WhatsApp order confirmation

Many cash-on-delivery orders are refused at the door: fake orders, wrong numbers, customers who changed their mind. Each one costs you the courier fee both ways. WhatsApp order confirmation asks every new COD customer to confirm on WhatsApp before you ship, so you only phone the people who didn't answer.

Your store: Hi Ali, thank you for your order #1042. 2 × PainGo balm 50g. Total: Rs 2,599 (cash on delivery). Deliver to: House 1, Street 2, Lahore. Please confirm your order so we can ship it.

[ Confirm order ] [ Cancel order ]

The app is on every plan. Install it from Apps, then open it from Apps → WhatsApp order confirmation. It has four tabs: Orders, Inbox, Settings and Sending.

How it works

1. A customer places a cash-on-delivery order with a Pakistani mobile number.
2. A couple of minutes later, they get the message above in the language they shopped in.
3. They tap a button:
   • Confirm order: the order is tagged COD confirmed, and the customer gets a thank-you message.
   • Cancel order: the order is cancelled and its stock goes back on sale, or only tagged, if you prefer to call first.
4. A customer who doesn't answer gets one reminder. If there is still no answer, the order is tagged COD no response and goes on your call list.

You ship the confirmed orders and phone the call list. Everyone else has already answered on WhatsApp.

Every step is written to the order's timeline. While an order is waiting it carries the tag COD pending, so you can filter Orders by these tags too.

The Orders tab

Every COD order the app has seen, with its status:

Status	Meaning
Waiting	Message sent, no answer yet
Confirmed	The customer tapped Confirm
Cancelled	The customer tapped Cancel
No answer	The wait ran out after the reminder
Not sent	The message couldn't be delivered, for example the number isn't on WhatsApp
Not asked	The order didn't match your settings, or confirmation was off

Call list shows only the people you need to phone: those who didn't answer, those the message couldn't reach, and those who wrote something instead of tapping a button.

At the top, Answer rate is the share of customers asked in the last 30 days who tapped Confirm or Cancel. Most stores see about two in three answer.

The Inbox tab

When a customer writes back with an address change or a question like "when will it come?", the conversation appears in Inbox. From a conversation you can:

• Reply, and attach a photo or document.
• Mark confirmed or Cancel order for them.
• Ask for new address, which sends the customer a form inside WhatsApp (see below).
• Call them.
• Assign the conversation to someone on your team.

Filter conversations by All conversations, Unread, To answer or Assigned to me.

Saved replies are ready-made answers. Pick one beside the reply box. {name}, {order} and {store} are filled in for you.

WhatsApp allows free replies only within 24 hours of the customer's last message. After that, the inbox offers a follow-up, an approved message that reopens the chat. Once the customer answers it, you can chat freely again.

Settings

Setting	What it does	Default
Which orders	Orders from the online store checkout, the COD order form, or both. Only cash-on-delivery orders to Pakistani mobile numbers are ever asked	Both
Order value	Ask only about orders in this range. Skip small orders, or very large ones you always phone	No limit
Language	As they shopped (English or Urdu), or always one of them	As they shopped
Send after	Minutes to wait after the order. It lets a customer fix a mistake or place a second order first	2 minutes
Quiet hours	Orders placed at night are messaged in the morning, Pakistan time	22:00 to 09:00
Reminder	Hours before one reminder. 0 means no reminder	6 hours
Give up after	Hours before an unanswered order counts as no answer	24 hours
When they tap Cancel	Cancel and restock, or Only tag it so you can call first	Cancel and restock
When they don't answer	Put it on the call list, or cancel it. Cancelling is stricter: some real customers just don't check WhatsApp	Call list
Your phone, for customers	Added to the cancel reply, so someone who tapped Cancel by mistake can reach you	Empty
Let them change the address	Offers a "Change address" button after they confirm	On
Tell them when it ships	Sends the courier, tracking number and cash to keep ready when you book the order with a courier from Eekaam	On
Send cart recovery on WhatsApp	Messages shoppers who left checkout without ordering	Off

Turning confirmation off stops new messages. Orders already asked can still answer.

Address changes

When a customer confirms, the thank-you message carries a Change address button. It opens a short form inside WhatsApp, filled in with the order's address. The form is also offered when the customer writes about the address, and you can send it from the inbox.

The order's delivery address updates at once, with a note on the order. That works until the order is booked with a courier or shipped. After that, you are told about the change instead. Address forms work on Eekaam's number and on your own number, not on Twilio.

Cart recovery on WhatsApp

A shopper who enters their phone number at checkout but doesn't order gets a WhatsApp message about an hour later. It lists what's in their cart and has a button straight back to it. It is sent once per checkout, never in quiet hours, and never to customers who asked you to stop. You can also send it by hand from Orders → Abandoned checkouts.

WhatsApp counts this as a marketing message, which costs more than a confirmation on your own number.

Sending: which number messages come from

The Sending tab chooses where messages come from. You can switch at any time. Orders already asked finish the way they started.

Eekaam's number

Messages come from Eekaam's WhatsApp number, with your store's name in the text. There is nothing to set up, so it works as soon as you turn it on. You pay with credits:

• 1 credit confirms 1 order: the request, a reminder if needed, and the replies.
• A message WhatsApp can't deliver gives its credit back.
• The shipping update and cart recovery messages use a credit each.
• New installs start with 25 free credits.
• Professional includes 50 credits a month and Enterprise 200. Monthly credits are used first and don't carry over.
• Bought credits never expire while your store is open.

Buy more under Sending → Credits. The packs on sale are shown there, starting at 100 credits for Rs 1,500.

To protect the number for every store, a store can send up to 500 orders a day on Eekaam's number. If many of your recent messages are blocked or reported, sending is paused and you are notified. Connect your own number, or contact support to resume.

Your own WhatsApp number

Messages come from your store's own name and number. Customers trust it most, so it gets the most answers. Meta bills your WhatsApp Business account for each message, and Eekaam charges nothing.

1. Sending → Connect your WhatsApp number → Continue with Facebook.
2. Sign in to Facebook in the window that opens. Eekaam never sees your password.
3. Choose The number on my phone to keep using a number you already have in the WhatsApp Business app, or A new number.
4. Eekaam registers the number and submits the message templates.

Afterwards, the screen lists anything left for you to do:

• Add a payment method in WhatsApp Manager. Meta won't send without one.
• Keep your number's PIN safe. It's shown only once, and WhatsApp asks for it if you ever move the number.
• Open WhatsApp Business on your phone regularly. WhatsApp disconnects a number whose app goes unused.

Keep chatting on your phone. A number connected from the WhatsApp Business app stays in the app. Confirmations and the customer's answers appear in your chats, and you can reply from your phone. Your chats from the last 6 months stay. While the number is connected, group chats and broadcast lists stop working in the app, disappearing and view-once messages are turned off, and WhatsApp for Windows is logged out.

Agencies with their own Meta app can choose Connect with your own Meta app's IDs instead of Facebook sign-in. Paste the WhatsApp Business Account ID, the phone number ID and a permanent system-user access token. They are under WhatsApp → API Setup in your Meta app.

Your Twilio account

If your store or agency uses Twilio, send from a WhatsApp number in your Twilio account. Twilio bills you, at Meta's price plus $0.005 a message, and Eekaam charges nothing.

1. Sending → Connect your Twilio account.
2. Enter your Account SID and Auth Token. They are kept encrypted.
3. Pick one of your Twilio WhatsApp numbers.

Eekaam points the number's webhooks at itself. If it couldn't, the screen shows two addresses, When a message comes in and Status callback, to paste into the sender's settings in your Twilio console. Address-change forms don't work on Twilio.

Message templates

WhatsApp only lets a business start a conversation with wording WhatsApp has approved. The app uses four templates, each in English and Urdu: the order confirmation, the reminder, the follow-up, and the shipping update. They are submitted when you connect a number. Approval usually takes minutes, sometimes a few hours, and new orders are asked as soon as it comes through. Open a template on the Sending tab to see exactly what customers get.

Send a test

Send a test sends the confirmation message with a sample order to your own WhatsApp, from the number you send with. Its buttons do nothing.

With other apps

• COD order form: orders from the form are confirmed like checkout orders.
• Courier integration: booking a confirmed order sends the shipping update.
• Flow: a workflow can start when an order is confirmed or cancelled on WhatsApp. For example, it can book the courier for every confirmed order.