Monday, October 12, 2026

WhatsApp Business | Turn Your Product Catalog into a Reliable Order Workflow



You do not need to build a complete e-commerce website

before you can begin selling online. If your customers already communicate with you on WhatsApp, you can use WhatsApp Business to present products, answer enquiries, receive order requests, and guide customers through the buying process.

But there is a difference between occasionally selling through chats and operating a reliable digital commerce system.

A seller who posts products on Status, replies to every enquiry manually, searches through old messages for order details, and confirms payments from screenshots can easily lose track of customers and orders. A better system connects your product catalog, customer conversations, payment verification, order records, and delivery process.

In this practical chapter, you will build that system step by step using WhatsApp Business and Google Sheets. You will use a fictional business called ABC Furniture as your example, but the workflow can also be adapted for fashion, electronics, food, beauty products, household goods, and many other businesses.

By the end, you will know how to create a catalog, publish product information, share products with customers, process enquiries, track orders, verify payments, and record deliveries.

1. Understand what you are building

WhatsApp Business is a business communication application with tools that can support selling. Its catalog allows you to display products or services on your business profile and share individual items or a collection with customers.

However, a catalog is not the same as a complete online store.

Depending on your account, region, and available integrations, customers may still need to discuss an order with you, confirm availability, arrange delivery, and pay through a separate payment method.

Our system will connect five activities:

  1. Product discovery: Customers see your products in a catalog, Status update, or shared link.
  2. Enquiry: Customers contact you about an item.
  3. Order confirmation: You confirm the product, quantity, price, availability, and delivery details.
  4. Payment verification: You verify that the money has actually arrived through the agreed payment channel.
  5. Fulfilment: You prepare, dispatch, deliver, and record the order.

For this tutorial, assume ABC Furniture sells chairs and tables. A customer wants to buy two chairs.

The seller needs to know which chairs the customer selected, whether two are available, the agreed price, the delivery cost, whether payment has arrived, and whether the items have been delivered.

WhatsApp handles the customer conversation. Google Sheets will serve as the order register. Your bank or payment provider will provide the authoritative payment record.

This separation matters: a customer message is not an order record, and a payment screenshot is not proof that money has arrived.

2. Prepare your business information before opening the app

Before you create your catalog, gather the information customers need to make a buying decision.

For each product, prepare:

  • Product name.
  • Clear, genuine photographs.
  • Description and important specifications.
  • Current selling price, where catalog pricing is available.
  • Product code or SKU, if you use one.
  • Current stock or availability information.
  • Delivery arrangements.
  • Relevant warranty, return, or refund conditions.

For example:

Product: ABC Dining Chair

Code: ABC-CHAIR-001

Description: Wooden dining chair with a cushioned seat. Available in the listed finishes, subject to confirmation.

Price: Enter your actual selling price.

Availability: Confirm before accepting an order.

Do not invent stock, specifications, product origins, discounts, or delivery promises. If a product is made to order, say so. If a price depends on size, material, or location, explain how the final price will be determined.

Photograph products properly

Use photographs that accurately represent what you sell. Show important details, colours, dimensions, packaging, or variations where relevant.

If you use a phone camera:

  1. Clean the camera lens.
  2. Photograph the item in good lighting.
  3. Use a simple background where possible.
  4. Capture the product from useful angles.
  5. Review the photographs before uploading them.
  6. Avoid filters that misrepresent the product's colour or condition.

For furniture, include dimensions and material information in the description. A customer buying a chair needs more than a photograph of its appearance.

3. Set up your WhatsApp Business profile

If you already have a properly configured WhatsApp Business account, review it before creating your catalog. Otherwise, install the official WhatsApp Business app from your device's app store.

If you use WhatsApp Messenger for personal communication, read the application's current guidance before registering or migrating a number. Do not assume that registering a number will preserve every aspect of your existing setup without changes.

Step 1: Open WhatsApp Business

  1. Open the WhatsApp Business app.
  2. Complete the registration or sign-in process shown on your device.
  3. Confirm that you are using the intended business number.
  4. Allow only the permissions needed for features you want to use, such as selecting photographs from your device.

Step 2: Open your business profile

  1. Open WhatsApp Business.
  2. On many Android versions, tap the three-dot menu in the upper-right corner.
  3. Select Settings.
  4. Open Business tools or your business profile controls, depending on the version.
  5. Open Business profile if the option appears.

On some versions, your profile may be accessible by tapping your profile picture or through a dedicated business-tools area.

Step 3: Complete the profile

Add the information available in your version of the app:

  • Business name.
  • Business category.
  • Business description.
  • Business address, if applicable.
  • Business hours.
  • Business email or website, if available.

For ABC Furniture, a suitable description might be:

ABC Furniture makes and supplies furniture for homes and offices. Contact us to confirm available designs, specifications, pricing, and delivery options.

Use your real business information. Do not claim to have a showroom, registration, certification, or warranty that you cannot substantiate.

Step 4: Verify the result

Return to your business profile and inspect it as a customer might.

Check that the name is correct, the description is clear, the contact information is accurate, and the business hours reflect when you can realistically respond.

A complete profile helps customers understand who they are dealing with, but it does not automatically guarantee trust. Your conduct, product accuracy, payment practices, and fulfilment record matter just as much.

4. Create your first product catalog

Now you will add an item to your catalog.

WhatsApp's catalog instructions vary slightly across Android, iPhone, and other supported interfaces. The following walkthrough focuses on Android, with alternative navigation where relevant.

Step 1: Open the catalog

  1. Open WhatsApp Business.
  2. Look for Tools or Business tools.
  3. Tap Catalog.

On some versions, the catalog can be reached through Settings → Business tools → Catalog. On other versions, the tools area is a dedicated tab.

If you cannot find Catalog, check that you installed WhatsApp Business rather than the standard WhatsApp Messenger app. Consult the official Help Center if your interface differs.

Step 2: Add a product

  1. Open Catalog.
  2. Tap Add new item.
  3. Select the option to add photographs or videos.
  4. Choose the product photographs from your device's media library.
  5. Select the photographs you want to use and continue.
  6. Enter the product name.

WhatsApp's official catalog guidance currently describes support for multiple images or videos per item, with limits depending on the media type and interface. Follow the limits displayed in your app.

Step 3: Complete the product information

Fill in the fields available to you. These may include:

  • Product or service name.
  • Country of origin.
  • Price.
  • Description.
  • Website link.
  • Product code.

WhatsApp's current catalog guidance states that a country of origin must be selected when adding or editing an item. Price availability can vary by country, so do not assume that every account can display a price field.

If a required field appears, complete it accurately. For example, the country of origin refers to where the item was made or produced, not simply where your business is located.

For a product made by your business, use the appropriate origin information. If you resell an item, use the item's actual origin rather than guessing.

Step 4: Save the item

Review the information before saving or submitting the product.

Check that:

  • The photographs show the correct item.
  • The product name is understandable.
  • The description is accurate.
  • The price, if shown, is correct.
  • The product code matches your own records.
  • The required fields have been completed.

Save or submit the item using the control shown in your app.

Catalog items may be subject to WhatsApp's commerce policies and review processes. A submitted item may not become visible immediately, and certain products or services may be restricted.

Step 5: Verify the result

Return to the catalog and open the product.

Check that the product appears and that the displayed information is correct. If it is pending review or unavailable, investigate the status before sharing it with customers.

For current instructions, consult WhatsApp's official catalog creation and maintenance guide.

5. Build a catalog customers can actually use

Adding products is only the beginning. A poorly maintained catalog can create more enquiries than sales because customers cannot determine what you sell, how products differ, or whether an item is available.

Give products distinct names

Avoid naming every item Chair, Table, or Product 1.

Use names that help customers distinguish items.

Examples:

  • ABC Dining Chair — Wooden Frame.
  • ABC Dining Chair — Upholstered Seat.
  • ABC Office Desk — Compact Model.
  • ABC Office Desk — Executive Model.

Use product codes in your internal records when you have multiple variants or similar items.

Write descriptions that answer buying questions

For furniture, useful details might include:

  • Dimensions.
  • Material.
  • Colour or finish.
  • Assembly requirements.
  • Intended use.
  • Available variants.
  • Warranty conditions, if genuinely offered.
  • Whether the item is in stock or made to order.

For clothing, customers may need sizes and fabric details. For food, relevant information may include portion sizes, ingredients, storage, and collection times. The required details depend on the product.

Avoid unsupported claims

Do not use claims such as “best in Nigeria,” “guaranteed to last forever,” or “lowest price anywhere” without evidence and appropriate qualifications.

Accurate descriptions reduce disputes, returns, and wasted time.

Create a maintenance routine

Whenever prices, availability, or product specifications change:

  1. Open WhatsApp Business.
  2. Navigate to Catalog.
  3. Open the relevant item.
  4. Use the edit control or More menu.
  5. Update the available fields.
  6. Save the changes.
  7. Reopen the item and check the result.

If a product is no longer available, remove it from the catalog or update its status using the options available to you. Do not leave an old price displayed simply because you have not had time to update it.

Business rule: A catalog is a customer-facing source of product information. Treat its accuracy as part of your sales process.

6. Share your catalog and individual products

A catalog is more useful when customers can discover it.

WhatsApp Business provides ways to share catalog links and individual products. The exact controls differ by device and app version.

Share your catalog with a customer

  1. Open WhatsApp Business.
  2. Open Catalog through the available business tools.
  3. Find the catalog-sharing option.
  4. Select the option to share or copy the catalog link, if available.
  5. Choose the customer or communication channel.
  6. Review your message.
  7. Send it.

Some versions also allow catalog sharing from within a chat. WhatsApp's official sharing instructions describe a route through the chat attachment controls and the shopping or catalog option.

For a computer or other supported interface, consult the Help Center for the corresponding steps.

Share one product in a chat

  1. Open the customer's conversation.
  2. Tap the attachment or add control.
  3. Select the catalog or shopping option if it appears.
  4. Select the product you want to share.
  5. Confirm the selection.
  6. Send the product card or link.

If the option is not present in your version, open the catalog and use its available sharing controls instead.

Write a useful introduction

Do not send a catalog link without explaining what the customer will find.

For example:

Hello! Thank you for your interest in ABC Furniture. Here is our product catalog. Please tell us which item you are interested in, and we will confirm the current price, availability, and delivery options before you order.

This message sets the correct expectation: viewing a product does not necessarily confirm that it is in stock or that delivery is included.

Verify the link

Where practical, open the shared link using a separate browser session or another account. Confirm that it directs the recipient to the intended catalog or product.

If the link is not accessible, check its destination and the sharing options before sending it widely.

See WhatsApp's official guide to sharing products and catalogs.

7. Create a repeatable process for customer enquiries

When customers begin responding to your catalog, you need a consistent way to process enquiries.

Consider the following message:

I want two of the wooden dining chairs. How much will they cost, and can you deliver to my area?

Do not immediately promise a final price. First, confirm the product and the relevant details.

Use this enquiry checklist

  1. Identify the exact product and variant.
  2. Confirm the quantity.
  3. Check current stock or production availability.
  4. Confirm the selling price.
  5. Determine the delivery cost and estimated delivery time.
  6. Explain any conditions that affect the order.
  7. Send the customer a clear summary.
  8. Record the enquiry if it has become a genuine order opportunity.

A useful response might be:

Thank you for your interest. You have requested two ABC Dining Chairs — Wooden Frame. I will confirm current availability and delivery to your location, then send you the full order total before you make payment.

Once the details are confirmed, provide the actual price and delivery estimate.

Keep business communication organized

WhatsApp Business offers tools such as labels and quick replies in supported versions. They can help you manage conversations, but they do not replace a complete order register.

If labels are available in your version:

  1. Open the relevant customer chat.
  2. Open the chat's More menu or conversation information.
  3. Select Label chat or the equivalent option.
  4. Choose an appropriate existing label or create one if the option is available.
  5. Save the change.

You might use labels such as:

  • New Enquiry.
  • Awaiting Customer Confirmation.
  • Awaiting Payment.
  • Paid.
  • Processing.
  • Dispatched.
  • Completed.

Keep the label names short. The labels represent your internal workflow, not a verified payment record. If a customer sends a payment screenshot, do not mark the order Paid until you have verified the actual credit.

8. Build an order register in Google Sheets

WhatsApp conversations contain useful information, but a busy seller should not depend on scrolling through chats to discover which orders remain unpaid or undelivered.

A simple Google Sheets order register provides one place to track each order.

Step 1: Create the spreadsheet

On a computer:

  1. Open sheets.google.com.
  2. Sign in to the Google Account you intend to use.
  3. Create a Blank spreadsheet.
  4. Rename it ABC Furniture - Order Register.
  5. Enter the following column headings in the first row.

On Android, open the Google Sheets app, create a blank spreadsheet, and rename it. The exact menu placement may vary by version.

Step 2: Add the column headings

Use these columns:

Column Heading
A Order ID
B Order Date
C Customer
D Contact
E Product Code
F Product
G Quantity
H Unit Price
I Delivery Fee
J Total
K Payment Status
L Fulfilment Status
M Delivery Address or Area
N Notes

Enter the headings across the first row, beginning in cell A1.

Step 3: Enter a sample order

For practice, enter this fictional order in the second row:

  • Order ID: ABC-2026-001
  • Order Date: 2026-10-12
  • Customer: Sample Customer
  • Contact: Use a test contact or leave blank
  • Product Code: ABC-CHAIR-001
  • Product: ABC Dining Chair
  • Quantity: 2
  • Unit Price: Enter your illustrative unit price
  • Delivery Fee: Enter an illustrative fee
  • Total: Calculate from the quantity, price, and delivery fee.
  • Payment Status: Unpaid
  • Fulfilment Status: Awaiting Payment
  • Delivery Address or Area: Test Area
  • Notes: Practice order — do not dispatch

Do not use this example as a real price quotation. Enter figures appropriate to your own practice scenario.

Step 4: Calculate the order total

If Quantity is in G2, Unit Price is in H2, and Delivery Fee is in I2, select cell J2 and enter:

=G2*H2+I2

Press Enter or tap the confirmation control.

The formula calculates:

Total = Quantity × Unit Price + Delivery Fee

For example, if a customer orders two chairs at ₦25,000 each and delivery costs ₦3,000, the illustrative total is ₦53,000.

If your order includes discounts, taxes, installation, or other charges, adjust the formula to reflect the agreed transaction. Make sure the customer receives a clear breakdown.

Step 5: Verify the spreadsheet

Check that:

  • The order has a unique ID.
  • The quantity is correct.
  • The unit price matches the agreed price.
  • The delivery fee is accurate.
  • The total calculates correctly.
  • The payment and fulfilment statuses reflect the actual situation.

Do not mark an order Paid just because the customer has promised to pay.

Step 6: Protect customer information

Your order register may contain names, telephone numbers, addresses, and transaction details.

Restrict access to people who need it. Avoid sharing the entire register with customers, delivery contractors, or unrelated collaborators. Share only the necessary information for each task.

Keep a separate record of actual payment confirmations where appropriate, and follow applicable privacy and recordkeeping requirements.

9. Process an order from enquiry to confirmation

Now connect your catalog and order register.

Imagine a customer wants two chairs.

Step 1: Confirm the product

Ask which item and variant the customer wants. Confirm the quantity and check availability.

Step 2: Confirm the price

Check your current catalog and business records. If the catalog does not display a price or the price depends on a variant, give the customer the correct current quotation.

Step 3: Calculate delivery

Ask for the delivery area or address needed to estimate the delivery cost. Confirm whether delivery is included or charged separately.

Step 4: Send the order summary

Use a consistent format:

Order Summary

  • Order ID: ABC-2026-001
  • Product: ABC Dining Chair — Wooden Frame
  • Quantity: 2
  • Unit price: [confirmed amount]
  • Subtotal: [calculated amount]
  • Delivery: [confirmed amount]
  • Total due: [calculated amount]
  • Delivery area: [confirmed area]
  • Payment method: [agreed method]
  • Estimated delivery: [confirmed estimate]

Ask the customer to confirm the details before proceeding.

Step 5: Record the order

Add the confirmed order to Google Sheets. Assign a unique order ID and record the actual product, price, quantity, delivery cost, and status.

Step 6: Confirm availability of stock

Before accepting payment or making a delivery promise, verify that the product can be supplied within the agreed period.

If the item is made to order, state the production time and any deposit or milestone conditions clearly.

Step 7: Explain the payment process

Tell the customer how to pay, when payment is due, and how you will confirm receipt. Use a payment method you can reliably verify.

Do not send a customer a payment link unless it belongs to the intended business and the amount or terms are correct.

Step 8: Verify the order record

Check that the customer, item, quantity, total, and delivery details match the conversation.

The order is ready for the next stage only when the necessary details have been confirmed.

10. Accept payment without relying on screenshots

Payment handling is a critical part of online commerce. A fake payment alert or edited screenshot can cause a seller to release goods without receiving money.

If the customer pays by bank transfer

  1. Give the customer the correct business payment details through your agreed communication channel.
  2. Ask the customer to include the order reference where practical.
  3. Wait for the payment notification or check the receiving account directly.
  4. Open your bank's official app or another authoritative account channel.
  5. Confirm that the money has actually been credited.
  6. Check the amount and relevant transaction details.
  7. Record the confirmed payment in your order register.
  8. Change the payment status to Paid only when the payment has been verified.

A screenshot, receipt image, or message claiming that a transfer has been made is not enough by itself. A transfer may be pending, reversed, delayed, or fabricated.

Never share your banking password, PIN, one-time password, or other authentication secret with a customer.

If you use a payment gateway

A payment gateway may provide transaction records, notifications, and a dashboard.

Use the provider's official dashboard or another authoritative confirmation mechanism to verify the transaction. Match the transaction to the correct order and amount.

Check the provider's current fees, settlement terms, refund process, and account requirements before accepting payments through it.

Update the order register

After confirming the payment:

  1. Find the order in Google Sheets.
  2. Change Payment Status from Unpaid to Paid.
  3. Change Fulfilment Status to the next appropriate stage, such as Processing.
  4. Record the payment date or reference in the Notes column or another suitable field.
  5. Confirm that the order total and payment record agree.

Do not mark an order Paid if the amount is incomplete unless you have a documented partial-payment process. For deposits or instalments, record the amount received and the outstanding balance separately.

11. Prepare and deliver the order

Once the payment and order terms are confirmed, prepare the goods for delivery or collection.

Step 1: Check the order

Compare the items being prepared with the order register. Confirm product code, variant, quantity, and any special instructions.

Step 2: Inspect the goods

Check that the items match the agreed specification and are in acceptable condition.

For fragile or expensive products, take appropriate photographs before packing. These records can help establish the condition of the goods before dispatch.

Step 3: Confirm delivery arrangements

Agree on the delivery method, address, cost, and estimated time. If using a courier, confirm the booking and retain the relevant reference.

Do not promise delivery dates that your supplier or courier has not confirmed.

Step 4: Update the order register

Change Fulfilment Status to Ready for Dispatch or the appropriate stage.

Once the item has actually been handed to the courier, record the dispatch date and tracking reference where available. Do not mark the order Delivered before delivery has been confirmed.

Step 5: Notify the customer

Send a short message containing the relevant order reference and delivery update. Share only the information the customer needs.

Step 6: Confirm completion

After delivery or collection, obtain appropriate confirmation. Update the order register to Completed or Delivered, as applicable.

If a delivery fails, record the problem and agree on the next step rather than silently leaving the order marked complete.

12. Manage cancellations, returns, and disputes

Not every order will proceed smoothly. A customer may cancel, a product may be unavailable, or an item may arrive damaged.

Before accepting orders, establish clear and lawful policies covering:

  • When an order becomes binding.
  • Whether deposits are refundable.
  • How cancellations are handled.
  • What happens if stock becomes unavailable.
  • The process for reporting damaged or incorrect items.
  • Return, refund, and replacement conditions.
  • Who pays delivery costs in different circumstances.

Do not copy a policy from another seller without checking whether it fits your products and legal obligations.

Record a cancellation

  1. Open the relevant order in your register.
  2. Record the cancellation date.
  3. Change the fulfilment status to Cancelled.
  4. Record whether payment was received.
  5. If a refund is due, record its status separately.
  6. Keep the relevant customer communication and transaction reference.

A cancelled order is not necessarily a refunded order. Track these as separate events.

Handle a dispute

  1. Review the original order summary.
  2. Compare it with the payment and delivery records.
  3. Ask for relevant information without collecting unnecessary personal data.
  4. Record what happened.
  5. Follow your published policy and applicable consumer-protection rules.
  6. Update the order record when the matter is resolved.

Accurate records help you resolve disputes fairly and identify repeated problems in your process.

13. Share product updates without overwhelming customers

WhatsApp Status can help customers discover new products, restocks, and offers. But repeated, unclear promotions can damage trust.

Before publishing a product update:

  1. Confirm that the item is available or clearly label it as made to order.
  2. Use an accurate photograph.
  3. State the product name and important details.
  4. Include the current price if appropriate and available.
  5. Explain how customers can enquire or order.
  6. Make any important conditions clear.
  7. Review the post before publishing.

For example:

NEW ARRIVAL — ABC Dining Chair

Wooden frame with a cushioned seat. Contact us to confirm available finishes, current price, and delivery options.

To order, send the product name and quantity through our business chat.

Avoid false scarcity claims, fabricated discounts, and promises you cannot fulfil.

Respect customer preferences and applicable messaging rules. Do not add people to marketing lists or send unsolicited bulk messages in ways that violate platform rules or privacy requirements.

14. Know when WhatsApp Business is no longer enough

WhatsApp Business can be a practical starting point, but it has limits.

As order volume grows, manual conversations and spreadsheet updates can become difficult to manage. You may need a dedicated online store, inventory software, a customer relationship management system, a supported payment integration, or an order-management platform.

Consider a more structured system when:

  • Orders are regularly missed or duplicated.
  • Several staff members need to process the same orders.
  • Stock levels change frequently.
  • You need automatic payment and order reconciliation.
  • Customers need to check out without waiting for a conversation.
  • You need more detailed sales, inventory, and fulfilment reports.
  • Your current workflow creates unacceptable delays or errors.

Before subscribing to another service, calculate the cost of the platform, payment processing, delivery, support, and any necessary integrations. Verify that the service supports your country, currency, payment method, and business model.

A sophisticated store is not automatically better than a simple system. Choose the smallest system that reliably meets your current needs, while making sure you can upgrade when necessary.

15. Your practical assignment: Run a test order

You have learned how to create a catalog and connect it to an order workflow. Now practise the entire process before using it for real customers.

Use a test product and a trusted test participant. Do not make a real payment or dispatch real goods merely to complete the exercise.

Part A: Prepare the catalog

  • [ ] Review your business profile.
  • [ ] Add one test product with accurate details.
  • [ ] Check that the product appears correctly.
  • [ ] Share the product or catalog link with your test participant.
  • [ ] Confirm that the recipient can access the intended information.

Part B: Process the enquiry

  • [ ] Ask the test participant to enquire about the product.
  • [ ] Confirm the requested quantity and variant.
  • [ ] Prepare an order summary.
  • [ ] Create a unique order ID.
  • [ ] Enter the order in Google Sheets.
  • [ ] Check the total and delivery information.

Part C: Practise payment verification

  • [ ] Set the test order to Unpaid.
  • [ ] Explain the intended payment method to the test participant.
  • [ ] Do not change the status to Paid unless a real payment has actually been verified.
  • [ ] For a no-payment exercise, keep the order marked as a simulation or test.
  • [ ] Confirm that your register distinguishes unpaid, paid, and cancelled orders.

Part D: Complete the workflow

  • [ ] Review the order details.
  • [ ] Practise the status changes for processing, dispatch, and delivery.
  • [ ] Record a simulated cancellation or delivery problem.
  • [ ] Review your records for missing information.
  • [ ] Write down one improvement that would make your workflow more reliable.

When you can complete this exercise without losing track of the product, customer, payment status, or fulfilment stage, you have built the foundation of a repeatable commerce process.

Further reading

Use official documentation for current interface instructions and account-dependent features:

Platform interfaces, available features, product policies, and payment options can change. Check the current documentation for your device and country before relying on a feature in a live business.

Final lesson

Selling online is not simply about displaying products or attracting messages. A reliable commerce process connects product information, customer enquiries, order confirmation, verified payment, fulfilment, and recordkeeping.

WhatsApp Business can help you present products and communicate with customers. Google Sheets can give you a structured order register. Your payment provider or bank can confirm whether money has arrived. Your fulfilment process ensures that customers receive what they ordered.

Use each tool for the job it performs best, and make the handoffs between tools explicit.

The goal is to turn product interest into a correctly recorded, properly paid, successfully fulfilled order—not merely another chat in your inbox. 


Image: Mekari Qontak 

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