Refund Return

What It Does #

Refund & Return lets customers start refund, return, or exchange requests from the chatbot or from their WooCommerce order details (My Account). You manage a list of reasons, an email template for status updates, and an optional policy URL. All requests appear in the admin where you can approve or reject them. When you change status, the customer (and admin) receive an email. Approved requests update the order to a custom status (Refund Requested, Return Requested, or Exchange Requested).

Requirements #

• Helpmate Pro — Refund & Return is a Pro feature. Activate a Pro API key and the Helpmate Pro plugin.
• WooCommerce — Must be installed and active. Requests are tied to WooCommerce orders; customers can start requests from order details.
• Chatbot (optional) — For starting requests from chat, the AI chatbot must be set up. Customers can also start requests from My Account → Order details without using chat.

Turn On Refund & Return #

1. In the WordPress admin, go to Helpmate → Automation → Chatbot → Refund & Return.
2. Use the Enable Module switch at the top to turn the feature on.
3. Configure Settings (reasons, email template, policy URL), then review and manage Requests as they come in.

Settings Tab #

• Email Template — CRM email template used when a request is created or when you change its status. Select one from the dropdown or use Create Template to go to CRM → Email Templates. Variables: {customer_name}, {order_number}, {return_refund_type}, {return_refund_status}, {return_refund_reason}, {return_refund_amount}, {return_refund_items}, {shop_name}, {status}, {order_id}. If the default “Refund/Return Request Update” template is missing, use Recreate Missing Template.
• Policy URL — Optional URL to your refund/return policy (e.g. included in emails or shown to customers).
• Refund/Return Reasons — List of reasons customers can choose when submitting a request. You can add, edit (except “Other”), delete (except “Other”), and drag to reorder. “Other” is always present; when selected, the customer can enter a custom reason. Defaults include Defective Product, Wrong Product Received, Wrong Size/Color/Quantity Received, and Other.

Requests Tab #

Table of all refund/return/exchange requests with:

• Order ID, Customer Name, Customer Email
• Type (Refund, Return, Exchange)
• Reason, Status (Pending, Approved, Rejected)
• Created At, Updated At
• Actions — View to open details

In the detail sheet you can change Status to Pending, Approved, or Rejected. Saving sends the status-update email to the customer and admin. When you set status to Approved, the related WooCommerce order is updated to Refund Requested, Return Requested, or Exchange Requested (depending on request type).

How Customers Start a Request #

From chat

When the module is enabled and the chatbot is set up, customers can start a refund/return/exchange from the chat. The bot presents a form; they choose type, reason, and (if applicable) items. Submitting creates a request and triggers the first email.

From My Account

On WooCommerce My Account → Orders → View order, completed orders show Request Refund, Request Return, and Request Exchange. The customer picks one, chooses a reason from your list (or “Other” and enters text), and submits. Only one request per order is allowed; if one already exists, they see the current status instead of the buttons.

Summary #

Related:

Abandoned Cart · AI Chatbot with Knowledge-base · WooCommerce Refunds Made Easy: Chat-First Returns