How orders are created from conversations

The assistant builds the order during the conversation: it finds what the customer wants, fills a basket, sorts out collection or delivery, creates the order and sends a payment link, using your catalogue, stock and settings.

From conversation to order

1. The customer asks for something. The assistant searches the products that are on sale at the customer's shop and checks the price and stock.
2. A basket takes shape. Items the customer wants go into a basket. Baskets in progress are listed on the Carts page.
3. Collection or delivery. The assistant offers the options available at that shop. Collection needs no address; delivery needs the customer's delivery address.
4. The order is created. Hapro checks prices and stock again at this point, and will not place an order at an out-of-date price.
5. The customer pays. The assistant sends a secure payment link by text message or WhatsApp. When the payment goes through, the order's status changes to Confirmed and its payment status to Paid. See How payment links work.

Setting collection and delivery

Whether customers can collect from a shop, or have orders delivered from it, is set for each shop in the guided setup. Open Settings → Setup, go to Your shop, and tick Customers can collect from here, We deliver from here, or both.

Viewing an order

Open Orders and select an order to see:

• Items, showing what was ordered and the prices;
• Order, with the customer, where the order came from and which location it belongs to;
• Delivery address and Billing address, where there are any;
• Payment attempts, listing each time the customer was sent to pay and what happened;
• History, with each change of status and its time.

Changing or cancelling an order

The dashboard does not currently have buttons to edit, cancel or refund an order. If a customer needs a change, they can ask the assistant for a person, and a member of your team can take over the conversation and sort it out with them.