❓ Questions people ask

Ecommerce chatbot questions: cart recovery, COD confirmation and order tracking

Updated 2026-09-19 · 6 min read · By the Convo360 team

In short

An ecommerce chatbot for WhatsApp answers order, shipping and cash-on-delivery questions automatically, recovering abandoned carts with a reminder and payment link, confirming COD orders by voice or message, and tracking orders using data pulled from Shopify, WooCommerce or a spreadsheet. On Convo360 you build this with no-code Flow Builder blocks and pay only your own WhatsApp and payment provider costs.

Key takeaways

Abandoned cart reminders use a Webhook trigger plus a Razorpay payment link, not just a generic message.
COD orders can be confirmed by an automated WhatsApp message or an AI voice call before dispatch.
Order tracking replies pull live status from Shopify, WooCommerce or Google Sheets via the Flow Builder.
Shopify and WooCommerce connect through Webhook and HTTP/API request blocks; there is no dedicated app to install.
Everything is built without code, and BYOK pricing means no per-message markup on WhatsApp or payments.

Cart recovery and order updates

Can a chatbot recover abandoned carts on WhatsApp?

Yes. When a shopper adds items to a cart but doesn't check out, a webhook from your store can trigger a WhatsApp reminder with the product image and a direct payment link. On Convo360 this is built in the Flow Builder using a Webhook trigger, Send Media and a Razorpay payment link block. See our guide on abandoned cart recovery on WhatsApp.

Can I send order status updates automatically?

Yes. Connect your store's order events (placed, shipped, out for delivery, delivered) to a Convo360 flow using a Webhook or HTTP/API request block, then use Send Template to notify the customer automatically at each stage. No manual follow-up is needed once the templates are approved by Meta.

Can the bot upsell related products?

Yes. After an order confirmation or delivery update, a flow can show a Carousel of related products or send a catalogue image with Send Media, then use Buttons so the customer can add an item and get a payment link, all inside the same conversation.

How does an abandoned cart WhatsApp reminder actually work end to end?

Your store sends an event (cart created but not completed) to Convo360 via a Webhook or HTTP/API request block. The flow uses a Wait/Delay step, then sends a WhatsApp template with the item name and a Razorpay payment link. If the customer replies, a Condition block can route them to help or checkout.

COD confirmation and verification calls

How does a COD order confirmation call or message work?

For cash-on-delivery orders, a flow can trigger an outbound AI voice call or a WhatsApp template asking the customer to confirm the order, address and pincode before it ships. Buttons or a DTMF menu let the customer confirm, cancel, or convert to prepaid. See our COD confirmation calls guide.

Does an ecommerce chatbot support COD verification calls?

Yes. Convo360's voice blocks (gather, DTMF menu, transfer) let you build an automated COD verification call that reads back the order and asks the customer to press a key to confirm. Calls run through your own Exotel, Plivo, Twilio or SIP account, so you pay the telephony provider directly.

Can the bot send payment links for COD-to-prepaid conversion?

Yes. During a WhatsApp confirmation or a voice call, the flow can offer a reason to pay online instead of cash on delivery, then send a Razorpay payment link block. Once payment is detected, a payment-event trigger can move the order flow to the next step automatically.

Order tracking, returns and reviews

Can customers track their order via WhatsApp?

Yes. A customer can type 'where is my order' and the bot looks up the order using an HTTP/API request or Google Sheets block connected to your store, then replies with the current status and expected delivery date. See our order tracking notifications playbook.

Is there a ready-made order tracking bot for 'order kahan hai' type questions?

Yes. The Template Store includes ready-made agents you can adapt for order tracking, and the underlying flow uses AI Reply plus an HTTP/API or Google Sheets lookup so the bot understands 'order kahan hai' or 'where is my order' and answers with real status, not a generic reply.

Can the bot handle returns and exchange queries?

Yes. An AI agent with a knowledge base can answer policy questions such as the return window, condition of goods and refund timeline directly, and a flow can collect the order number and reason using Ask a Question steps, then log it as a CRM lead for your team to action.

Can the bot collect reviews after delivery?

Yes. Once a delivery-confirmed event arrives via webhook, a Wait/Delay step can pause for a day, then send a WhatsApp template asking for a rating with Buttons, or a link to your review page. Replies can be saved to CRM or forwarded to your team.

Shopify, WooCommerce and catalogue integrations

Does the bot integrate with Shopify?

Convo360 connects to Shopify through Webhook and HTTP/API request blocks in the Flow Builder. Your store sends order and cart events to Convo360, and Convo360 can call Shopify's API to fetch order status. There isn't a one-click Shopify app; the connection is built with these no-code blocks.

Is there a WooCommerce WhatsApp integration?

Yes, in the same way as Shopify. WooCommerce can send order events to Convo360 via a Webhook block, and a flow can call back to your store's REST API using the HTTP/API request block for live order lookups and stock checks.

Can the bot send product catalogues?

Yes. Use the Carousel block to show multiple products with images and prices, or Send Media for a single catalogue image or PDF. Combine it with Buttons so customers can ask for more details or get a payment link for the item they want.

Is there a WhatsApp widget for checkout pages?

You can add a floating website chat widget with an 'Enquire' form to your checkout or product pages, so a shopper stuck on a payment or shipping question can message you on WhatsApp or web chat without leaving the page.

Building it on Convo360

How does the bot connect to my store's order data?

Three no-code options in the Flow Builder: an HTTP/API request block to call your store's REST API directly, a Webhook block to receive events such as order placed, shipped and delivered as they happen, or a Google Sheets block if you track orders in a spreadsheet.

What exactly is an ecommerce chatbot and do I need one?

An ecommerce chatbot is an automated WhatsApp or website assistant that answers order, shipping and product questions, confirms COD orders and nudges abandoned carts, so your team only handles exceptions. If you get repeated 'where is my order' or COD confirmation calls, a chatbot reduces that manual load.

Does it work for festive sale campaigns like Diwali or Republic Day sales?

Yes. Use WhatsApp Studio to create and get Meta approval for a sale template, then run a broadcast to your contact groups with retry handling. A flow can answer FAQs about the sale, apply Condition blocks for offers, and send Razorpay payment links for quick checkout during the rush.

Do I need to know how to code to set this up?

No. The Flow Builder is drag-and-drop — you connect blocks like Webhook, HTTP/API request, Send Template and Condition visually, without writing code. A JavaScript block exists for advanced logic if you want it, but it's optional, not required to build a working ecommerce flow.

How much does an ecommerce chatbot cost in India?

Convo360's Pro plan is ₹2,999/month (excluding GST) for 3 workspaces, AI voice calls and all integrations, or Starter at ₹999/month for WhatsApp and web chat with the flow builder. It's BYOK, so you pay your own WhatsApp, AI and payment provider costs directly with no per-message markup. See pricing.

Example conversation

Mera order kab tak aayega? Order ID #A4521

Checking now — your order #A4521 (Kurta Set, size M) shipped yesterday via Delhivery and is expected by tomorrow evening in Pune. Want me to send the live tracking link?

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Frequently asked questions

Can a chatbot recover abandoned carts on WhatsApp?

Yes. When a shopper adds items to a cart but doesn't check out, a webhook from your store can trigger a WhatsApp reminder with the product image and a direct payment link, built in the Flow Builder using a Webhook trigger, Send Media and a Razorpay payment link block.

Can I send order status updates automatically?

Can the bot upsell related products?

How does an abandoned cart WhatsApp reminder actually work end to end?

How does a COD order confirmation call or message work?

For cash-on-delivery orders, a flow can trigger an outbound AI voice call or a WhatsApp template asking the customer to confirm the order, address and pincode before it ships, with buttons or a DTMF menu to confirm, cancel or convert to prepaid.

Does an ecommerce chatbot support COD verification calls?

Yes. Convo360's voice blocks (gather, DTMF menu, transfer) let you build an automated COD verification call that reads back the order and asks the customer to press a key to confirm, run through your own Exotel, Plivo, Twilio or SIP account.

Can the bot send payment links for COD-to-prepaid conversion?

Yes. During a WhatsApp confirmation or a voice call, the flow can offer a reason to pay online instead of cash on delivery, then send a Razorpay payment link block, with a payment-event trigger moving the order to the next step automatically.

Can customers track their order via WhatsApp?

Is there a ready-made order tracking bot for 'order kahan hai' type questions?

Yes. The Template Store includes ready-made agents you can adapt for order tracking, using AI Reply plus an HTTP/API or Google Sheets lookup so the bot understands 'order kahan hai' or 'where is my order' and answers with real status.

Can the bot handle returns and exchange queries?

Can the bot collect reviews after delivery?

Does the bot integrate with Shopify?

Convo360 connects to Shopify through Webhook and HTTP/API request blocks in the Flow Builder — your store sends order and cart events to Convo360, and Convo360 can call Shopify's API to fetch order status, with no one-click app required.

Is there a WooCommerce WhatsApp integration?

Can the bot send product catalogues?

Yes. Use the Carousel block to show multiple products with images and prices, or Send Media for a single catalogue image or PDF, combined with Buttons so customers can ask for details or get a payment link.

Is there a WhatsApp widget for checkout pages?

How does the bot connect to my store's order data?

Three no-code options in the Flow Builder: an HTTP/API request block to call your store's REST API directly, a Webhook block to receive events such as order placed, shipped and delivered, or a Google Sheets block if you track orders in a spreadsheet.

What exactly is an ecommerce chatbot and do I need one?

Does it work for festive sale campaigns like Diwali or Republic Day sales?

Yes. Use WhatsApp Studio to create and get Meta approval for a sale template, then run a broadcast to your contact groups with retry handling, while a flow answers FAQs and sends Razorpay payment links for quick checkout.

Do I need to know how to code to set this up?

How much does an ecommerce chatbot cost in India?

Convo360's Pro plan is ₹2,999/month (excluding GST) for 3 workspaces, AI voice calls and all integrations, or Starter at ₹999/month for WhatsApp and web chat. It's BYOK, so you pay your own provider costs directly with no per-message markup.