MoraselTurn Shopify return and refund requests into owned WhatsApp tickets
A return or exchange request becomes a ticket the moment it lands, the refund itself is issued in Shopify, and Morasel sends every lifecycle update — approved, received, refunded — as an approved template.
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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 customers ask three times whether their refund actually went out.
- A customer describes a return over several messages, and no one converts it into a piece of work someone owns
- A refund is issued in Shopify but the customer 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 customer keeps asking
What the return record holds
One ticket per return or exchange request, tied to the order it came from.
- Return ticket
- Reason, items, and order reference, created the moment a return conversation starts.
- Return status
- Requested, approved, declined, processing, cancelled, reopened, or closed — mirroring the state Shopify reports.
- Refund record
- The refund is issued in Shopify; Morasel records the confirmation and when it was created.
- Exchange reference
- The replacement item and, where the merchant supports it, any replacement order created for it.
- Template log
- Which lifecycle message — approved, received, refunded — went out, and when.
- Ownership
- The staff member or team currently responsible for the ticket.
What happens from request to refund
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 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.
Shopify carries the lifecycle
Return approved, received, processing, and any refund are all recorded and issued in Shopify.
Templates confirm each state to the customer
Return approved, received, and refunded messages go out on approved templates as each state is reached.
What a return looks like end to end
One request, staff review, and a refund confirmed once it happens in Shopify.
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
- Refunds issued in Shopify and mirrored back onto the ticket automatically
- A closed-ticket history showing exactly which lifecycle messages the customer received
What staff decide
A return moves forward only when a person approves it.
- Only staff with return access can approve, decline, or reopen a ticket
- A refund is issued in Shopify, not guessed or promised on WhatsApp
- An exchange depends on replacement stock and any merchant-approved replacement-order process — it isn't a universal automatic swap
- Only Meta-approved templates are used for return approved, received, and refunded messages
What this does not promise
Capturing a return request is not approving it, and Morasel does not issue automatic RMAs, guarantee exchange inventory, or promise a refund timeline beyond what Shopify records. A refund being issued in Shopify does not guarantee when the funds reach the customer's bank.
Turn returns into owned work, not scattered chats
Connect your Shopify store so every return becomes a ticket, refunds are issued in Shopify, and the customer gets each lifecycle update automatically.
Returns and refunds questions
Does asking for a return on WhatsApp approve it automatically?
No. The request becomes a ticket for staff to review; capturing it is not approving it.
Where is the refund actually issued?
In Shopify. Morasel records the confirmation and sends the customer a refunded message once it happens.
What updates does the customer get?
Approved, received, and refunded messages, each sent as an approved WhatsApp template as the return reaches that state.
Can every exchange be handled automatically?
No. An exchange depends on replacement stock and, where the merchant supports it, a replacement order — it is not a universal automatic swap.
Does a refund in Shopify mean the money arrives instantly?
No. Shopify recording a refund does not guarantee when it reaches the customer's bank.
Does a return request cost anything to handle?
Nothing beyond your plan and the WhatsApp messages you send. Returns and refunds run on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request. WhatsApp usage is billed separately from a prepaid wallet at Meta's official rates.