Refund Recovery
When a refund is issued, acknowledge it on WhatsApp, offer credit toward the next order, and tag what went wrong.
Acknowledge first, sell later
Your refund for #4977 is processed — it should land in 3 to 5 days.
Sorry the fit was off. Here is 100 EGP credit when you want to try the next size, no rush.
appreciate that, will use it
Why run the refund recovery flow?
The refunded customer did not necessarily decide to leave. They had a problem you did not solve in time. The flow acknowledges the refund in plain language, offers a credit toward the next purchase, asks what went wrong, and routes complex cases to a person. Reason tags let your team see the patterns: sizing, shipping lanes, batch defects.
The relationship survives
A refund handled plainly, without an upsell attached to it, is the reason a customer comes back at all.
Credit beats a discount
Store credit gives the customer a reason to return without discounting the product that failed them.
Patterns become visible
Reason tags stack up until the sizing, shipping or batch problem behind the refunds is impossible to miss.
How it's wired
This is the flow as it appears in the Nonito builder. Every node here is a real node you can drag, configure and change — nothing about this diagram is decorative.
How does this flow work?
- 1A refund is issued on the order and the flow fires.
- 2A WhatsApp message confirms the refund in plain language, with the expected timing and no upsell.
- 3Store credit is generated toward a future order.
- 4A Filter node routes on the refund reason recorded against the order.
- 5Sizing issues get a size guide with the credit; quality issues route into a human inbox instead.
Who should use this flow?
Any brand with material refund volume. Strong fit for fashion sizing and electronics.
Questions about this flow
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 the refund reason on the order plus anything the customer tells you in the reply, so the tag reflects the real cause rather than the checkbox.