template?
Yes. Meta’s guidelines give confirming a processed refund as a utility example. It must stay non-promotional.
How long should I say a refund takes?
Use the time your payment provider gives for refunds to reach the customer, and say it depends on their bank.
Can AeroChat issue the refund itself?
Yes, within the refund limit you set in the workflow. Anything above the limit goes to your team with the order details.
What if the customer says the refund never arrived?
AeroChat reads the refund date and amount from the order, tells the customer when to expect it, and passes the case to your team if the expected date has passed.
Answer refund questions before they’re asked
Connect your store and payment gateway, and AeroChat confirms every refund on WhatsApp and answers refund status questions in the chat. Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.