WhatsApp Ordering questions and answers

Restaurants, cafés, bakeries, home kitchens, florists, gift sellers and businesses with straightforward fixed-price products. It is suited to pickup and merchant-managed delivery; specialised stock, logistics or pricing workflows require separate assessment.

Yes. A basic keyword can send a menu or a link. Ordering guides the customer through outlet selection, fulfilment, details, products, quantities, options and confirmation, then saves an order for merchant approval and updates.

Yes. One shop profile can serve several outlets, each with its own settings. Your quoted Ordering subscription includes one outlet; additional outlets can be added to your subscription. Increasing the allowance does not create outlets automatically.

Yes. Share one menu for common pricing, or duplicate it for independent edits. Existing image files are referenced within your account rather than copied when menus/outlets are duplicated.

No. The catalogue uses category and text item lists, with ten items per page. A product picture appears when that product is selected. The shop can also greet customers with an optional logo.

Yes. BACK, cart inspection and removal controls help customers review and edit an incomplete order. Confirmed-order changes should be discussed with the outlet. One order cannot combine products from different outlets.

Normally no. The system uses your WhatsApp sender phone when available. The customer still supplies their full name. If the channel cannot resolve a usable number, a manual phone step is shown; a PHONE option allows an alternative contact.

Pay on pickup is available for pickup orders only. An outlet can also offer a merchant-uploaded static DuitNow QR. Delivery orders require QR currently. QR payment is requested after merchant acceptance.

No. The customer uploads a receipt through a private browser order link. Staff must verify actual bank funds and mark payment verified. QR orders cannot enter preparation until payment is verified. Refunds remain manual.

Choose email, WhatsApp or both for each outlet. Review and act from the dashboard, a private mobile link, or authorised WhatsApp commands. Declines/cancellations require a reason and send the customer an update with outlet contact instructions.

Meta and Personal WhatsApp are supported through the same Ordering engine. Use your own eligible number/device. Meta merchant alerts and customer updates outside the service window require configured approved templates. Channel eligibility and limits depend on the base platform plan.

Ordering uses one platform credit for each processed inbound WhatsApp message and one for each outbound WhatsApp message, including merchant alerts and customer updates. Unmatched inbound messages have no Ordering charge. Emails, account preview and browser actions use no Ordering message credits; resulting WhatsApp messages are charged.

Allow about 25–35 credits for a simple one- or two-product order as a planning guide. A specific one-outlet pickup example uses 24 credits for one product or 28 for two different products, including five dashboard-triggered customer updates and one merchant WhatsApp alert. Extra browsing, modifiers and WhatsApp merchant commands increase usage. See the costing page for assumptions.

The service reserves a WhatsApp credit immediately before sending. A definitive failure refunds any reservation once. An uncertain submission retains the reservation because delivery may have occurred; it is not automatically resent. Duplicate provider message IDs are handled idempotently.

No. WebWMS2U subscriptions and platform credits are separate from applicable Meta charges. Check the current Meta rate schedule for your message categories and recipient markets; no fixed Meta rate is promised here.

Ordering is an annual add-on including one outlet, with a lower annual fee for additional outlets. It requires a compatible base WebWMS2U subscription. Confirm the displayed launch rates and selected services in your quotation.

Yes. View creation-period/current-status order statistics over seven days, a month or a year, export CSV and use browser Print/Save as PDF. The order list supports name, phone/reference and status search. Notification logs also support filters, pagination, sorting and CSV.

Completed, cancelled and rejected orders can be archived and restored. Archived orders remain in reports and still occupy storage. Archiving keeps your records available; contact support to discuss any permanent removal and retention needs.

Product images and uploaded QR receipts usually matter more than basic order fields. A starting storage arrangement of 2 GB per account, plus 0.5 GB per extra outlet, is available subject to quotation, with optional expansion as your records grow. Use compressed images; there is no built-in automatic resizing yet.

POS integration is deferred until the core ordering system is stable. Future adapters will use a common order schema and mappings for individual POS APIs. Compatibility is assessed separately; universal POS support is not promised.

No. Ordering and Booking are separate modules and must be individually activated. The current Booking module is Meta-only. Ordering works with both supported WhatsApp channels.

Contact us to arrange activation and setup. Test your customer journey, channel, Meta templates where needed and merchant notifications before accepting live orders. A general platform trial does not automatically activate Ordering.