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Receiving Orders

What is an order?​

When a customer browses your products in WhatsApp, they can add items to a cart and send it to you. That cart arrives as an order.

An order is just a message from the customer saying "I want these things, in these quantities". It is not a payment, and it is not a commitment - think of it as an enquiry with the items already filled in.

You will see the cart in the chat, and the order itself under Commerce → Orders.

How to use it​

Where orders appear​

  • In the inbox - the cart shows in the conversation, so whoever is handling that customer sees it in context.
  • In Commerce → Orders - every order in one list, with the customer, the items, the total, and its status.

Open an order to see the full item list, the quantities, and which products they map to in your catalog.

Working an order​

A typical order goes:

  1. The cart arrives. The customer has sent their items.
  2. You check it. Confirm stock, delivery, anything you need to ask.
  3. You ask for payment. Either with an Order details message inside WhatsApp, which the customer pays with a Review and Pay button, or however you normally take payment.
  4. You keep them posted. Send an order status update when you confirm, ship, or cancel.

Statuses move forward as you work the order, so the list tells you what still needs attention.

The dashboard​

Commerce → Dashboard shows orders and revenue over time, so you can see whether this is working without counting rows by hand.

Tips & best practices​

  • Reply quickly. A cart is a customer with their hand up. The conversation is already open - use it.
  • Confirm before you charge. Check stock and delivery first; it is far easier than refunding.
  • Let a flow do the first reply. An instant "Thanks, we've got your order" buys you time. See Commerce in Flows.
  • Watch for items you cannot fulfil. Customers can order things your catalog still lists but you no longer stock.

Frequently asked questions​

Does an order mean the customer has paid?​

No. An order is a cart the customer sent you. Payment is a separate step - see Payments & Order Status.

Can a customer change their order after sending it?​

Not by editing the cart. They would send a new one, or tell you in the chat. Agree the final list in conversation before taking payment.

What if a product on the order is not in my catalog any more?​

The order still records what they chose. It may not match a current product, so check the item list before confirming.

Can I create an order myself?​

No. Orders come from a customer sending a cart. If you want someone to pay for something specific, send them an Order details message instead.

Who in my team can see orders?​

Anyone who can see the Commerce section. Inbox visibility rules still control which conversations an agent can open - see Roles & Permissions.