MENO records the customer’s order before the customer sends a WhatsApp message. WhatsApp is then used to open a conversation with the outlet’s configured WhatsApp order number, with an order message already prepared for the customer to send.
What the customer does
A customer browses the outlet menu, adds items to their cart, and continues through checkout. Depending on the order, checkout can collect the required customer and order details, such as contact information, a delivery address for delivery orders, and a payment-method choice.
When the customer selects Place Order, MENO creates the order. The merchant dashboard receives the order and its notification, and the customer sees an Order Placed state.
What happens in WhatsApp
After the order is placed, MENO prompts the customer to open WhatsApp. Once the customer confirms, WhatsApp opens with the outlet’s configured WhatsApp order number selected.
The WhatsApp message is prefilled and includes an order link. Its wording can change over time, but it follows this purpose: it identifies that the customer wants to place an order from the outlet and provides the MENO order link. The customer must tap Send in WhatsApp to send that message.
What merchants should expect
The order is available in MENO as soon as the customer selects Place Order. Sending the WhatsApp message is a separate customer action, so it does not create the order.
If the customer does not send the prefilled WhatsApp message, the MENO order still exists and the merchant can still see it in MENO. Where send state is tracked, the merchant order page can show WhatsApp-related status information, such as WhatsApp: Not Sent.
Customers can also use Send on WhatsApp from an order in their MENO order history. This opens WhatsApp again with the same order message and order link prefilled.
The order link
The order link in the WhatsApp message opens a customer-facing, read-only order overview. It can show the order status, order ID, items and quantities, selected options, notes, bill summary, order type, selected payment method, customer details, and relevant delivery details. The customer cannot edit the order from this page.