Returns that keep the sale. Sorted in two taps on WhatsApp.

When an order is delivered, or a customer asks to send something back, open a one-screen WhatsApp Flow. An exchange or store credit is arranged in the same chat, and a refund starts without an email chain.

Get started free Try a live Flow on WhatsApp (opens in a new tab)
Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
A delivered order, a QR code or a question
Channel
WhatsApp, with each answer in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the shopper.

Maya’s order has arrived and the trainers don’t fit, or she asks how to send them back. Each step shows what she sees on WhatsApp and what lands on her HubSpot record, from the delivery message to the label. Your answers in the Flow decide which way the branch goes.

Flo pointing along one of three signpost arrows, the way the branch sends each return down one path
Returns & ExchangesStep 1 of 5
  1. Where Maya comes from

  4. Yes, 60 or more: an exchange or credit

    No, under 60: a refund

  5. Keep: return_exchange and the label

    Refund: return_refund and the label

Acme OutdoorBusiness account
Sample data

Today

Maya Collins+44 7700 900417
Sample data

Properties

return_trigger
order_deliveredA day after delivery
return_reason
No value
return_outcome
No value
return_note
No value
return_score
No value
return_status
none
hubspot_owner_id
No value

Activity

    2 of 7 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The returns and exchanges blueprint.

    A delivery message with a one-screen Flow, then one branch: an exchange or store credit keeps the order value with you, and a refund goes through without a chase. You build it in a HubSpot workflow, from Flowella’s triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerorder_status is delivered

      Your store writes the order and its status to HubSpot. A question in the chat enrols too.

      The order comes from your store

      Your store writes the order number and delivery status to the contact. The template sends what is there.

    2. Delay1 day

      Long enough to open the parcel and try it on.

    3. Send WhatsApp TemplateThe delivery message

      delivery_check, with the order number and the Flow button “Start a return”.

    4. Delay until event happensForm Completed, up to 28 days

      The answers land as return_reason, return_outcome and return_note.

      No answer by the end of your returns window: the workflow ends.

      One ask, no chasing

      The delivery message is the only prompt. Nobody is reminded to send something back.

    5. BranchIs return_score 60 or more?

      An exchange or store credit scores 60. A refund scores 0.

      Offer the swap first

      Exchange and store credit sit above refund, but a refund is always one tap away.

    6. Yes
      Edit recordMark the exchange

      return_status becomes exchange_started, for your store to act on

      Send WhatsApp TemplateThe exchange

      return_exchange, with the link to your own returns page

      GoalSale kept

      The exchange or credit goes out when the parcel is scanned

      No
      Edit recordMark the refund

      return_status becomes refund_started, for your store to act on

      Send WhatsApp TemplateThe refund

      return_refund, with the link to your own returns page

      Create taskFaulty items get a person

      A task for support when the reason is faulty or damaged

      GoalRefunded, without a chase

      The refund follows the parcel, and the reason is on the record

      Hand over through your API

      A Send a webhook step can pass the return to your store or returns system, which issues the label.

      Faulty means a person

      A faulty item is a complaint as well as a return, so support sees it the same day.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that keeps the sale.

    Three WhatsApp templates and the Flow they open carry the return. The order details come from your store through the HubSpot record, and the label comes from your own returns page.

    Show the messages as

    • delivery_checkUtilityEnglish (UK)Sample data

      Sends a day after order_status is delivered, or straight back to a question

      Your order has arrivedHi {{first_name}}, your order {{order_number}} was delivered on {{delivered_date_text}}. We hope it’s right. If anything needs to go back, start a return here in two taps.Start a return
      Your order has arrivedHi Maya, your order 1042 was delivered on 12 November. We hope it’s right. If anything needs to go back, start a return here in two taps.Start a return

      A delivery update first, with the way back one tap away.

    • return_requestWhatsApp Flow1 screenSample data

      Opens from the message’s button, synced from your HubSpot form

      The Flow, Start a return: why are you returning it (wrong size or fit, changed my mind, faulty or damaged), what would you like (an exchange, store credit, a refund) and an optional question, anything else we should know.

      Maya’s Flow, with wrong size or fit and an exchange chosen, and the optional question left blank.

      The reason as one tap, the outcome as another, a note if they want.

    • return_exchangeUtilityEnglish (UK)Sample data

      Sends when return_score is 60 or more

      Your exchange is under wayThanks, {{first_name}}. We’ve set up your return for order {{order_number}}. Print your label or get a QR code on the page below, and we’ll send your exchange or credit as soon as the parcel is scanned.Get my label
      Your exchange is under wayThanks, Maya. We’ve set up your return for order 1042. Print your label or get a QR code on the page below, and we’ll send your exchange or credit as soon as the parcel is scanned.Get my label

      The label and the next step in one message, with the sale kept.

    • return_refundUtilityEnglish (UK)Sample data

      Sends when return_score is under 60

      Your refund is on its wayThanks, {{first_name}}. We’ve set up your return for order {{order_number}}. Print your label or get a QR code on the page below, and we’ll refund you once the parcel reaches us.Get my label
      Your refund is on its wayThanks, Maya. We’ve set up your return for order 1042. Print your label or get a QR code on the page below, and we’ll refund you once the parcel reaches us.Get my label

      A clear refund path, with no form to hunt for and no email to chase.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five things a return tells you.

    The play captures all five. The answers land in custom properties the play creates, next to Flowella’s own events, so a workflow can read them.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalRefundSale keptLands in HubSpot as
    Why it is coming backA reason on the record shows which products run small and which arrive damaged. Changed my mind Wrong size or fit return_reason
    What they want nextAn exchange or credit keeps the order value. A refund ends it cleanly. A refund An exchange return_outcome
    How fast they open itFlowella logs how long the delivery message took to read. Minutes beat days. Read days later Read in minutes timeToReadSecondsOn the Message read event
    Whether they finishOnly a finished Flow fires Form Completed. Most orders never start one, which is the point. Opened, then left Every question done Form CompletedThe Flowella trigger
    What they tell youA size or a fault in their own words, before it becomes a review. Left blank A size or a fault return_note

    Why WhatsApp returns work.

    A return is the moment a shopper decides whether to buy from you again. Two taps, a clear next step and a swap offered first turn a refund request into a second chance.

    • Why speed matters

      A shopper with the wrong size wants the right one this week. A return started in the chat the day the parcel lands, with the label a tap away, is easier to turn into an exchange than a form filled in a fortnight later.

    • How to enhance it

      Add a Send a webhook step that passes each return to your store or returns system, so the label is issued for the right items. Offer a bonus on store credit, and ask what size they need when the reason is fit.

    • Gotchas

      Keep your returns policy and the label on your own page. Never make a refund harder to choose than an exchange, send faulty items to a person, and skip orders outside your returns window.

    The point: make the return easy, and the swap easier.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Returns & Exchanges is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    The cover of The HubSpot + WhatsApp Playbook, Vol. 01.

    Page 1 of 3The cover

    Browse playbooks by what you do.

    Every play is a working blueprint. These six sit closest to returns and exchanges.

    Browse all playbooks

    This play is filed under Support Customer success Keep customers Ecommerce

    • Order & Shipping Updates

      Cut “where is my order?” tickets with WhatsApp order confirmations, dispatch updates, delivery branches, delay recovery, and review prompts.

      • Support
      • Customer success

    • Abandoned Cart Recovery

      Recover abandoned carts with WhatsApp reminders, purchase-status exits, support-first rescue, and controlled incentives.

      • Marketing
      • Customer success

    • Smart Review Triage

      Check in privately on WhatsApp first, invite a public review while the goodwill is fresh, and give unhappy customers a manager first, with the review link still open to them.

      • Marketing
      • Support

    • NPS / CSAT

      Collect two-tap CSAT or NPS answers on WhatsApp, thank happy customers, and route every unhappy one to a person and a HubSpot ticket.

      • Support
      • Customer success

    • Refer-a-Friend

      Turn happy customers into tracked referrals with WhatsApp invites, unique links, friend signup checks, thank-you messages, and two-sided rewards.

      • Marketing
      • Customer success

    • Re-engagement

      Wake dormant contacts with a WhatsApp preference prompt, branch interest, snooze, and opt-out paths, and clean HubSpot automatically.

      • Marketing
      • Customer success
    Flo jumping for joy with her fist in the air and a phone in her hand

    Turn your next return into an exchange.

    Give shoppers a two-tap return in the chat, with the swap offered first and the refund never hidden. Start free today, or book a 30-minute demo and we’ll map this play to your store.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo