How do I ask customers if I can send them WhatsApp updates?
Simple wording to ask for permission at checkout and after delivery, and a habit of keeping a record of who said yes.
A WhatsApp number given for delivery is not automatically a yes to marketing. The customer gave you their number so you could tell them about their parcel. Using it for offers is a different purpose, and the respectful move is to ask. Asking also makes your list better, because everyone on it chose to be there.
I am not a lawyer, and I will not state what the law requires in India or anywhere else. Rules about consent and messaging can apply to businesses. Please confirm what applies to you with a legal professional, and read WhatsApp's own business guidance too.
Two good moments to ask
At checkout. A small, optional tick box or line, separate from the order confirmation. "Send me occasional updates about new products on WhatsApp." It should not be pre-ticked, and the order must go through whether it is ticked or not. If your checkout cannot add this, you can ask in your order confirmation message instead.
After delivery. A few days after the parcel arrives, when the customer is likely pleased. This is a calmer moment and often more natural.
Wording at checkout
- Would you like occasional WhatsApp updates from us, such as new products and restocks? You can say stop any time.
Keep it plain. No small print, no tricks, no mixing it into terms and conditions.
Wording after delivery
- Hi [name]. I hope your [product] reached safely.
- If you would like to hear when I launch new things, I can send you occasional WhatsApp updates, maybe once in a while. Shall I add you? You can leave any time by telling me.
Wait for an actual reply. "Yes please" is a yes. Silence is not.
Be clear about what they are signing up for
Tell people what kind of messages and roughly how often. "New products and restocks, not more than a few messages a month" is something you must then actually follow. A promise you keep is part of the trust. A light rhythm is discussed in how often you should send a WhatsApp broadcast.
Keep a record
Create a simple list in a spreadsheet. Columns for name, number, date they agreed, how they agreed and any notes. When someone later asks "why am I getting this?", you can answer calmly. Keep this list private, as discussed in keeping your customer data yours.
What not to do
- Do not add people to a broadcast list just because they ordered once.
- Do not copy numbers from Instagram comments or DMs.
- Do not buy lists of numbers.
- Do not ask in a pushy way, such as "reply YES or you will miss out".
Make the ask part of how you work
If you take orders over chat, ask during the order. If you take orders on your store, add the line to your confirmation message. Either way, make the question a normal part of the process, not an afterthought. For a related approach that applies the same principle to email, see building an email list from day one.
When permission is given freely, your messages are welcome, and welcome messages are the only kind worth sending.