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Commerce depends on verified business-system interfaces.

Shopify, WooCommerce, and Razorpay payment links are available. Confirm credentials, event ownership, and asset configuration for the workspace.

WhatsApp commerce

Make the conversation aware of the commerce state.

WhatsApp can support product discovery, catalogue messages, checkout links, order updates, COD confirmation, returns, and human support. The reliable version reads from authoritative systems and stops when the order or consent state changes.

In one line

WhatsApp commerce is a connected customer journey, not only a catalogue card. Product, cart, order, payment, consent, and support states need explicit owners and tested transitions.

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The problem

A chat interface cannot repair an unreliable commerce event.

If stock, cart, payment, or fulfilment state is stale, a polished message can still mislead the customer. Define the authoritative source and the owner of every transition before automating the channel.

  • Catalogue and stock data can drift from the shop system.
  • Payment links and success events require verified provider handling.
  • Order updates must be idempotent and tied to one order state.
  • A support reply needs the product and order context that caused it.

Product and catalogue messages.

WhatsApp supports commerce message formats where the business's Meta assets and catalogue are configured. Use structured choices for category and variant selection, and send unknown fit, compatibility, or policy questions to a person.

Checkout and payment handoff.

A workflow can present a verified checkout or Razorpay payment link and wait for an authoritative success or failure event. Do not mark an order paid because the customer clicked a link or said payment was complete.

Order and delivery communication.

Use approved templates for expected transaction updates outside the service window. Deduplicate each event, keep the order reference attached, and route unexpected replies to a team member who can see the current state.

Recovery and re-engagement are different purposes.

An active cart, an existing order, and a future promotion have different customer expectations. Store purpose-specific consent, cap frequency across journeys, and stop on purchase, cancellation, opt-out, or unsafe quality.

Returns and service recovery.

Collect the order, item, issue, evidence type, and requested outcome. The deterministic flow can organise the intake, while a person owns exceptions, policy judgement, refunds, and customer recovery.

FAQ

Questions worth answering.

It is the use of WhatsApp across product discovery, catalogue or product messages, checkout or payment handoff, order communication, returns, and customer support, with connected commerce state behind the conversation.

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