Configure return and exchange messages

Map approval, pickup, refund and replacement events to your approved Utility templates.

1
Create and submit a Utility template
Open Message templates → Return & exchange messages. Use Create and submit a template, then wait for Meta approval and refresh the library. Only approved Utility templates compatible with the supported values can be selected. Approval is separate from choosing a trigger.
Open this screen
2
Choose the event and request type
Choose the actual event from the list, then all requests or the specific refund/exchange type. A specific rule overrides the general rule; mixed requests use the general rule. Configure only events you intend to notify customers about.
Choose the return event, request type and approved Utility template. Arabic interface shown; use the corresponding labels in your chosen language. Your available options and saved values may differ. Open the image to enlarge.
3
Review variables and save
Select the template and language, map the required values and read the customer preview. Enable the rule for future events, then save. Missing required data or a changed template can block sending. Tracking values must be recorded on the case before they can be used.
4
Keep existing behavior in mind
Events without a saved rule keep their current behavior, including existing managed integrations. Standard updates may still send within the active WhatsApp window. Saving never resends past events. Review a controlled case and its message log before rolling out new rules.

Map approval, pickup, refund and replacement events to your approved Utility templates.

Create and submit a Utility template

Open Message templates → Return & exchange messages. Use Create and submit a template, then wait for Meta approval and refresh the library. Only approved Utility templates compatible with the supported values can be selected. Approval is separate from choosing a trigger.

Open this screen

Choose the event and request type

Choose the actual event from the list, then all requests or the specific refund/exchange type. A specific rule overrides the general rule; mixed requests use the general rule. Configure only events you intend to notify customers about.

Choose the return event, request type and approved Utility template. Arabic interface shown; use the corresponding labels in your chosen language. Your available options and saved values may differ. Open the image to enlarge.

Review variables and save

Select the template and language, map the required values and read the customer preview. Enable the rule for future events, then save. Missing required data or a changed template can block sending. Tracking values must be recorded on the case before they can be used.

Keep existing behavior in mind

Events without a saved rule keep their current behavior, including existing managed integrations. Standard updates may still send within the active WhatsApp window. Saving never resends past events. Review a controlled case and its message log before rolling out new rules.