When a customer orders

In one sentence

When a customer adds products to their cart and sends it, that cart arrives in your Inbox as an order message — a normal conversation you then fulfil.

The flow, end to end

WhatsApp’s built-in cart is a request, not a completed sale. It tells you what the customer wants; you confirm availability, collect payment (however you normally do), and arrange delivery — all within the conversation.

What an order contains

An order message lists the items, quantities, and the customer’s note if any. Because it lands as a message in a live conversation, the 24-hour window is open — so you can reply freely to confirm details and take it from there.

Handling orders well

1. Acknowledge fast — “Got your order! Confirming stock now.”
2. Confirm details — totals, delivery address, timing.
3. Take payment — your usual method (a payment link, UPI, cash on delivery…).
4. Fulfil & update — keep them posted; a task helps you track it.

Turn each order into a task with a due time so nothing slips between “they ordered” and “we delivered”. And tag repeat buyers so you can send them relevant campaigns later.

How this connects

• Orders are the payoff of product messages.
• They arrive as conversations in the Inbox and can spawn tasks.
• For recurring orders (not one-offs), see Subscriptions — a different feature entirely.

Next: recurring orders and standing deliveries — Subscriptions →.