Save the saleWin-back
Order Cancellation Save
- Ask why the moment an order is cancelled
- Offer a swap or a held discount to save the sale
- Tag every reason so ops can fix the cause
Sends onRuns on
Refund Recovery
Confirm the refund plainly, find out what went wrong, and leave the door open without selling.
Sorry it did not work out. If you have a second, what was the problem?Size or fitNot as describedArrived late
Size or fit
Type a message
What it is
- A refund recovery flow messages the customer when a refund is issued, confirming it in plain language.
- It asks what went wrong, in one tap, while they still care enough to answer.
- It can offer credit toward a future order, held on the account rather than sent as a code.
- Anything involving a fault or a complaint routes to a person instead.
Who runs it
- Brands with enough refund volume that the reasons would tell them something.
- Strongest in fashion, where sizing causes most refunds and is fixable.
- Any brand where nobody currently knows why refunds happen.
How it works
- A refund is issued on the order and the flow fires.
- The first message confirms the amount and when the money should land. Nothing is sold in it.
- A short follow-up asks what went wrong, with the common reasons as buttons.
- Sizing gets a size guide and credit. Quality routes straight to a person.
- Every answer is tagged on the order so the pattern builds.
Why it works
- The customer is worried about the money. Confirming it is the only thing they want in that moment.
- Asking why, right then, gets an honest answer. A survey a fortnight later gets nothing.
- Credit gives a reason to come back without discounting the product that failed them.
- Refund reasons stack into the sizing, shipping and batch problems that caused them.
A Refund Is Not An Exit. It Is A Second Chance.
A refunded customer has not necessarily decided to leave. They hit a problem you did not solve in time. The first job of this flow is to confirm the money is moving, because that is the thing they actually want to hear. Everything else comes after.
The moment
A refund is issued
By you or by support. Either way the customer is now waiting on money.
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What You Give, What You Get
What you give already exists in your store. What you get comes back automatically.
What you give
- Phone number
- Order number
- Refund amount
- Refund reasonoptional
- Order contentsoptional
What you get
- A refund confirmation
- A reason on the refund
- Store credit, where you offer it
- Reason tags that accumulate
What Makes It Work, And What Breaks It
The difference between recovering orders and annoying people is in these details.
Do this
Confirm the money before anything else
It is the only thing they want to hear. Everything else can wait a few hours.
Separate the confirmation from the question
Two messages, hours apart. Together they read as a survey stapled to an apology.
Never sell in the first message
Offering something while confirming a refund is the fastest way to look like you were waiting for it.
Route quality complaints to a person
A fault is not a branch. Someone should reply, with the order in front of them, the same day.
Hold credit on the account
No code to lose or share, and it does not discount the product that failed them.
Read the tags monthly
This is the real return. Sizing, shipping lanes and batch defects all show up here first.
What goes wrong
A discount attached to the apology
It reads as buying silence, and it is remembered longer than the refund.
Getting the timing wrong
Promising three days when your provider takes ten turns one complaint into two.
Automating a fault complaint
The one case that genuinely needs a person is the one brands most often leave to a branch.
Asking why when you already know
If you refunded because you shipped the wrong thing, asking is insulting.
Collecting reasons nobody reads
Then you have taken a customer's time for data you are not using.
How It Changes By Industry
Same flow, different timing and wording.
Fashion & ApparelSizing is almost all of it
Lead the follow-up with fit. The size guide prevents more refunds than the credit recovers.
Beauty & FragranceShade and reaction are different problemsA wrong shade is fixable. A skin reaction is a safety matter and should reach a person immediately.
Optical & EyewearPrescription issues bypass the flowAnything involving the prescription goes straight to a person. Never offer credit against it.
Home, Decor & GiftingThe refund is often about timingGifts get refunded when they miss the date. The useful question is about delivery, not the product.
See how it is builtThe real builder canvas, with the setup direction on every node.
TriggersTrigger Event
- Event
- Order refunded
Fires when the refund is issued.
MessagingWhatsApp
- Template
- refund_ack
- Tone
- Plain, no upsell
Amount and timing only. Nothing sold.
TimingWait
- Duration
- 4 hours
Space between the money and the question.
MessagingWhatsApp
- Template
- refund_reason
- Buttons
- Size · Not as described · Late
Reasons as buttons.
LogicFilter
- Condition
- Reason tag
A fault complaint must never take the automated path.
Size or fit
ActionsDiscount
- Type
- Store credit
Held on the account, no code.
MessagingWhatsApp
- Template
- size_guide_credit
The fit note matters more than the credit.
Not as described
MessagingResponses
- On reply
- Route to a human
A person, same day, with the order attached.
100%
Before you start
- Your store connected, writing refunds back to Nonito.
- The real refund window from your payment provider.
- A WhatsApp Business sender connected and verified.
- Templates for the confirmation and the follow-up, approved.
- Someone who will answer a quality complaint the same day.
Every node carries its own setup direction. Drag the canvas to move around it, or open it full screen.
Questions About This Flow
Is it wrong to message someone who just got a refund?
Only if you sell to them. The first message exists to confirm the money is moving, which is the thing they actually want to hear.
Where do the reason tags come from?
From what the customer taps, plus anything they write back. That is usually closer to the truth than the reason recorded on the order.
Should we offer credit every time?
No. Offer it for a fixable problem like sizing. Never offer it against a fault complaint, where it reads as a payoff.
How long does it take to go live?
It goes live the day your templates are approved. Confirm your real refund window with your payment provider first.
What if the refund was our mistake?
Skip the question entirely. Lead with the apology and the fix, because asking why when you already know makes it worse.
Run It Alongside
The flows that protect the order you just recovered.
Judge.me integratedPost-purchase
Post-Purchase Feedback
- Ask for a one-tap rating on WhatsApp after delivery
- Publish four and five star reviews through Judge.me
- Route low scores to a person, not a bot
See It Running On Your Own Store.
We will connect your store, switch this flow on, and show you what it recovers. Setup takes an afternoon, and you keep everything it builds.