Running an online shop on WhatsApp in Pakistan: from first message to delivered order

1. Answer fast, with the whole picture

The first reply should include price, sizes or colours in stock, delivery time and charges, and cash on delivery if you offer it. One complete answer saves three back-and-forth messages and a lot of lost customers.

2. Confirm the order in one clear message

Before you write the order down, repeat it back so the customer can say yes:

• The items, size and colour
• The total including delivery
• The delivery address and phone number
• The payment method

3. Collect the address properly

Wrong or vague addresses cause failed deliveries. Ask for house number, street or area, city and a landmark, plus a phone number the rider can call. Repeat it back once.

4. Cash on delivery: confirm before you ship

Cash on delivery works when the customer is genuinely expecting the parcel. A quick message the day before (“Your order arrives tomorrow, please keep Rs 3,450 ready”) reduces refused parcels. Customers who don't reply to the confirmation are worth a phone call before you pay for shipping.

5. Follow up on unfinished orders

Plenty of customers say “I'll think about it” and disappear. A friendly nudge a few hours later (“Your size is still in stock, shall I book it?”) brings some of them back, as long as you ask once and respect a no.

6. After delivery: ask, don't assume

A short “Did your order arrive well?” a couple of days later catches problems early and makes repeat buyers. It's also the natural moment to mention new arrivals, once.

7. Where automation fits

Steps 1 to 5 are the same for almost every order, which is exactly what an assistant is good at: answering from your catalog, confirming the order, checking cash-on-delivery customers and nudging unfinished carts, while handing anything unusual to you. Chatziq does these on your own WhatsApp number.