insideDM

Refunds and returns

3 min readUpdated 9 Oct 2026

In short

Your agent never issues a refund. It starts a return in the customer’s chat and brings it to you, or hands the chat to you. To refund, open the order in Sell › Orders, choose how much to give back and confirm with the six-digit code insideDM sends you — the order then shows as Refunded.

Where it isSellOrders

Taking a payment is something a customer agrees to in the moment. Giving money back is a judgement about your policy and your customer, so it’s always yours to make. There is no way for your agent to refund anyone.

What your agent does

  • Explains your policy. If you’ve added your return and refund policy to what your agent knows, it answers from that. See Teach your agent about your shop.
  • Starts a return in the chat. For an order marked delivered, it asks which items and why, starts the return and brings it to you.
WhatsAppWhatsApp
My watch arrived with a scratched strap, can I return it?
Your agent
So sorry about that! I’ve started a return for your watch, order #218 — the next steps are right here in the chat.
  • Brings the chat to you when it can’t help. It can’t issue a refund, book a return pickup or move money back.

Review a return

  1. Go to AI Studio › Overview. The return waits for you in Needs you.
  2. Open it to see the order, the items and the customer’s reason, then accept or decline the return. The order in Sell › Orders shows that a return has started.
  3. Reply to the customer, and book the pickup in Shiprocket or with your courier — insideDM doesn’t create shipments or returns.

Refund an order

  1. Go to Sell › Orders and open the order.
  2. Choose to refund it, and how much — all of it or part.
  3. In Confirm it’s you, enter the Six-digit code insideDM sends to your WhatsApp or email, and click Confirm. Nothing changes until you confirm.

The money goes back through the gateway the customer paid with. The order’s payment then reads Refunded in full or Partly refunded, the amount appears in its Refunded column, and its History shows Refund issued. Tell the customer in the chat.

Cancel an order

Open the order, click Cancel order under Next step, then Cancel order again in Cancel this order? Cancelling doesn’t refund a payment — if the customer paid, refund the order too. A cancellation is never sent automatically, so tell the customer why in the chat.

For bookings, cancelling a paid booking doesn’t refund it either; the message to the customer says you’ll be in touch.

If something’s not right

  • “That code expired” — codes last five minutes. Click Send a new code.
  • “Choose where your codes go first” — click Set up codes and choose WhatsApp or email.
  • You want every refund, return and complaint to come straight to you. Pause your Support & Resolution agent — see Keep some topics for yourself.