Order Updates and Offers on WhatsApp
Your shoppers live on WhatsApp. Mercayo sends order updates to shoppers who say yes, COD confirmation buttons, bag reminders and offers to your WhatsApp subscribers, each message with your store's name, picture and buttons.
- In every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
Your store's WhatsApp messages go from Mercayo's WhatsApp Business number, with your store's name inside each message, or from your own WhatsApp number once you connect it. Only words WhatsApp has approved (templates) are sent, in English and Hindi. What you get:
- Order updates, only with a yes. On the thank-you and order pages, shoppers can say yes to updates on WhatsApp. They then get the order confirmation, shipped (with its link), out for delivery (with the cash to keep ready on COD) and delivered, each with its own switch. A yes can be remembered for their next orders until they reply STOP.
- COD confirmation buttons. Cash on delivery shoppers who said yes can get CONFIRM ORDER and CANCEL ORDER buttons instead of the plain confirmation; a confirm counts as confirmed by your team, and a cancel cancels the order while the shopper may still cancel it (after that, it asks your team).
- Codes, bag reminders and back in stock. Sign-in and COD codes can go on WhatsApp first, before a text message; bag reminders go on WhatsApp to shoppers who said yes, and back-in-stock alerts to shoppers who asked for one there.
- Messages that look like your brand. Each message can carry your store's picture (your own for that message, the product's photo, or a banner made from your logo and colour), your store's name in bold, a line in your own words and real buttons such as View Order and Track Order. Mercayo moves each message to its branded design as WhatsApp approves it; until then the plain approved message goes.
- Your own number. CONNECT YOUR OWN NUMBER links your WhatsApp Business number through Meta's own sign-up window. Your messages then go from your number, with your name at the top of the chat, and shoppers' replies reach you.
- Offers to subscribers. Write your own offer template, have it approved, and send it to the people who joined your list on WhatsApp, within Mercayo's daily limits.
- A message log with sent, delivered, read and failed; a failed message's charge goes back.
- STOP and START handled for you: marketing goes only to numbers that joined your list or said yes.
The WhatsApp Screen
Under Marketing → WhatsApp:
- Overview: the last 30 days (sent, delivered, read, failed, and what was spent after anything given back); Messages to Shoppers, each with its approval, switch, price and a PREVIEW; This Month's Cost, from your plan's messages first, then your notification credits; and Shoppers: who said yes to updates, your WhatsApp subscribers, and who replied STOP.
- Messages: every message sent or held back, with tabs (Delivered, Read, Failed, Held Back, Replies), search by number or order number, each message's timeline and its cost, and STOP MESSAGES TO THIS NUMBER for a shopper who asks.
- Templates: Mercayo's templates for order messages, and Your Templates for offers (up to 10): a name for you, the message with up to 5 blanks and an example for each, and the footer "Reply STOP to stop these messages". SAVE DRAFT, then SUBMIT FOR APPROVAL.
- Branding: the branded switch, your store's banner, and every message drawn as a WhatsApp chat in English and Hindi, with UPLOAD PICTURE and EDIT WORDS for each.
WhatsApp messages are paid from your notification credits: order updates and codes at the order price, offers and reminders at the marketing price, answers to a shopper's STOP, START or button free.
For your store
Why It Matters
A WhatsApp message is read far more surely than an email. Order updates there cut "where is my order" questions, and COD confirmation buttons turn a phone call into one tap for the shopper.
For cash on delivery stores, the out-for-delivery message matters most: a shopper who knows the parcel is coming today, and how much cash to keep ready, can plan to be home with the money. A COD order cancelled with a tap before it ships is a parcel you never pay to send and receive back.
Asking for a yes first keeps those messages welcome rather than spam, and replying STOP always works. Offers to your WhatsApp subscribers reach people who chose to hear from you, with Mercayo's daily limits keeping the number in good standing with WhatsApp. And every message has a receipt: you see what was delivered and read.
Step by step
How It Works
Choose Whose Number
Messages go from Mercayo's WhatsApp Business number, with templates approved by Meta, so there is nothing to set up. To send from your own number, press CONNECT YOUR OWN NUMBER in Marketing → WhatsApp and finish in Meta's window; Mercayo submits its templates to your account for approval, and your number takes over as they are approved.
Choose Your Messages
In Marketing → WhatsApp, switch each order message on or off: Order Confirmation, COD Confirmation, Order Shipped, Out for Delivery and Order Delivered. PREVIEW shows each with sample values; the words are WhatsApp-approved, so they cannot be changed here.
Shoppers Say Yes
With Offer WhatsApp Updates on, the thank-you page and the order page ask whether the shopper wants updates on WhatsApp. The order confirmation goes the moment they say yes. With Remember a Shopper's Yes, their next orders get updates too.
Write an Offer
Under Templates, press NEW TEMPLATE. Name it (for you only, like Diwali Sale), write the message, ADD A BLANK for what changes each time (like the discount) with an example for WhatsApp's reviewers, then SUBMIT FOR APPROVAL. Approval usually takes from a few minutes to a day.
Send It to Subscribers
On an approved template, SEND TO SUBSCRIBERS fills in the blanks and shows how many people it goes to, the cost and your credits. SEND NOW sends it to everyone on your WhatsApp list who has not replied STOP. It cannot be undone, and the day's limit of offers applies.
Follow What Was Sent
Messages shows each one with its receipt: sent, delivered, read or failed (with WhatsApp's reason), or held back (with why). Replies shows what shoppers wrote back; to answer a question, call or message them from your own phone.
Your shoppers
What Your Shoppers See
A yes button for WhatsApp updates after ordering, then short messages at each step from Mercayo's WhatsApp number (or your own), each naming your store, with its picture and a button to their order. On a COD order, CONFIRM ORDER and CANCEL ORDER buttons if your store uses them. A shopper who joins your list on WhatsApp may get your offers, each ending "Reply STOP to stop these messages". STOP ends messages from your store at any time, and START brings them back.
Settings
Settings You Control
Each one is in your admin. A new store starts with the value shown.
Mercayo
Mercayo's Controls
Mercayo runs the WhatsApp Business account and its approved templates, and sets limits: how many offers a store may send a day (2 to start with), how many people one offer may reach (5,000 to start with), how many templates of its own a store may have (10), and that marketing goes only to numbers that said yes. Mercayo's team can switch any message off or on for a store with a reason your admin shows ("Set by Mercayo for your store"). Demo stores never send: their messages are samples.
Limits today
Good to Know Before You Start
- Updates go only to shoppers who said yes; offers only to numbers that joined your WhatsApp list.
- From Mercayo's number, the chat's name at the top shows Mercayo; your store's name, picture and words are inside each message. Your own number changes that.
- One-time codes always go from Mercayo's number, even when your own number is connected.
- Bag reminders, back-in-stock alerts and offers on WhatsApp are WhatsApp Marketing: included on Growth and Scale, an add-on on Starter.
- Shoppers' replies are shown in the log, but there is no inbox to answer them from the admin.
- An offer goes to all your WhatsApp subscribers at once, not to a segment, and is sent when you press SEND NOW.
Questions
About WhatsApp
Do I need a WhatsApp Business account?
No. Mercayo's WhatsApp Business number and its approved templates work for every store from the start. Connect your own number only if you want messages to come from it.
Will shoppers get messages they did not ask for?
No. Order updates need their yes; offers and bag reminders go only to people who joined your list or said yes; STOP ends everything from your store. Codes go only when the shopper asks for one.
Can I use my own WhatsApp number?
Yes. Press CONNECT YOUR OWN NUMBER in Marketing → WhatsApp and finish in Meta's window. Mercayo submits its templates to your account; once they are approved your messages go from your number, with your name at the top of the chat. DISCONNECT goes back to Mercayo's number.
What does a message cost?
Each is paid from your notification credits at the price shown on the WhatsApp screen; order updates use your plan's included messages first. A message that fails is given back, and answers to STOP, START or a button are free.
What happens when a shopper replies STOP?
Messages from your store to that number stop at once, the number leaves your WhatsApp list, and anything queued to it is cancelled. Only the shopper can start them again, by replying START. Codes they ask for still go.
How many offers can I send?
Up to 2 a day (India time) to start with, to as many as 5,000 of your WhatsApp subscribers per offer. The screen shows the people, the cost and your credits before you send, and refuses if the credits do not cover it.
Can I change the words of the order messages?
No. WhatsApp sends only words it approved, so Mercayo's order templates are fixed for every store, with your store's name and the order's details filled in. Your own words go in your own offer templates.
Help Centre
In the Help Centre
Related
Related Features
- COD Confirmation CallMark new cash on delivery orders Unconfirmed until your team has phoned the shopper, with a warning when the shopper has refused parcels before.
- Notification CreditsYour plan's messages first, then a prepaid rupee balance: what each message costs, a full statement, low-balance alerts and a GST invoice per top-up.
- Subscribers, Popups and Floating ButtonsA sign-up popup with sensible rules, a footer band, double opt-in with consent kept, a subscribers list with CSV, and floating WhatsApp buttons.
- Thank-You PageAfter the order: the number, what was paid and what is due in cash, what happens next, the address, cancel while allowed, and a gentle way back to the store.
- Abandoned Bag RemindersUp to three reminders to shoppers who left at checkout, with a link that restores their bag, an optional code, quiet hours and recovered sales counted.
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Try It on Your Own Store
Every feature is in every plan, free for 14 days.