Handle orders from WhatsApp

When a customer sends their WhatsApp cart, it becomes an order straight away:

• An order card appears in the conversation with a short reference (for example K7Q2M9), the items and the total.
• The order is listed under Commerce → Orders and in the customer's panel in the inbox.
• If Confirm the order on WhatsApp is on (Commerce → Settings), the customer gets an automatic reply with the reference, items and total.

Update an order

1. Open the order from the card in the chat, the contact panel or Commerce → Orders.
2. Choose a status: New, Confirmed, Fulfilled or Cancelled.
3. Leave Tell the customer on WhatsApp ticked to send them a short update. If the 24-hour window has closed or you're out of message credits, the status still changes but no message is sent, and you'll see a note saying so.

Create an order for a customer

When a customer types what they want instead of using the cart:

1. In the conversation choose +, then Products, then Create order.
2. Tick the products and set quantities. Add a note for delivery details, size or colour.
3. Choose Create order. The order summary is posted to the chat and the order is marked Confirmed.

Find orders

On Commerce → Orders, filter by status or Unpaid, and search by reference, customer name or phone number. The totals at the top show new orders, orders awaiting payment and what was paid today.

To take payment, see Collect payment with M-Pesa.