# WhatsApp for your online shop: orders, tracking and support as a team

> WYP.chat brings your online shop’s messages (WhatsApp, Instagram, Messenger, Telegram, website chat, email) into one shared inbox: the team answers pre-sale questions, receives WhatsApp catalogue baskets as orders, and sends payment links and shipping updates. Integration with Shopify is coming soon.

**Your whole team, no seats to count.** With 5 people, the Team plan costs €99 a month excl. VAT, the same as with one. You pay Meta directly for its messages, with no markup.

## What your online shop does with WYP.chat

### Pre-sale question

Size, lead time, compatibility: the question comes in through website chat or WhatsApp, and whoever knows the product answers. On website chat and WhatsApp, the AI agent can handle simple questions and then hand over.

### Basket order

The customer picks from your [WhatsApp catalogue](https://wyp.chat/en/glossary#catalogue) and sends the basket. The order “to approve” appears in the conversation, at the basket’s prices.

### Payment by link

The “Pay” button goes out with the order number and amount. The link is your payment provider’s or your shop’s.

### Where is my parcel?

The “Order tracking” template goes out with the carrier’s tracking link. If the customer replies, the conversation stays in the same thread, with customer service.

## A WhatsApp sale, from basket to parcel

Your WhatsApp catalogue is linked to your number. Customers buy without leaving the conversation, and the team follows each order through to dispatch.

WYP.chat does not read your website’s orders yet: an order placed in your online shop does not appear on its own. Integration with Shopify is planned, with no date announced.

1. **The customer finds the product**: From your website’s chat or WhatsApp button, a Click-to-WhatsApp ad, Instagram, or the catalogue on your WhatsApp profile.
2. **They send their basket**: WYP.chat creates an order “to approve” at the basket’s prices, visible in the conversation and the Orders tab.
3. **You confirm**: The summary, in the customer’s language, is drafted in your reply.
4. **They pay by link**: One click sends the “Pay” button. The customer pays through your provider, never in the chat.
5. **You dispatch**: The “Order tracking” template sends the tracking link; delivery questions stay in the same thread.

## One app per channel, or one inbox

An online shop gets questions everywhere. The WhatsApp Business app is enough while one person replies, on one channel.

| Need | WhatsApp Business app and separate inboxes | WYP.chat |
| --- | --- | --- |
| Replying as a team | One main phone and up to 4 linked devices | Unlimited users, on computer and phone |
| WhatsApp, Instagram, Messenger, Telegram, email, website chat | One app per channel | One inbox, one record per person |
| Receiving a WhatsApp basket | A message to copy out by hand | An order to approve, at the basket’s prices |
| Taking payment | Link pasted by hand, amount retyped | “Pay” button with the order number and amount |
| Shipping update | Message typed by hand | Utility template with a tracking button |
| WhatsApp catalogue | Items added one by one | File ready for the Meta catalogue, from your CSV; sync with your shop: coming soon |
| Abandoned basket reminder | No | Coming soon, with the shop integration |

## Every customer message in one inbox

Online shoppers write in everywhere: WhatsApp, Instagram messages, your Page’s Messenger, website chat, contact email. WYP.chat brings them together, and the team replies on the original channel.

[Website chat](https://wyp.chat/en/channels/website-chat)

- **Website chat**: One line of code in your theme. The AI agent can answer common questions from your pages, FAQs and PDFs, then hand over to the team.
- **One record per person**: Same email on two channels: WYP.chat merges the records. A similar name: it suggests “Same person?”.
- **Assignment and notes**: Customer service, sales, partnerships: every conversation has an owner, and internal notes stay hidden from the customer.
- **Response times**: Tracked with alerts and escalation, on the Team and Pro plans.

## Order tracking and after-sales on WhatsApp

More than 24 hours after the customer’s last message, only a Meta-[approved template](https://wyp.chat/en/glossary#modele) can go out. The “Order tracking” utility template in the library is ready to submit, with a “Track my order” button.

[WhatsApp auto-replies](https://wyp.chat/en/guides/whatsapp-business-auto-reply)

- **Sending**: From the conversation, by the team, or inside a scenario. Sending triggered by your shop will come with the integration.
- **Keep it utility**: No discount codes or product suggestions in a shipping update: Meta would class it as marketing.
- **Returns and complaints**: The customer replies in the same thread; the conversation moves to after-sales with a note. Ask for a photo, never a card number.

## New arrivals and promotions, with the customer’s consent

A WhatsApp campaign goes out as a Meta-approved marketing template, only to contacts who have [opted in](https://wyp.chat/en/glossary#opt-in). A checkbox on your website can collect that opt-in, as long as it names your business and says the customer will receive your messages.

[WhatsApp campaigns](https://wyp.chat/en/features/whatsapp-campaigns)

- **Recorded consent**: CSV import with a declaration; every contact keeps the date and source of their opt-in.
- **A QR code in the parcel**: An entry point generates a wyp.chat/w/… link and its QR code. The customer messages you, and if they send the consent wording unchanged, the opt-in is recorded with its proof.
- **Unsubscribes**: A STOP, or opting out inside WhatsApp, unsubscribes the contact across the whole workspace.
- **Abandoned baskets and back in stock**: Coming soon, with the shop integration. Meta classes basket reminders as marketing, so they will need the customer’s opt-in.

Rules to know

## What WhatsApp does not allow you to sell

The WhatsApp Business Messaging Policy forbids buying, selling or promoting certain products on WhatsApp, whatever licences you hold (policy checked on 10 October 2026).

- **Alcohol and tobacco**: Not in the catalogue, not in orders, not in campaigns.
- **Health**: Prescription drugs, medical and healthcare products.
- **Also**: Firearms, adult products, real-money gambling, live animals, virtual currencies and more: the full list is in the policy.
- **Payment**: Never ask for a full card number or bank account in the chat: send a payment link.

## What an online shop’s messages cost

Messages from your customers are free. So are your free-form replies within 24 hours of their last message, up to 1,000 per month per number; beyond that, Meta charges the utility rate of the customer’s country.

[WhatsApp message pricing](https://wyp.chat/en/guides/whatsapp-message-pricing)

- **Shipping update**: Utility template: €0.0182 in the UK (price list of 1 October 2026).
- **Campaign**: Marketing template: €0.0526 per message in the UK. WYP.chat works out the total before sending.
- **WYP.chat**: Free plan (50 conversations a month), then €29 per month excl. VAT, unlimited users. Messages Meta charges for are paid to Meta, at Meta’s price.

## Coming soon

A shop that wants to automate everything will need to wait for these. No date has been announced.

[WYP.chat AI agents](https://wyp.chat/en/ai-agents)

- **Shopify**: Your shop’s orders and customers, read by WYP.chat.
- **Abandoned baskets, back in stock**: Automated messages, sent to customers who have opted in.

## Get started in four steps

Your number stays the same, and the WhatsApp Business app can stay on the shop’s phone.

1. **Create your workspace**: Email address and shop name, no card needed.
2. **Connect your channels**: WhatsApp with your Meta account (until Meta approves WYP.chat, our team connects it with you), then Instagram, Messenger, Telegram and email.
3. **Import your products**: Orders, Products tab: a CSV file, then the file ready for the Meta catalogue, to upload in Commerce Manager.
4. **Add the chat to your website**: One line of code in your theme, then invite the team: unlimited users.

## An AI agent for ecommerce

The WYP.chat AI agents most useful for this industry, one per mission. Your team always stays in control.

### Allô AI agent

Support · After-sales · Available

Answers customer questions (delivery times, returns, payment) from your pages and FAQ, and hands over for a specific order.

### Colis AI agent

Orders · Coming soon

Will give an order’s status and tracking, and prepare a return or an exchange. No refund without you.

### Stock AI agent

Availability · Coming soon

Will answer “in stock or not” and put an item aside when you allow it.

Coucou and Allô are available today on WhatsApp, Messenger, Instagram, Telegram and your website chat, and Veilleur replies when you are closed, with your reopening time. The other agents are coming soon.

[WhatsApp AI agents by industry](https://wyp.chat/en/ai-agents)

Recommended plan

## Solo, €29 per month excl. VAT

Unlimited conversations, every channel, orders, campaigns and automated messages. Separate customer service and sales teams with tracked response times? Team (€99) brings together up to 3 numbers.

[See all pricing](https://wyp.chat/en/pricing)

## Questions from online shops

### How do you sell online with WhatsApp?

Set up a catalogue on your WhatsApp Business profile: the customer adds products to the basket and sends it to you. With WYP.chat, that basket becomes an order to approve, and you send the payment link with one button. Payment happens with your provider.

### Does WYP.chat connect to Shopify?

Not yet. The Shopify integration is planned, with no date announced. Today you import your products as a CSV to prepare the Meta catalogue, and orders placed on your website do not reach WYP.chat.

### Can I send abandoned basket reminders on WhatsApp?

Not with WYP.chat yet: it needs the integration with your shop. And Meta classes these reminders as marketing, so they require the customer’s prior opt-in and an approved template.

### How much does WhatsApp cost an online shop?

The app is free. With WYP.chat: free plan (50 conversations a month), then €29 per month excl. VAT. From Meta, your replies within 24 hours are free up to 1,000 per month per number; a marketing message costs €0.0526 in the UK.

### What products can’t be sold on WhatsApp?

The WhatsApp Business policy forbids, among other things, alcohol and tobacco, firearms, prescription drugs, medical and healthcare products, adult products and real-money gambling, whatever licences you hold.

### What are the drawbacks of WhatsApp Business?

The app runs on one main phone and 4 linked devices, with no conversation assignment. Meta reviews every catalogue item. And free-form replies are only possible within 24 hours of the customer’s last message; after that you need a paid, approved template.

## Similar industries

### [WhatsApp for shops](https://wyp.chat/en/industries/retail)

An item put aside by message, paid by link and collected in store. Several staff reply on the shop’s number.

### [WhatsApp ordering for wholesalers](https://wyp.chat/en/industries/wholesalers)

Orders from restaurants arrive as baskets, as messages read by the AI agent or as proposals accepted in one tap, counted in cases.

### [WhatsApp ordering for restaurants](https://wyp.chat/en/industries/restaurants)

The WhatsApp catalogue basket becomes an order to confirm, the summary goes out in the customer’s language and the payment link is one tap away.

## How to do it in WYP.chat

Help centre articles that walk through each setting, screen by screen.

- [Receive and confirm an order](https://wyp.chat/en/help/commandes-whatsapp)
- [Connect Messenger, Instagram and your email address](https://wyp.chat/en/help/connecter-messenger-instagram-email)
- [Install the widget on your website](https://wyp.chat/en/help/installer-widget)

- [WhatsApp Business use cases: every industry](https://wyp.chat/en/industries)
- [WhatsApp Business guides, one question at a time](https://wyp.chat/en/guides)
- [The whole WYP.chat help centre](https://wyp.chat/en/help)

**Guides**

- [WhatsApp Business catalog](https://wyp.chat/en/guides/whatsapp-business-catalog)
- [WhatsApp message pricing](https://wyp.chat/en/guides/whatsapp-message-pricing)
- [WhatsApp auto reply](https://wyp.chat/en/guides/whatsapp-business-auto-reply)

**WYP.chat**

- [Shops](https://wyp.chat/en/industries/retail)
- [Website chat](https://wyp.chat/en/channels/website-chat)
- [Instagram](https://wyp.chat/en/channels/instagram)
- [WhatsApp campaigns](https://wyp.chat/en/features/whatsapp-campaigns)
- [SnapCall](https://wyp.chat/en/integrations/snapcall)
- [Channels and integrations](https://wyp.chat/en/integrations)
- [Pricing](https://wyp.chat/en/pricing)

## Official sources

1. WhatsApp, Business Messaging Policy: [business.whatsapp.com/policy](https://business.whatsapp.com/policy)
2. Meta, Commerce Policies: [www.facebook.com/policies\_center/commerce](https://www.facebook.com/policies_center/commerce)
3. WhatsApp Help, Using the cart: [faq.whatsapp.com/1475761576240237](https://faq.whatsapp.com/1475761576240237)
4. Meta, Upload inventory to Meta: [developers.facebook.com/documentation/business-messaging/whatsapp/catalogs/upload-inventory/](https://developers.facebook.com/documentation/business-messaging/whatsapp/catalogs/upload-inventory/)
5. Meta, Getting opt-in: [developers.facebook.com/documentation/business-messaging/whatsapp/getting-opt-in/](https://developers.facebook.com/documentation/business-messaging/whatsapp/getting-opt-in/)
6. Meta, Template categorisation: [developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-categorization/](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-categorization/)
7. Meta, Non-template message pricing: [developers.facebook.com/documentation/business-messaging/whatsapp/pricing/non-template-messages](https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing/non-template-messages)

Pages checked on 10 October 2026.

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Source: https://wyp.chat/en/industries/ecommerce · Updated on 16 October 2026