BigCommerce Whatsapp Automation
Automatically notify customers on WhatsApp when a refund is processed, tag them in ActiveCampaign, and follow up with feedback requests to build lasting trust.
Why This Workflow Matters
This workflow helps you turn refunds into a positive experience instead of a silent, uncertain moment for customers.
By sending instant WhatsApp updates, organizing refund data in ActiveCampaign, and asking for feedback, your business looks transparent, responsive, and customer-focused.
It reduces manual work for your support team and gives customers clear, timely communication that increases overall satisfaction.
How The Automation Works
- The automation starts when a refund is processed in your BigCommerce store.
- ActiveCampaign immediately tags the contact with a refund tag , so you can easily segment and track refunded orders.
- A webhook runs to connect this event with your D7 WhatsApp API setup.
- Through D7, the customer receives a WhatsApp message:
“Your refund for {{order_id}} has been processed.”
- After the confirmation, the workflow sends a follow-up feedback request , inviting the customer to share their experience.
- The main goal is to improve customer satisfaction, using refunds as a chance to show care, reliability, and great service.
Automation Table
| Step | What Happens | Why It Matters |
|---|---|---|
| 1 | A refund is processed in BigCommerce. | Automatically starts the workflow without any manual effort. |
| 2 | The customer is tagged in ActiveCampaign with a refund-related tag. | Keeps your customer records organized and makes it easy to identify refunded orders. |
| 3 | A webhook is triggered from ActiveCampaign. | Seamlessly connects the refund event to your D7 WhatsApp API for real-time messaging. |
| 4 | A WhatsApp message is sent: “Your refund for {{order_id}} has been processed.” | Instantly reassures the customer that their money is on its way and builds trust. |
| 5 | The customer sees the update directly in WhatsApp. | Uses a familiar channel they check often, reducing questions and support tickets. |
| 6 | A follow-up feedback request is sent after the refund message. | Turns a refund into an opportunity to learn and improve your service. |
| 7 | Feedback responses can be reviewed in your systems. | Helps you understand pain points in the purchasing and refund experience. |
| 8 | Insights from feedback inform changes to boost satisfaction. | Over time, better experiences lead to higher loyalty and repeat purchases. |
Whatsapp Message Variations
Original:
Your refund for {{order_id}} has been processed.
Improved WhatsApp-template-friendly versions:
- Hi {{name}}, your refund for order {{order_id}} has been processed. Thank you for shopping with us.
- Good news! Your refund for order {{order_id}} has been successfully processed. You will see it reflected shortly.
- Your refund for order {{order_id}} is complete. If you have any questions, just reply to this message.
Who This Workflow is For
This workflow is ideal for:
- BigCommerce stores that want to keep customers informed at every step, including refunds.
- Ecommerce brands with frequent returns or exchanges , such as fashion, footwear, and accessories.
- Electronics and gadget retailers that handle higher-ticket orders where refund clarity is critical.
- Health, beauty, and wellness stores that want to protect brand trust even when an order doesn’t work out.
- Subscription and D2C brands using BigCommerce that need structured refund tracking and customer feedback loops.
Any business that issues refunds and wants to turn those moments into a chance to improve customer satisfaction will benefit from this automation.
Integrate Now
Activate this BigCommerce – Refund Processed workflow today