When an order is refunded in Lightfunnels, send WhatsApp notification to customer
When an order is refunded in Lightfunnels, this workflow sends the customer a WhatsApp text through the WhatsApp Cloud API with the refund details you choose, delivered when WhatsApp’s 24-hour rule allows it.
Lightfunnels
WhatsApp Cloud API2 steps Setup ~5 min Used on 343 sites Free to import
What this workflow does
A refund is a moment when customers want to hear from you. Lightfunnels records the refund, but telling the buyer is often left to an email they may not read. This workflow sends them a WhatsApp message instead.
The Lightfunnels trigger fires when an order is refunded. FlowMattic receives the order data and passes it to the WhatsApp Cloud API step, which sends a text from your WhatsApp business number. You map the customer's phone number as the recipient and write the message with order details, such as the order number.
There is a WhatsApp limit to plan for. Free-form text only reaches someone who has messaged your business number within the last 24 hours. Most refunded customers won't have, so this message usually won't be delivered as built. For reliable delivery, switch to the Send Template Message action with a refund template WhatsApp has approved.
Customers who chat with support first
A buyer messages your WhatsApp support number asking for a refund. You process it in Lightfunnels and the confirmation arrives in the same chat while the window is open.
Refund confirmations with a template
Switch the step to an approved template and every refunded customer gets a WhatsApp confirmation with their order number, whether or not they wrote to you first.
Shops that sell through WhatsApp chats
Your buyers often order or ask questions over WhatsApp. When one of them gets a refund soon after a chat, the confirmation lands in that same conversation.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
Lightfunnels Order RefundedFires when an order is refunded in Lightfunnels. The order data, including the customer details Lightfunnels holds, is passed on for the WhatsApp message.
- WhatsApp Cloud API Send Text Message
Sends a free-form WhatsApp text from your business number to the customer phone you map. It is delivered only if the customer messaged you in the past 24 hours.
What you need
- FlowMatticCore
- Lightfunnels AccountAccount
- WhatsApp Cloud API AccountAccount
After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.
Make it yours
Changes worth making after you import it.
- Replace this step with WhatsApp Cloud API Send Template Message and an approved template, so refunded customers who never messaged you still get the text.
- Phone numbers must be in international format for WhatsApp. Check a test refund in Task History to see the format Lightfunnels sends.
- Add a Filter that continues only when the customer phone is not empty, so orders without a number don't produce a failed run.
Questions about this workflow
Will every refunded Lightfunnels customer get the WhatsApp message?
Not with free-form text. WhatsApp only lets it through when the customer has written to your business number in the last 24 hours. An approved template message reaches refunded customers regardless of that window.
Does it cover partial refunds?
It runs on the Lightfunnels Order Refunded event. Process a partial refund on a test order after import and check Task History to see whether it fires and what amount it carries.
Which phone number does the Lightfunnels refund message go to?
From the Lightfunnels order data, if the customer gave one at checkout. Map it into the recipient of the WhatsApp step.
Do I need a WhatsApp Business account for this?
You need a business number set up with the WhatsApp Cloud API and connected to FlowMattic. The messages are sent from that number.
More Communication workflows
Other ready-to-import templates from the same category.
Import this workflow into your WordPress site
Download the JSON, import it from the Workflows screen and connect your accounts. Every run stays on your server, with no per-task fees.
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