From a Shopee order to a WhatsApp repeat sale, step by step
A step-by-step flow for moving repeat customers from a marketplace order to a WhatsApp channel you own, with the costs and marketplace rules to check first.
The flow below adds a WhatsApp channel for customers who already bought from you on a marketplace. It does not replace the marketplace, and it does not move all your sales. Read the notes at the end before you start.
The flow
- The order arrives on Shopee. The customer buys as usual. Shopee stays your store for that order.
- A QR code or card goes in the parcel. It opens a WhatsApp chat with your number, with a pre-filled message. See how to create a WhatsApp link and QR code.
- The customer reaches you on WhatsApp. The reason can be a short survey, a question or a complaint. The customer starts the chat, so the conversation has a clear starting point.
- The conversation syncs to bitCRM. The chat is recorded on a customer record in bitCRM, keyed by their WhatsApp number, so your team and the AI agent see the same history.
- You follow up in stages. Segment the customers who opted in and send campaigns in steps, for example a thank-you first and a relevant offer later. Use approved templates where WhatsApp requires them.
- The customer shops on WhatsApp. When they are ready to reorder, the AI agent answers from your catalog, builds the cart and sends a payment link in the same thread.
Costs that still apply
- WhatsApp message fees. Meta bills per delivered message, by category and country. bitbybit passes these through at Meta’s published rates with no markup.
- Payment gateway fees. Payments go through your gateway, such as Xendit or DOKU, and its fees apply.
- Your bitbybit plan. See pricing for plans and AI allowances.
Check before you start
- Marketplace rules. Rules on parcel inserts and contacting buyers outside the marketplace differ by marketplace and change over time. Check the current seller rules for each marketplace you sell on.
- Consent. Follow up only with customers who started a chat or opted in, and respect opt-outs.
- Scope. This flow is for repeat and loyal customers. It is not a plan to move all your sales off the marketplace.
Frequently asked questions
Does this move my sales off Shopee?
No. The flow adds WhatsApp as a channel you own, mainly for customers who already bought from you. Your marketplace store keeps running.
Can I put a QR code or card in a Shopee parcel?
Marketplace rules on parcel inserts and off-platform contact differ and change. Check the current seller rules for each marketplace before you add an insert.
What costs still apply?
WhatsApp message fees at Meta's published rates, your payment gateway's fees, and your bitbybit plan. bitbybit does not mark up Meta's fees.
Do I need to message every customer?
No. Follow up only with customers who chose to start a chat or opted in, and use approved templates where WhatsApp requires them.
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