Help CenterHelp Center / WhatsApp and notifications · Concept
How a customer orders from your catalogue inside WhatsApp, and what reaches your panel.
With the WhatsApp store, customers browse your catalogue and order without leaving the chat. The conversation is run by your WhatsApp provider; your shop answers its questions and receives the order.
The chat, the catalogue view, the cart and the questions asked belong to your provider. Ask your provider to change their wording or order. Products, prices, delivery rules, coupons and order handling come from your shop.
Your shop answers the requests the integration sends. It does not control what the chat asks.
| Request | What your shop does |
|---|---|
| A new cart | Adds the customer if the phone number is new, and saves the cart as an order in the Incomplete Order status |
| A delivery location | Checks it against your delivery area or shipping zones. Answers whether it can be served, the delivery charge, and whether express delivery is available |
| Delivery slots | Lists the slots for the customer's area and saves the chosen one |
| A coupon code | Answers with the new total and the saving, or the reason it is refused |
| A comment | Saves it on the order |
| Order completed | Runs the checks below and places the order |
| An order summary, or past orders | Answers with that order, or the orders of that phone number |
The payment is recorded as cash on delivery unless the integration reports card on delivery or an online payment. An order reported as paid online is recorded as paid in full. Your shop does not check that payment.
The placed order arrives in Orders like any other, and your new-order alerts go out. With Enable Auto Order Accept? on, it is accepted at once. As you work the order, the customer receives your WhatsApp updates. See When WhatsApp order updates are sent.
To list these orders, choose WhatsApp under Order Source in the Order Report.
When a check fails, your shop answers with the reason. The order is not placed and stays in Incomplete Order.
New WhatsApp orders are refused with "This shop is temporarily unavailable and is not taking new orders." when:
While your shop holds demo data, an order reported as paid online is refused. Cash on delivery orders still work.