Order Management

How Orders Work in ShopKatalog

ShopKatalog uses a social commerce model where customers place orders directly through their preferred social platform. This means you receive orders via WhatsApp, Instagram DM, Facebook Messenger, or TikTok.

The Order Flow

Managing WhatsApp Orders

WhatsApp is the most popular checkout method. Here's how to handle WhatsApp orders effectively:

Setting Up WhatsApp Business

1. Download WhatsApp Business (separate from personal WhatsApp)
2. Set up your business profile with:
   • Business name
   • Business category
   • Business description
   • Business hours
   • Location (if you have a physical store)
3. Create quick replies for common questions
4. Set up automated greeting messages
5. Enable labels to organize conversations

Quick Replies You Should Set Up

Using Labels to Organize Orders

WhatsApp Business allows you to label conversations. Recommended labels:

• New Order: Just received, pending confirmation
• Confirmed: Order confirmed, awaiting payment
• Payment Received: Paid, ready to package
• Out for Delivery: Package sent
• Completed: Order delivered successfully
• Cancelled: Order cancelled

Managing Instagram Orders

Instagram DM orders are also common, especially if you promote products on Instagram.

Best Practices for Instagram Orders

• Respond quickly - Instagram users expect fast replies
• Use Instagram's Quick Replies feature for common questions
• Send product photos or videos if customers have questions
• Use voice messages to add a personal touch
• Save important messages (delivery address, payment confirmation)
• Star conversations with active orders for easy access

Order Tracking Tips

Keep track of all orders using a simple system:

Method 1: Spreadsheet

Create a Google Sheet or Excel file with these columns:

• Order Date
• Customer Name
• Contact (Phone/Instagram handle)
• Products Ordered
• Total Amount
• Payment Status (Pending/Paid)
• Delivery Status (Processing/Shipped/Delivered)
• Notes

Method 2: Notebook

For smaller operations, a dedicated notebook works well:

• Dedicate one page per order
• Write order details clearly
• Check off items as you process them
• Keep a running total of daily sales

Method 3: Order Management Apps

Consider using apps designed for small businesses:

• Notion (free, highly customizable)
• Trello (visual board system)
• Google Keep (simple and quick)
• Airtable (powerful database features)

Payment Processing

You have full flexibility in how you accept payments:

Handling Difficult Situations

Customer Doesn't Respond After Ordering

1. Wait 2-4 hours before following up
2. Send a polite reminder about the order
3. If no response after 24 hours, send final reminder
4. After 48 hours with no response, mark as cancelled

Product Out of Stock After Order

1. Immediately inform the customer
2. Apologize for the inconvenience
3. Offer alternatives:
   • Similar product in stock
   • Wait for restock (provide timeline)
   • Full refund
4. Consider offering a small discount for the inconvenience

Customer Wants to Cancel Order

• Before payment: Simply confirm cancellation
• After payment, before shipping: Process refund promptly
• After shipping: Explain return/exchange policy
• Always be understanding and professional

Delivery Issues

• Keep customers updated on delivery status
• Provide tracking numbers when available
• If delayed, inform customer immediately
• Work with your delivery service to resolve issues quickly
• Consider compensation for significant delays

Building Customer Loyalty

Next Steps