Not every customer wants your offers forever. When someone replies STOP, how you respond says a lot about your business. Handle it well, and they may still buy from you. Ignore it, and they will block or report your number.
Why opt-outs matter
- Your number's health: blocks and reports lower your quality rating, which can limit how many people you can message.
- The law: India's data protection law (the DPDP Act) is built on consent. People can withdraw consent, and businesses must respect that.
- Trust: a customer who feels respected is more likely to come back on their own.
Make it easy to say no
Add one short line at the end of marketing messages:
"Reply STOP to stop offers."
It may feel like you are inviting people to leave. In practice, it reduces blocks, because unhappy customers have a polite option.
What to do when someone replies STOP
- Reply once, politely. "Done — you won't get offers from us anymore. You'll still get updates about your orders. Thank you!"
- Remove them from all marketing lists the same day.
- Keep utility messages like order and delivery updates, which they still need.
- Note it so no one adds them back by mistake when importing a new list.
Words that mean STOP
Customers don't always type the exact word. Treat these the same way:
- "Unsubscribe", "No more messages", "Band karo", "Mat bhejo"
- "Remove me", "Don't message"
Ways to reduce opt-outs
- Send fewer, better messages — two or three a month is plenty for most shops.
- Send only what fits: a saree offer to saree buyers, not to everyone.
- Avoid late-night messages.
- Give real value — new stock, useful reminders, honest offers.
If they come back
If a customer who opted out later messages you to ask about offers, they can opt in again. Confirm it in writing: "Happy to add you back for offers. Reply YES to confirm."
Lists on the WhatsApp Business API
On our Growth and Pro plans, you can keep contacts in separate lists, so it is simple to take someone off your offers list while keeping them for order updates. Read DPDP Act and WhatsApp marketing consent or how to collect opt-ins.
General information, not legal advice.
FAQs
What should I do when a customer replies STOP?
Reply once politely, remove them from all marketing lists the same day, and keep sending only the order or service updates they still need.
Should I add 'Reply STOP' to my messages?
Yes. It gives unhappy customers a polite option and reduces blocks and reports.
Can I still send order updates after someone opts out?
Yes. Opting out of offers does not stop messages about their own orders or bookings.
Can a customer opt in again?
Yes, if they ask. Confirm it in writing before adding them back to offer lists.
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