FAQ
Common questions about OrderPing, answered in one line each. Click through if you want more.
Setup
Do I need a verified Meta Business account?
You need a WhatsApp Business Account in Meta Business Suite. Meta’s full business verification isn’t required to start, but it raises your messaging limits significantly once done.
Can I use my personal WhatsApp number?
No. Your number must be on the WhatsApp Business Platform (Cloud API), which means it can’t currently be in use on consumer WhatsApp or WhatsApp Business app.
How long does template approval take?
Usually minutes. Sometimes up to 24 hours for first-time submissions.
What languages are supported?
Every language Meta’s WhatsApp templates support. You approve one template per language and configure them separately in OrderPing.
Scope
Does OrderPing work with Shopify POS?
POS orders go through orders/create too, so lifecycle messaging works. COD confirmation specifically only makes sense for online orders.
Does OrderPing support draft orders?
Draft orders don’t fire orders/create until they’re completed, so no messages go out while they’re drafts.
Does OrderPing support Shopify Markets?
Yes — phone normalization uses the order’s country code, so multi-region stores work out of the box.
Can I send bulk broadcasts?
No. OrderPing is transactional-only. For bulk broadcasts, use a dedicated WhatsApp marketing tool.
Can I send promotional messages?
No. OrderPing uses Meta’s Utility category, which is designed for order updates. Marketing messages need a different template category and a different tool.
Data & compliance
Where is customer data stored?
MongoDB Atlas (primary region varies by deployment). Only data needed for sending messages is stored — name, phone, order number, amount, and send status.
Is OrderPing GDPR-compliant?
We honor Shopify’s GDPR webhooks (customers/data_request, customers/redact, shop/redact) and delete customer records on request.
Can I export my data?
Order message history is exportable as CSV from the Orders page. For full account-level exports, email support@kri-labs.com.
What happens if I uninstall?
Billing stops immediately via Shopify’s uninstall webhook. Your data is retained for 30 days in case you reinstall, then purged.
Billing
Is there a trial?
Instead of a time-limited trial, we run a Free plan — 30 messages a month, no credit card required. Use it as long as you need.
Does OrderPing pay for Meta’s WhatsApp charges?
No — Meta bills you separately for each WhatsApp conversation. See Meta WhatsApp charges.