WhatsApp Business API for Ecommerce and D2C Brands

COD is the habit, and RTO is the bill

Industry research puts cash on delivery at roughly 60–65% of Indian ecommerce orders. Returns to origin on COD orders run far higher than on prepaid ones.

Every returned parcel costs forward freight, return freight, packing and the product's time out of stock. For a small brand that is the difference between growth and a bad month.

The confirmation message that saves the parcel

Send one message as soon as a COD order is placed: the product, the amount, the address you have, and two buttons — "Confirm order" and "Cancel".

Three good things happen. Wrong addresses get corrected before dispatch. Impulse orders get cancelled at no cost to you. And confirmed orders become real appointments the customer remembers.

Brands that add one more line — "Pay online now and get free shipping" — move part of their COD volume to prepaid, where returns are much lower.

Carts, updates and the rest of the journey

• Abandoned cart — one reminder within a few hours, naming the product, with a link back.
• Order updates — confirmed, packed, shipped with tracking, out for delivery.
• Delivery exceptions — "the courier could not find your address" reaches the customer faster than any call.
• Review request — three days after delivery, once.
• Replenishment — for consumables, a reminder near the day the last pack runs out.

On Pro, your store sends all of these by itself through the API, and webhooks bring the replies back into your system.

Support that does not need a ticket system

"Where is my order" is most of a D2C brand's support volume. When the tracking link is already in the customer's chat, that question mostly disappears.

What is left — wrong size, damaged item, exchange — lands in the shared inbox where your team answers from the brand's number. Chats can be assigned and closed, so nothing sits unanswered over a weekend.

The bot on Growth handles size charts, return windows and delivery times at night, and hands anything else to a person in the morning.

Selling again to the people who already bought

Your buyer list is the asset. Keep it in named lists — first-time buyers, repeat buyers, one list per category — and send launches and restocks only to the list that cares.

Restock messages convert best because the person asked for that exact product. Keep a note of who asked, and tell them first.

Marketing cooldown on Pro keeps a customer from getting three campaigns in a week, and skip-open-window avoids paying to reach someone who is already chatting with you.

What the platform does not do

It does not show a catalogue or cart inside WhatsApp and does not take payment in the chat; messages link to your store. It has no one-click Shopify or WooCommerce plug-in — your developer connects through the API and webhooks. It is not a CRM, and the bot follows rules rather than AI.

It also does not decide which orders are risky. The confirmation message gives you the signal; what you do with an unconfirmed COD order is your policy.

Plans, and where to start

Start with Growth at ₹990 a month if a person will send confirmations and answer chats. Choose Pro at ₹1,290 when the store should send everything by itself through the API. Starter at ₹790 suits a brand still doing small volumes. No setup fee; see the plans page.

If we built your store, WhatsApp order alerts and cart reminders are already part of it — see WhatsApp ordering and alerts. Otherwise read API integration.