MoraselTurn WhatsApp return requests into tracked tickets
A return or exchange request becomes a ticket the moment it lands, with a status the shopper can ask about at any time — whether your store runs on Shopify, WooCommerce, Salla, Zid, or a platform you built yourself.
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What breaks when returns run through chat alone
Without a structured path, return requests get lost in the inbox, no one owns the follow-up, and shoppers ask three times whether their refund actually went out.
- A shopper describes a return over several messages, and no one turns it into work someone owns
- A refund is issued in the store's own admin, but the shopper never hears about it
- An exchange gets promised on WhatsApp before anyone checks whether the replacement is in stock
- A declined return is never explained, so the shopper keeps asking
What the return ticket holds
One ticket per return or exchange request, tied to the order it came from, whichever platform the order lives on.
- Return ticket
- Reason, item, and order reference, created the moment a return conversation starts.
- Return status
- Requested, approved, declined, processing, or closed — set by staff, not inferred from the chat alone.
- Refund note
- A record of the refund confirmation, added once it's issued in your store's own admin.
- Exchange reference
- The replacement item requested, and any replacement order created for it, where your store supports one.
- Ownership
- The staff member currently responsible for the ticket.
What happens from request to resolution
The same path runs for every return, exchange, or refund question.
Customer starts a return on WhatsApp
A shopper describes the reason and item; Morasel captures it with the order it belongs to.
A ticket is created
The request becomes owned work with a status, instead of a chat message waiting to be noticed.
Staff review and decide
A team member approves, declines, or asks for more detail — capturing a request is not approving it.
The refund or exchange happens in your store
The refund is issued, or the replacement order created, in your store's own admin.
The customer is updated at each status change
The shopper can ask about the ticket at any time and get the current status, not a guess.
What a return looks like end to end
One request, staff review, and a status the customer can check any time.
What the team sees
Every return sits as an owned ticket, not a scattered chat.
- A return queue showing reason, item, order, and current status for every open ticket
- Approve, decline, or request more detail — each a deliberate staff action
- A shopper can ask about their return status any time and get the current ticket state, not a guess
- Refund and exchange actions stay in your store's own admin, and the confirmation is recorded on the ticket
What this does not do
A support ticket is not an automated RMA, exchange, or refund. Approving a return, issuing a refund, or creating a replacement order stays a decision a team member makes in your store's own admin.
Give every return a ticket and a status
Start free and turn every WhatsApp return or exchange request into tracked, owned work with a status your shoppers can ask about — whatever platform your store runs on.
Returns support questions
Can returns run on a store that is not Shopify?
Yes — the return ticket, status, and ownership work the same way whether your store runs on Shopify, WooCommerce, Salla, Zid, or a platform you built yourself.
Can a shopper check their return status later?
Yes — a shopper can ask at any time and get the current ticket status, not a guess or a repeated "let me check."
Does Morasel issue the refund automatically?
No — a support ticket is not an automated refund. The refund is issued in your store's own admin, and Morasel records the confirmation.
What happens to a declined return?
It's marked declined on the ticket, with the reason a staff member gave, so the shopper gets a clear answer instead of silence.
Can an exchange be promised before checking stock?
No — staff review a request before approving it, so an exchange isn't promised until someone has confirmed the replacement is available.
Does handling a return on WhatsApp cost extra?
No — a return ticket is priced like any other ticket. Returns support runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required. WhatsApp usage is billed separately from a prepaid wallet at Meta's official rates.