WhatsApp Commerce
Can customers order through WhatsApp?
Summary
ShopIQ supports WhatsApp commerce workflows where customers may discover products, browse catalog information, ask questions, and continue buying journeys through WhatsApp where configured. Merchants should ensure that product, checkout, payment, order, and fulfillment workflows are properly set up before selling through WhatsApp.
Who this is for: Merchants who want customers to interact with their business or buying journey through WhatsApp.
Can customers order through WhatsApp?
ShopIQ supports WhatsApp commerce workflows that can help customers interact with a merchant's products and business through WhatsApp where configured. Depending on the merchant's setup, customers may be able to discover products, browse catalog information, ask product questions, receive product links, continue to checkout, place order inquiries, and receive order-related communication.
Is WhatsApp ordering the same as website checkout?
Not always. Website checkout is the structured ecommerce checkout experience where customers add products to cart, provide shipping details, select payment options, and complete the order. WhatsApp commerce may support discovery, inquiry, conversation, catalog browsing, or assisted buying experiences.
Merchants should clearly define whether customers are completing checkout on the website, through a WhatsApp-assisted flow, or through a manual order process.
Can customers browse my catalog on WhatsApp?
ShopIQ supports WhatsApp commerce workflows and catalog-related experiences where configured. Customers may be able to browse product information or receive catalog links through WhatsApp depending on the merchant setup. Merchants should ensure that catalog data, product images, prices, availability, and descriptions are accurate before sharing with customers.
Can customers ask product questions on WhatsApp?
Yes. WhatsApp is commonly used for product questions. Customers may ask about price, size, color, availability, material, delivery time, return policy, payment options, customization, bulk pricing, and product recommendations. Merchants should respond accurately and clearly.
Can customers receive product links on WhatsApp?
Yes. Merchants can use WhatsApp to share product links, catalog links, collection links, or website links with customers. This is useful for converting WhatsApp inquiries into structured website visits and orders.
Can customers pay through WhatsApp?
Payment experience depends on the merchant's configured payment workflow. ShopIQ supports payment gateway integrations where available. Payments are processed by the merchant's connected payment gateway. ShopIQ does not collect payments on behalf of merchants and does not act as the seller of record.
Can B2B buyers use WhatsApp?
Yes, WhatsApp can support B2B communication where configured. Many B2B buyers prefer to discuss product availability, pricing, bulk quantities, quotes, purchase orders, and delivery timelines through conversation. ShopIQ also supports B2B workflows such as quote requests, quote management, purchase order management, deal negotiation, and order review.
Who fulfills WhatsApp orders?
The merchant is responsible for fulfilling all orders. ShopIQ does not hold inventory, pack products, ship products, fulfill orders, process returns, or act as the seller. The merchant remains responsible for inventory, packaging, shipping, returns, exchanges, customer support, taxes, compliance, product quality, and refund policies.
Important things to know
Merchants should communicate clearly with customers about pricing, shipping, payment, cancellation, returns, and delivery expectations. WhatsApp can make selling easier, but the merchant remains responsible for accurate communication and order fulfillment.