D2C & e-commerce
WhatsApp for D2C and e-commerce brands.
Your customers already reply on WhatsApp. Use it for the whole order: the cart they left, the COD order you need to confirm, the delivery update, and the question they ask after it arrives.
What does Baat do for D2C and e-commerce brands?
For a D2C or e-commerce brand, Baat is the WhatsApp side of the store. It connects to Shopify, sends cart reminders, COD confirmations and delivery updates on its own, lets customers browse products and pay inside the chat, and puts every reply in one shared inbox for your team.
An online brand in India loses money in the gaps between the website and the doorstep. A shopper fills a cart and leaves. A cash-on-delivery order ships to someone who never meant to buy, and comes back as an RTO with two courier charges. A customer asks "where is my order?" on Instagram, email and the phone, and three people answer, or nobody does. Email and SMS reach these customers but rarely start a conversation. WhatsApp does, and it is the app they open many times a day.
How do D2C and e-commerce brands use WhatsApp?
Each of these runs on Baat today. Open one to see how it works.
Use case
Bring back shoppers who left a cart
A reminder goes out on WhatsApp with the products they left, and a second one later if they do not come back. Replies reach your team, so a question about size or delivery does not end the sale.
Use case
Confirm COD orders before they ship
Every cash-on-delivery order gets a message asking the customer to confirm. Orders nobody confirms can be held back, so you ship fewer parcels that come back as RTO.
Product
Send order and delivery updates
Order confirmation, dispatch and delivery messages go out from your store's own events, with a tracking link. Customers stop asking where the parcel is, and the ones who do reply land in your inbox.
Product
Show products from your store in the chat
Product names, images and prices come from your Shopify store, so a message can show the exact item a customer looked at. Customers can browse your catalogue and pay without leaving WhatsApp.
Use case
Announce sales to people who opted in
Send a sale or a new drop as a broadcast to a segment, such as past buyers or one city. Questions that come back are answered in the same thread.
Use case
Answer routine questions at any hour
An AI agent trained on your policies answers questions about sizes, returns and delivery times, and hands the conversation to a person when it should.
Example conversation
One thread from cart to doorstep.
This is how a cart reminder turns into an order. The same thread then carries the COD confirmation and the delivery update, so the customer never has to look for you.
- Shopify Integration: Orders, carts and customers sync from your store, so every message can name the right product and the right order.
- Journey Builder: Cart reminders and COD confirmations run on their own, with delays and branches you set once.
- Shared Inbox: Every reply from every campaign lands in one inbox, so the whole team sees the full history of each customer.
Neha Gupta Online
- Hi Neha, you left the linen kurta in size M in your cart. It is still in stock. Want us to keep it for you? 7:42 PM
- Yes, but will it reach Pune by Saturday? 7:50 PM
- Orders placed tonight usually reach Pune in 2 to 3 days. You can pay here in the chat, or choose cash on delivery. 7:51 PM
- Cash on delivery please. 7:53 PM
- Done. Please tap Confirm on the next message so we can ship your COD order today. 7:53 PM
An example. The people in it are made up.
Automation
COD orders confirm themselves.
A journey starts when a COD order is placed. It asks the customer to confirm, waits, reminds them once, and only then flags the order for your team. You set the timing once.
- COD order placed on your Shopify store
- Ask the customer to confirm or cancel
- Wait 6 hours for a reply
- Send one reminder if there is no reply
Confirmed?
YesRelease for shipping
NoHold and alert the team
Why do Indian online brands move to WhatsApp?
Because it is where the customer already is. Most Indian shoppers check WhatsApp many times a day, and they reply to it. Email from a brand is easy to ignore, and an SMS cannot start a conversation. A WhatsApp message can. The customer can ask a question, and a person or an AI agent can answer it in the same thread.
For a D2C brand this matters most at three moments. The first is when a shopper leaves a cart. The second is when a COD order needs a real “yes” before it ships. The third is after delivery, when a happy customer can be asked for a review or a second order.
What should a brand automate first?
Start with the message that saves the most money. For many brands that sell on cash on delivery, that is COD confirmation. An order that nobody confirms is often an order that comes back. Holding it costs nothing, while shipping it costs two courier charges.
Next, set up cart reminders. They need a Shopify store connected, because the reminder uses the cart’s real contents. Then add order and delivery updates, which cut the “where is my order?” questions your team answers by hand.
Broadcasts come last, and only to people who opted in. A sale message to a list that never agreed is the fastest way to get a number limited.
How does selling inside the chat work?
Customers can browse your catalogue and pay without leaving WhatsApp. This works best for questions that are close to a decision. “Does this come in blue?” can turn into a paid order in the same conversation, without sending the customer back to a website they had already left.
What does the team see?
Everything lands in one shared inbox: replies to cart reminders, COD confirmations, delivery questions and campaign replies. Each conversation can be assigned to one person, so two agents never answer the same customer. Notes and the full order history sit beside the chat, which means whoever picks it up next does not have to ask the customer to repeat themselves.
Works with the tools you already use.
-
Shopify
Sync orders, carts and customers.
Questions D2C and e-commerce brands ask about WhatsApp
Does Baat work with my Shopify store?
Yes. The Shopify integration installs from the app listing and brings in orders, carts and customers. Messages can then name the exact product and order, and journeys can start from store events such as a new COD order.
My store is not on Shopify. Can I still use Baat?
Yes. The shared inbox, broadcasts and journeys work without a store connected. Shopify is the store platform Baat connects to today, so automations based on store events, such as cart reminders, need a Shopify store.
Can customers pay inside WhatsApp?
Yes. Customers in India can browse your catalogue and pay inside the chat, so a question about a product can end in a paid order in the same conversation. Book a demo to see how payment is set up for your business.
Can I send a WhatsApp message to every customer on my list?
Only to customers who agreed to receive WhatsApp messages from you. Meta requires opt-in before you message anyone, and broadcasts to people who did not agree get blocked and reported, which can limit your number.
How much does each WhatsApp message cost?
Meta charges per message, and the rate depends on the category, such as marketing or utility. Baat's plans and the current message rates for India are on the pricing page, so check there rather than relying on an old figure.
Read next
Article
Abandoned cart recovery on Shopify with WhatsApp
How to send WhatsApp cart reminders from a Shopify store — the setup, the opt-in rules, what each message costs, and a three-step sequence that recovers orders without getting your number blocked.
Article
What counts as opt-in on WhatsApp
Meta requires opt-in before you message anyone on WhatsApp. Here is what a valid opt-in must say, where you can collect it, and what it costs you to get this wrong.
Guide
Connecting Shopify to Baat
Link your Shopify store to Baat to send order, shipping and abandoned-cart messages on WhatsApp.
Page
Plans and pricing
See it working for your business.
Start a free trial, or book a demo and we will walk you through your own workflow.