Dispatch
Selling and fulfilling
Orders, payments, deliveries and the messages around them.
Running a shop that is only a WhatsApp number
What you actually need instead of a shop: a catalogue, a record, a payment route and a way to not lose an order in the scrollback.
How many order messages is too many
Three is right, eleven is what your platform emits. How to choose, and how to let customers choose for themselves.
A catalogue that is wrong is worse than no catalogue
The maintenance problem nobody plans for, two ways to solve it, and the rule for what belongs in a chat catalogue at all.
Quoting in a conversation, when the price is a discussion
Written quotes with an expiry, one place the number lives, and the haggling problem that a chat channel makes worse.
Returns in a conversation: fast decisions beat good policies
A photograph, a decision and a reference number. Why the speed of the answer matters more than its generosity.
Back in stock: the most welcome message you can send
Somebody asked to be told. The mechanics of doing it without a stampede, a stale list, or a promise you cannot keep.
Appointment reminders: how many, how far ahead, and what they say
Two reminders, a way to cancel in one tap, and the sentence that turns a reminder into a confirmation.
Asking for a review without becoming the business that pesters
Timing, one ask, and the difference between asking for a review and asking whether everything was alright.
Getting paid inside a chat, without losing the reconciliation
Payment links, mobile money and screenshots. What to store so the conversation and the ledger still agree next month.
The last hundred metres: coordinating a delivery in a conversation
Where the address ends and the conversation starts. Location pins, landmarks, and the three messages a driver should send.
Confirming cash on delivery orders before you dispatch them
A confirmation message cuts failed deliveries. What to ask, when to ask it, and what to do when nobody replies.
Abandoned cart on WhatsApp: one message, or none
The channel that makes cart recovery work is the channel it damages fastest. When one message is justified and when it is not.
Order notifications on WhatsApp, without writing an integration
Which order events are worth a message, what each should say, and the mistakes that turn useful updates into the reason people block you.
13 articles. New ones are announced on WhatsApp, or take the feed.