Commerce
How to Set Up WhatsApp Order Tracking in Inaiy
Set up WhatsApp order tracking in Inaiy: move orders from packed to shipped, add courier and tracking details, and send customers automatic status updates.
Updated · 6 min read
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WhatsApp order tracking keeps customers updated in the chat they already use. When an order is confirmed, packed, shipped, or delivered, Inaiy sends a short WhatsApp message with the order number, the courier, and a tracking link. To set it up, go to Commerce → Settings → Customer notifications, switch on the updates you want, and choose a template for each. Then move orders along on the Orders page, and every step sends its update automatically.
Customers stop asking "where is my order?", and your team spends less time answering it.
Who this is for and what you need first
This guide is for shop owners and operations staff who pack and ship orders.
You need:
- A connected WhatsApp number and orders in Inaiy, from chat checkout or added by your team. See WhatsApp checkout.
- Approved WhatsApp templates for updates sent more than 24 hours after the customer's last message. See WhatsApp template approval.
- The courier name and tracking number for each shipment, if you have them.
Steps to set up WhatsApp order tracking
1. See your orders by stage
Click Orders under Commerce. The tabs (callout 1) group orders by stage: Needs action, To pack, To ship, Shipped, All, Delivered, and Cancelled. The table shows each order's number, customer, status, payment, and total.
The button at the end of each row (callout 2) is the next step for that order, such as Packed. Tick several orders to update them together.
2. Switch on customer notifications
Click Order settings, then Customer notifications. Every update starts switched off. Under Send from (callout 1), pick the WhatsApp number that sends the updates.
Each update has a Set up button (callout 2): Order placed, COD confirmation, Order confirmed, Order packed, Order shipped, Out for delivery, Delivery failed, Order delivered, Order cancelled, Payment received, Invoice, and Refund processed. For tracking, start with Order shipped, Out for delivery, and Order delivered.
3. Write the shipping message
In Order shipped:
- Turn on Send this update to customers (callout 1).
- Under WhatsApp template (callout 2), pick an approved template. With No template, the update is sent only while the chat is open, which means the customer messaged you in the last 24 hours. Add a pre-approved template picks one from Meta's template library.
- Edit the Message used inside the chat window. Click the chips, such as Order number, Courier, Tracking number, and Tracking link, to insert order details. Lines with no value, such as tracking before the order ships, are left out.
The Preview shows the message with sample order details. Enter your own number under Send a test to try it, then click Save.
4. Move an order through its steps
Open an order. The button at the top right (callout 1) is always the next step: Confirm order, Mark packed, Ship order, Mark delivered, and Mark completed. Each step sends its update if you switched it on.
If there is no delivery address yet, Inaiy shows a warning and holds packing and shipping. Enter the address on the right and click Confirm address, or wait for the customer to send it.
5. Add tracking when you ship
Click Ship order. Enter the Courier, such as Delhivery, the Tracking number, and an optional Tracking link. Add both courier and tracking number, or leave both empty for local delivery. Click Ship order to confirm.
The Order shipped message then goes out with these details. If you leave out the tracking link, Inaiy can add a link to its own Track your order page, which expires after a while for privacy.
How to confirm it worked
- Place a test order using your own phone number, such as ORD-1001 for a sample customer like Asha Rao.
- Move it to Ship order and add a sample courier and tracking number.
- Check your phone. The shipping update should arrive with the order number and tracking details, and the order's Shipping section should show them too.
Common mistakes
- No template chosen. Without a template, updates only reach customers who messaged you in the last 24 hours. Pick an approved template for every update you turn on.
- Skipping steps in the app. If you pack and ship without updating the order, no messages are sent. Update each order as it happens, or use bulk actions on the Orders page.
- Wrong tracking numbers. A typo sends the customer to the wrong parcel. Copy the number from the courier's booking and send yourself a test first.
Related guides
- Take orders and payments in chat with WhatsApp checkout.
- Keep products and stock right with the WhatsApp product catalog.
- Get your order templates approved with WhatsApp template approval.
Frequently asked questions
Do I need a template for WhatsApp order updates?
Only for customers who have not messaged you in the last 24 hours. Inside that window, Inaiy sends a normal message, which costs less. Outside it, WhatsApp allows only approved templates, which Meta charges for. Most shipping updates go out days after the order, so pick a template for each update.
Can customers track an order without a courier link?
Yes. When an order ships without a courier tracking link, Inaiy can include a link to its own Track your order page, which shows the shipment's progress from booked to delivered. These links expire after a while for privacy, so the customer may need a fresh update for a late check.
Can I update many orders at once?
Yes. On the Orders page, tick the orders you want, or use Select page, then choose Mark packed, Mark shipped, or Mark delivered from the bulk actions. Each order moves to the next step and sends its update if that notification is switched on in Customer notifications.
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