Use the conversation to agree the order, then keep a separate order record your team can reliably update.
1. Confirm the details before calling it an order
A customer may ask for the price on Monday, change the colour on Tuesday and send an address on Wednesday. Before packing anything, send one summary with the final product, quantity, price and delivery arrangement.
For services, confirm the job, appointment or event details instead of product sizes and colours. Do not treat a price enquiry as a confirmed order. Give the customer a clear point at which they can approve the details.
Hello [name], please confirm your order: [items and quantities], total [amount], with [delivery charge or collection arrangement]. Delivery is planned for [date] to [agreed location]. Please confirm these details before we proceed.
2. Keep the customer and order details together
Create or update the customer’s record using details they have provided. Search existing records first, especially if the customer uses a different display name in WhatsApp. This reduces duplicate customers and missing payment history.
Give the order a reference and save its agreed details outside the chat. Keep only information needed to fulfil and support the order, and limit access to the people who need it. A useful record should help the next team member understand the order without reading weeks of personal conversation.
3. Check stock and payment separately
Confirm that the requested product or service slot is available. If an alternative is needed, ask the customer before making the substitution. Record any change in price or timing with the order.
Check payment against the receiving account or trusted provider record. Save part payments as part payments, with the remaining balance visible. A transfer screenshot does not replace checking that the money arrived. Avoid recording the same payment twice when two team members see the alert.
4. Give each order a clear next step
Use a few understandable stages your team can apply consistently. An enquiry needs clarification; a confirmed order needs preparation; an order ready for collection needs a customer update. Assign one person to the next step.
Keep dispatch and delivery distinct. Handing a parcel to a rider does not prove the customer received it. Save the tracking or handoff details and check the final outcome before closing the order.
| Question | What to record |
|---|---|
| What was agreed? | Items, quantities and total |
| What has been paid? | Confirmed payments and balance |
| What happens next? | Next action and owner |
| When is it due? | Agreed delivery or collection date |
5. Review open orders and customer updates
Before closing for the day, review orders waiting for payment, preparation, customer approval or delivery. Tell customers about changes that affect them. At a team handover, use the order record to explain the next step.
Keep a record of agreed refunds, cancellations and complaints instead of deleting the original order. The aim is a clear history of what happened so you can resolve a question fairly when the customer returns.
- Final order details confirmed
- Customer record checked for duplicates
- Availability and payment checked
- Next action assigned with a date
- Customer updated and delivery outcome recorded
Putting it into practice with Asiord
You can manually record customers, orders, payments and delivery details in Asiord even when the enquiry began in WhatsApp. The direct WhatsApp inbox connection is awaiting the required Meta approvals and is not generally available yet. This guide does not require that connection.
See how Asiord worksPrepared by Asiord with AI assistance and checked against the current product implementation. Examples are fictional. Adapt the steps to your business and agreed customer terms.
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