WhatsApp customer service for e-commerce returns, request to refund.

It is an assistant that handles return requests in the WhatsApp chat your customers already use. It finds the order, checks the return window and item rules in your policy, and sends the label and packing steps. Damaged items, exceptions and every refund go to your team, so routine returns move without anyone retyping order numbers.

Yes. Orders, items and delivery dates are read through the Shopify API, so eligibility is checked against real order data, and approved returns can be recorded back in Shopify. WooCommerce and other platforms with an API work in a similar way, while marketplaces depend on what their seller tools allow.

By the rules in your return policy, not by guesswork. It checks days since delivery, product category, final-sale tags and condition questions such as unworn or unopened. Anything the rules don't cover clearly goes to staff, and customers outside the window are shown the relevant policy line with an option to ask for a person.

Your team does. The assistant prepares each refund with the order, the reason and the inspection status, and no money moves until a person approves it. For damaged or wrong items, the customer is asked for photos in the chat, and staff decide on a replacement, refund or courier claim.

Yes, that is built into the flow. Customers can message from any number, but order details are shared only after the buyer is matched, for example by order number plus the email or phone on the order. Photos and chat logs are kept for the period you set, and only the staff who handle returns can see them.

Yes. Replies can go out in English, Bahasa Melayu and Chinese, following the language the customer writes in. Your policy wording is checked in each language before launch, so a return window or final-sale rule means the same thing whichever language the customer uses.

It depends on your store platform, your couriers, how many return rules you have and the languages you need, plus Meta's WhatsApp messaging fees. Once a free discovery session has mapped your returns, we send a private quote. Timelines depend on the same factors: we start with your most common return type, such as wrong size, and add damaged items and exchanges once that first flow runs well.

It depends on how your customers reach you. A returns app usually sends customers to a web form. This works inside the WhatsApp chat they already use, follows your own policy wording and hands judgement calls to your team. If you already run a returns app, requests can often be passed into it where its API allows.