Confirm the event source before designing the message.
Shopify, WooCommerce, Razorpay, and Shiprocket have dedicated integration pages. Current Shopify and WooCommerce connectors do not expose an abandoned-cart event. Confirm the source and suppression owner before designing a recovery message.
Help customers with product questions, order status, and delivery updates on WhatsApp. Use information from your connected store and pass questions that need a decision to your team.
In one line
A reliable ecommerce WhatsApp operating plan has an authoritative event source, an eligible recipient, a clear purpose, explicit suppression rules, and a human path for questions or exceptions. Where a current connector cannot supply or cancel a step, keep that control in the commerce system instead of implying Waaru owns it.
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This operating plan shows the checks a business needs before one recovery message and the handoff that follows a reply. It is a design reference, not a claim that the current Shopify or WooCommerce connector supplies cart events or cancels an admitted send.
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Operating boundary
For each journey, write down which system owns the fact, what Waaru may do with it, and which event must stop or redirect the path.
Use a connected WhatsApp number, purpose-specific consent, approved teammate access, and the minimum provider permissions needed for the action.
Supported commerce records can include orders, customers, products, availability, fulfilment, shipment, and payment context. The dedicated integration page is the current boundary for each provider.
Logic Flow can update its own contact and conversation state. A Razorpay Payment Link is created through a separate authenticated connected-app action, and the current Shopify and WooCommerce connectors do not expose store writes.
A verified provider event starts an independent Automation run. It cannot cancel an existing Logic Flow or Broadcast. Deduplicate events and recheck commerce state before admitting a later message rather than describing the event as a mid-flow stop.
Test the same order purchasing, cancelling, refunding, opting out, replying, or arriving twice while a message is waiting. Confirm what staff see when the provider is unavailable.
Do not infer stock, fit, return eligibility, payment success, or delivery status from an old message. Shopify and WooCommerce do not currently supply Waaru with an abandoned-cart trigger, and no provider event retroactively stops an admitted Broadcast.
A failed action or unknown product question should retain the order reference, attempted step, and provider response for a human owner in the shared inbox.
The problem
A cart can convert before a reminder sends. A COD order can be cancelled while a confirmation waits. A return request can reach support without an order identifier. The customer experiences every mismatch as carelessness, even when each underlying tool behaved as configured.
Discovery
Buttons, lists, and product messages can collect category, size, use, or budget intent. Keep price, stock, compatibility, delivery promise, and policy answers tied to a reviewed source. When the source does not answer the question or judgement is required, move the thread to a person with the selected product context attached.
Cart recovery
Baymard's US survey found that 42 percent of recent cart abandoners were only browsing or not ready to buy. That result should not be applied as an India or Southeast Asia conversion benchmark, but it exposes an important operating truth: cart creation alone does not prove intent.
Current Shopify and WooCommerce connections do not expose an abandoned-cart event to Waaru. Use this as operating guidance only when another verified system supplies the candidate and owns suppression for purchase, reply, opt-out, stale cart, cancellation, or frequency. Recheck those conditions before a message is admitted; a later provider event cannot cancel an already admitted Broadcast. Review the full abandoned-cart operating guide before choosing cadence.
Operator worksheet
A recovery message should not be admitted because a cart once existed. The team needs a written decision record that names the candidate source, the state checked immediately before admission, and the system responsible for each exclusion. Where Waaru cannot supply or cancel a step, leave that responsibility with the commerce system and make it visible to the operator.
Cash on delivery
Show the order reference and offer clear actions: confirm, request a change, cancel, or contact support. Keep an optional prepaid payment path separate from the confirmation purpose. The current Shopify and WooCommerce connectors do not write the order, so staff or an external commerce process must update the authoritative system. Never auto-cancel from an ambiguous reply, missing message, or unverified delivery state.
Fulfilment
Order confirmation, fulfilment, shipment, out-for-delivery, delivery, cancellation, and refund notices should be triggered by the provider that owns that state. Include the order reference and a concise next action. Use an idempotency key for every retry so one provider event cannot create several customer messages. For shipment context, review the current Shiprocket integration boundary rather than copying a courier status into a manual list.
After purchase
Collect the order, item, issue type, and preferred resolution, then route the conversation to the team inbox. The support owner should see previous messages, structured answers, payment context, and the provider action that failed. A customer should not have to repeat the order number because the workflow changed channels internally.
Operations
Review eligible events, suppressed messages, delivered messages, replies, purchases, cancellations, opt-outs, duplicate events, stale-state stops, and time to human acceptance. Revenue attribution needs a defined window and the commerce system's order data. Report it separately from message delivery so a sent template is never mistaken for a recovered order.
Yes. Use the Shopify integration page to review the current order, customer, product, availability, fulfilment, event, setup, and exclusion boundaries before designing a workflow.
Not directly from the current Shopify or WooCommerce connectors, because they do not expose an abandoned-cart event to Waaru. An external verified system may supply an eligible audience, but it must also own purchase, stale-cart, opt-out, and frequency suppression before each send.
Yes. A structured message can collect confirm, change, cancel, or help. The business should update the authoritative order system through a supported path and avoid automatic cancellation from an ambiguous state.
The connected Razorpay action can create a hosted Payment Link for authorised staff. It is not a Logic Flow write. Verify the merchant, amount, reference, expiry, webhook event, and unpaid or failed path before launch.
WhatsApp supports product and catalogue message types when the required Meta business assets and catalogue are configured. Confirm the catalogue source, permissions, and sync path for the workspace.
Define the eligible audience and attribution window first. Then separate messages sent, replies, purchases, opt-outs, and stale-state stops. Compare against the brand's own baseline instead of a generic recovery-rate promise.
Research notes
The commerce research explains shopper behaviour, not Waaru performance. Provider and store data remain the authority for each customer's actual order state.
WhatsApp's Business Messaging Policy governs message purpose, user control, acceptable business use, and opt-out handling.
WhatsApp Business Messaging Policy · Accessed 20 August 2026
Baymard's 2025 US research found that 42 percent of recent cart abandoners said they were only browsing or not ready to buy, showing why not every cart is recoverable.
Baymard Institute · Accessed 20 August 2026
Measure customer outcomes
Separate a sent reply from a completed customer task.
Shopify integration
Review records, events, setup, and current exclusions.
WooCommerce integration
Map the store source and failure path before publishing.
D2C payments with Razorpay
Design an assisted payment path with verified events.
Shiprocket integration
Review shipment, serviceability, and NDR boundaries.
Broadcast controls
Human handoff
Map one commerce event before designing the full lifecycle.
Bring the current store, payment, fulfilment, consent, and support path. We will identify the first state-safe workflow to publish.
