Orders

Turn the carts customers send on WhatsApp into orders, move orders through fulfilment, cancel them and send payment links.

When a customer browses your catalogue in WhatsApp and sends you a cart, IconEngage records it. Accepting the cart turns it into an order, which you can then follow until it is paid, fulfilled, cancelled or refunded.

Note: Customers can only send carts if a catalogue is connected to your WhatsApp account. See Catalogs.

Carts

A cart is what the customer sent: the products, quantities and total. It appears in the conversation, in the Commerce section of the panel beside the messages.

Cart status	What it means
Open	The customer sent it and nobody has accepted it yet.
Ordered	It was accepted and is now an order.
Abandoned	It was left too long and closed automatically. It can't be accepted.

Accept a cart

Open the conversation in the inbox.
In the Commerce section, find the Cart.
Click Accept the cart.

You'll see "Order placed." The order appears under Orders in the same section and on the Orders page. A flow can also accept carts for you (see Flows overview).

The Orders page

Go to WhatsApp › Orders.

Column	What it shows
Order	The order reference, for example `#1a2b3c4d`. Click it to open the order beside the list.
Customer	Open the conversation takes you to the chat with that customer.
Status	The order's status.
Total	The order total.
Placed	When the order was placed.
Payment link	The latest payment link's status, or No link.

To narrow the list, choose a Status, set From and To dates, and click Apply. Click Load more to see older orders.

Order statuses

Status	What it means
Placed	The cart was accepted. The order is waiting for payment.
Paid	The payment gateway confirmed the payment.
Fulfilled	You marked it fulfilled after payment.
Cancelled	It was cancelled.
Refunded	You marked it refunded after payment.

An order only becomes Paid when the payment gateway confirms it. You can't mark an order as paid yourself.

Move an order along

Open the order on the Orders page or in the conversation's Commerce section. The buttons you see depend on its status:

Status	What you can do
Placed	Send a payment link, Cancel the order
Paid	Mark fulfilled, Mark refunded, Cancel the order
Fulfilled, Cancelled, Refunded	Nothing. These are final.

Marking an order refunded only records it in IconEngage. It doesn't move any money.

Cancel an order

Open the order.
Click Cancel the order.
Optionally, enter a Reason for your team (up to 200 characters).
Click Cancel the order to confirm, or Keep the order to go back.

Any active payment links for the order expire.

Send a payment link

A payment link lets the customer pay for a placed order.

Open a Placed order.
Click Send a payment link.
Set Link expires after: between 10 minutes and 7 days.
Optionally, write the Message that goes with the link. Include {{link}} where the link should go, or leave it blank to use the standard sentence.
Click Create and send.

The link is sent as a message, so the usual rules apply: it can only be sent inside the 24-hour window (see The 24-hour window and templates), and not to a customer who has opted out. Only one link per order can be active at a time.

Link status	What it means
Link created	Created, not yet sent.
Link sent	Sent. Waiting for the customer to pay.
Paid by link	The gateway confirmed payment. The order becomes Paid.
Payment failed	The gateway reported a failure. You can send a new link.
Link expired	It ran out before it was paid. You can send a new link.

Note: Payment links need a payment gateway to be switched on for your workspace. If it isn't, the dialog says "The payment gateway is off on this deployment." Contact IconEngage to find out which gateways are available to you.

Who can do this

Note: Every role except Billing Administrator can see carts and orders. Owners, Admins, Supervisors, Agents and Marketing Managers can accept carts, move and cancel orders, and send payment links.

For daily totals of carts, orders, payments and revenue, see Commerce report.

Still need help?

Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.