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WhatsApp Commerce Overview

Nviti Commerce lets customers discover products, manage a cart, check out, pay, and follow their orders from WhatsApp. Your team manages products, fulfilment, and customer communication from the workspace.

What Your Customers Can Do

  • Browse active products and categories.
  • Search for a product and view its details.
  • Choose variants such as size or colour.
  • Add, update, or remove cart items.
  • Select which cart items to check out.
  • Enter delivery details in a guided WhatsApp Form.
  • Pay using an available payment option.
  • Receive an order reference and status updates.
  • Review order history or track a specific order.

The exact options shown depend on your shop settings, product availability, payment setup, and connected WhatsApp account.

Set Up Your Shop

  1. Open Shop Settings and turn on order processing.
  2. Add your store name, currency, payment preference, and customer-facing wording.
  3. Add products, images, prices, stock, categories, and variants.
  4. Configure delivery partners and pricing.
  5. Add settlement details if you want to accept supported online payments.
  6. Test browsing, cart, checkout, payment, and order tracking from a customer WhatsApp account.

Do not promote the shop until the complete journey has been tested successfully.

The Customer Journey

  1. The customer opens your shop from a WhatsApp message or menu.
  2. They browse or search the catalogue and select a product.
  3. They choose any required variant and quantity, then add the item to their cart.
  4. At checkout, they select the items they want to buy and enter delivery information.
  5. They review the order total and confirm the order.
  6. If online payment is selected, they receive a secure payment link.
  7. They receive an order reference and later WhatsApp updates as the order progresses.

Manage Orders Well

  • Keep product stock and pricing current.
  • Update order status promptly so customer notifications remain useful.
  • Confirm payment before dispatching prepaid orders.
  • Use clear delivery estimates and review them when a delivery partner changes.
  • Keep a consistent process for cancellations, refunds, and customer enquiries.

Protect Customer Trust

  • Collect only the delivery and contact information needed to fulfil the order.
  • Never ask customers to send card details in chat.
  • Direct customers only to payment links generated for their order.
  • Restrict shop and payment settings to trusted team members.
  • Verify settlement detail changes carefully before saving them.

Keywords

WhatsApp commerce, online shop, product catalogue, cart, checkout, online payment, order tracking