How a baqala can take WhatsApp orders without losing track
The easiest way to avoid lost orders on WhatsApp is to move customers from free-text chats to one catalogue link. Each order then arrives as one complete message, and you track it from "new" to "delivered".
1. Stop taking orders as voice notes
Voice notes are hard to search and easy to miss when the shop is busy. Ask customers to use your catalogue link or to send a typed list. Say it politely: "Please order from this link, it is faster for both of us."
2. Give every order a clear record
Write down or save for each order: customer name, phone number, address or building, items, total and time. A simple register or a spreadsheet is enough when you are small.
3. Use three simple statuses
- New: received, not yet looked at.
- Accepted: you have confirmed items and total.
- Delivered: handed over and, if needed, paid.
Reply to the customer when you change the status. A short "Accepted, delivery in 30 minutes" saves repeat messages.
4. Confirm out-of-stock items quickly
If an item is not available, tell the customer before delivery and offer another brand or size. Updating stock in your catalogue helps customers avoid ordering what you do not have.
5. Keep one phone for orders if you can
Mixing family chats, groups and customers on one phone makes orders easy to miss. If possible, use a separate number or WhatsApp Business app for the shop.
Frequently asked questions
Can WhatsApp orders be tracked automatically?
Basic tracking is possible with a tool that records each order. With Dukaan Digital the shop sees orders with a status and a new-order alert in the shop portal.
What should I put in a standard reply?
Thank the customer, repeat the items and total, give the delivery time and say if payment is cash on delivery.