Shopify × WhatsApp
Refund follow-up on WhatsApp, straight from Shopify.
Shopify's order refunded event starts a Nonito flow that sends the customer a WhatsApp message, in English or Arabic, and attributes every order that follows. WhatsApp is where customers in Egypt and the Gulf already read their messages, and it carries buttons, images and replies.
What the flow uses from Shopify.
Nonito receives orders, abandoned checkouts, customers, products and collections from Shopify. For this flow it listens for one event and uses a handful of fields from it. Discount codes are created in your Shopify store, one per customer, with the expiry you set.
| From Shopify | What it is for |
|---|---|
Order refundedShopify refund | Fires when a refund is issued, so the customer hears from you before they check their bank. |
| Phone number | From the refunded order. |
| Order number | So the customer knows which refund you mean. |
| Refund amount | Confirming the number is most of the reassurance. |
| Refund reason | If your store records one. Usually a checkbox rather than the truth. Optional. |
| Order contents | Needed to offer a sensible alternative later. Optional. |
The flow, as it sits in the builder.
Confirm the refund plainly, find out what went wrong, and leave the door open without selling.
Confirm the refund
Your refund for #1042 has been processed, Nour. 1,250 EGP is on its way back and should land within 5 to 7 days.
Ask what went wrong
Sorry it did not work out. If you have a second, what was the problem?
3 WhatsApp templates to copy.
Use them as they are or rewrite them in your voice. The variables in braces are filled from Shopify at send time.
Confirm the refundEnglish
Your refund for {{order_number}} has been processed, {{first_name}}.
{{refund_amount}} is on its way back and should land within {{refund_window}}.The amount and the timing, and nothing else. Anything sold in this message reads as opportunism.
Ask what went wrongEnglish
Sorry it did not work out. If you have a second, what was the problem?Short, no name, no branding. It reads like a person asking rather than a survey firing.
Sizing, with creditEnglish
That is useful, thank you.
Our sizes run {{fit_note}}. If you want to try the next size, {{credit_amount}} is on your account, no rush and no code needed.The fit note is the part that prevents the next refund. The credit is secondary and should feel that way.
Every message in this flow, with the reasoning behind each one: Refund Recovery in the flow library →
How to set up refund follow-up on WhatsApp from Shopify
Connect your Shopify store
Sign up, enter your store domain and approve access in Shopify. Orders, checkouts, customers and products start flowing in, and nothing is exported by hand.
Connect WhatsApp
Bring your WhatsApp Business number or set one up through Nonito. Templates are written in English and Arabic and submitted to Meta for you.
Then build the flow
- Create the flow, choose Trigger Event, and select order refunded.
- Add a WhatsApp node confirming the amount and the window. Sell nothing here.
- Add a Wait node of a few hours.
- Add a WhatsApp node asking what went wrong, with reasons as buttons.
- Add a Responses node to catch the tap and tag the order.
- Add a Filter node on the reason.
- For sizing, add a Discount node held on the account, then a message with the fit note.
- For quality, route straight to a human inbox and offer nothing.
- Turn it on. Every order that follows a message is attributed back to this flow in the dashboard, so you can see what it earned.
Where this goes wrong
- Getting the timing wrong on when the money lands is worse than not stating it. Check what your payment provider actually does before you promise three to five days.
- Anything about a faulty product should reach a person immediately. An automated credit offer on a quality complaint reads as a payoff.
- If the refund was for something you got wrong, do not ask why. You already know.
Meta charges per delivered template message, and the rate depends on the country. WhatsApp API pricing by country →
Questions Shopify teams ask about this.
Can Nonito run refund follow-up on WhatsApp from Shopify?
Yes. Shopify's order refunded event starts the flow, and Nonito sends the WhatsApp message with the customer's details filled in from Shopify. It runs on its own once switched on.
Which Shopify event starts it?
Order refunded. Fires when a refund is issued, so the customer hears from you before they check their bank.
Do I need a WhatsApp Business API account first?
No. You can bring an existing WhatsApp Business number, or Nonito sets up the API connection and submits your templates to Meta for approval during onboarding. Approval is usually the only thing you wait on.
Can the messages go out in Arabic?
Yes. A Language node sends Arabic speakers the Arabic template and everyone else the English one, using the language on the Shopify customer record.
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.
Related
Order confirmation on WhatsApp
A WhatsApp message the moment an order is placed, asking the customer to confirm it before you pack anything.
See the flow →Abandoned cart on WhatsApp
When someone leaves a full cart, a WhatsApp message brings them back to it. Two messages, then it stops.
See the flow →Shipping updates on WhatsApp
Tell the customer where the order is before they have to ask, at every step from dispatch to the door.
See the flow →Put refund follow-up on WhatsApp live.
Start on the free plan and connect Shopify, or book a call and we will set the first flow up with you.