Support

Email support@pakkacod.com. We reply within 2 business days (Monday to Friday, India time, except Indian public holidays). Support is by email only.

Install

1. Install Pakka COD from the Shopify App Store. Coming soon to the Shopify App Store
2. Approve the permission Shopify asks for. Pakka COD only asks to read and edit orders, so it can see new orders and add tags and notes to them.
3. Pick a plan on the app's Plan page. Paid plans start with a 7-day free trial. Shopify bills you.
4. Open Settings. Choose your default country, which orders get a WhatsApp confirmation, and how many reminders to send.
5. Connect WhatsApp (next section). Until you do, orders are still scored and tagged, but no messages go out.

Connect your WhatsApp Business account

Pakka COD sends confirmations from your own WhatsApp Business number, using Meta's WhatsApp Cloud API. Meta bills you for messages directly.

Before you start, you need:

• A Meta business portfolio with a WhatsApp Business account and a phone number on the WhatsApp Cloud API.
• A Meta app (created at developers.facebook.com) connected to that WhatsApp account.

Using a WhatsApp provider (BSP) instead? Ask them for the details in step 2. If their API works like Meta's Cloud API, enter their address in the optional provider URL field in Settings.

What your buyer will see

Step 1: Create the message template in WhatsApp Manager

WhatsApp only lets businesses start a chat with an approved template. You create it once.

1. Open WhatsApp Manager → Message templates (in Meta Business Suite, pick your business portfolio, open WhatsApp Manager, then Manage message templates). Click Create message template.
2. Choose the Utility category.
3. Give it a name, for example cod_order_confirmation. Use only lowercase letters, numbers and underscores.
4. Choose the language you will write it in, for example English. Note down the name and language. You will need both in step 3.
5. Leave the header empty (or use plain text with no variables).
6. Write the body and add three variables, in this order:
   • First variable: the buyer's first name, for example Priya. If an order has no name, Pakka COD uses “there” (“Hi there”).
   • Second variable: the Shopify order number, for example #1042. It already includes the # sign, so don't type another one.
   • Third variable: the order total with its currency, for example ₹1,299.00. Don't type “₹” or “Rs” before it.
   Use numbered variables (Meta's standard type), not named ones. In WhatsApp Manager the body will look like this:

   Template body, as it appears in WhatsApp Manager

   Hi {{1}}, please confirm your cash-on-delivery order {{2}} for {{3}}.
   
   Tap Confirm order and we will ship it. Tap Cancel order if you did not place it.

   You can change the wording. Keep all three variables, keep them in this order, and don't start or end the message with a variable.
7. When Meta asks for samples, enter made-up values such as Priya, #1042 and ₹1,299.00. Never use a real customer's details.
8. Under Buttons, add two Quick reply buttons. The order matters:
   • First button: Confirm, for example “Confirm order”.
   • Second button: Cancel, for example “Cancel order”.
   Pakka COD treats the first button as Confirm and the second as Cancel, whatever their labels say. Labels can be up to 25 characters. Don't add other buttons.
9. Keep the message about the order only. If you add offers or discounts, Meta may move it to the Marketing category.
10. Click Submit and wait until Meta approves the template.

Step 2: Get your connection details from Meta

1. Phone number ID. In your Meta app, open WhatsApp → API Setup. Copy the phone number ID shown for your business number. (This is a long ID, not the phone number itself.)
2. Permanent access token. In Business settings, open System users and add a system user. Assign it your app (with Manage app) and your WhatsApp account. Click Generate token, choose your app, pick an expiry that does not run out, and tick these permissions: business_management, whatsapp_business_management and whatsapp_business_messaging. Copy the token. The temporary token on the API Setup page stops working after a few hours, so don't use it.
3. App secret. In your Meta app, open App settings → Basic and copy the App secret. Pakka COD uses it to check that replies really come from Meta.

Step 3: Enter the details in Pakka COD

1. In Shopify, open Pakka COD and go to Settings.
2. Under WhatsApp Business, fill in the phone number ID, access token and app secret from step 2.
3. Enter the template name exactly as you created it, for example cod_order_confirmation.
4. Enter the language code that matches the template's language:

   Template language in WhatsApp Manager	Code to enter
   English	en
   English (US)	en_US
   English (UK)	en_GB
   Hindi	hi

   For other languages, see Meta's list of language codes.
5. Tick Enable WhatsApp confirmations and click Save. Your token and app secret are encrypted before they are stored.

Step 4: Send buyer replies to Pakka COD

This is how Pakka COD learns that a buyer tapped Confirm or Cancel.

1. In Pakka COD Settings, copy the callback URL and verify token. They are unique to your store.
2. In your Meta app, open WhatsApp → Configuration. (If your app was set up with the “Connect with customers through WhatsApp” use case, it is under Use cases → Customize → Configuration.)
3. Paste the callback URL and verify token, then click Verify and save.
4. In the list of webhook fields that appears, subscribe to messages.

Step 5: Test it

1. Place a cash-on-delivery test order in your store, using your own WhatsApp number as the phone number.
2. You should get the confirmation message on WhatsApp. Tap Confirm order.
3. In Shopify, the order should now have the cod-confirmed tag and a short note from Pakka COD.

You must have your buyers' permission to message them on WhatsApp, as Meta's WhatsApp Business Messaging Policy requires, for example through a clear notice at checkout. Meta explains the rules in its opt-in guide.

Uninstall and data deletion

To uninstall, go to your Shopify admin: Settings → Apps and sales channels → Pakka COD → Uninstall. Then:

• Straight away: the app loses access to your store, your WhatsApp access token and app secret are deleted, any confirmations in progress stop, and Shopify ends your subscription.
• 48 hours later: Shopify asks the app to erase your store's data, and the app deletes everything it still holds for your store: orders, risk scores, message records, data-request exports, the opt-out list and settings. If Shopify's request never arrives, the app deletes it all itself 25 days after uninstall.
• Tags and notes already added to your Shopify orders stay in Shopify. You can remove them there if you like.
• If you no longer use the Meta app, remove the Pakka COD callback URL from its WhatsApp settings.

If you reinstall within 48 hours, your order history is still there. To have your data deleted sooner, or to get confirmation that it has been deleted, email privacy@pakkacod.com from the store owner's email address.

Buyer data requests (GDPR / DPDP Act)

You (the store) control your buyers' data. Shopify passes buyers' requests on to apps automatically.

For merchants

1. A buyer asks for a copy of their data. Handle it in Shopify (request customer data). Pakka COD then prepares a copy on the app's Privacy page. Send it to the buyer with the data Shopify gives you. Message text is never stored, so the copy lists message types and times only.
2. A buyer asks to be deleted. Handle it in Shopify (erase personal data). Shopify tells apps 10 days later, and Pakka COD then deletes that buyer's orders, message records and earlier copies for your store.
3. A buyer asks you to stop WhatsApp messages. If they reply STOP, UNSUBSCRIBE, “band karo” or similar on WhatsApp, Pakka COD adds them to your store's opt-out list, stops any confirmation in progress, and sends one message to confirm. If they ask another way (email, phone, in person), add them yourself on the app's home page: click Opt out of WhatsApp on one of their orders, or enter their mobile number under WhatsApp opt-outs. Their new COD orders are still scored and tagged, but get no message. They can reply START to opt back in, or you can remove them from the list.

For buyers

Please contact the store you ordered from first. They can act on your request fastest. You can also email privacy@pakkacod.com with the store's name and your order number or phone number. Because the store controls your data, we will pass your request to them, help them answer it, and let you know. If it is about data we control (for example, an email you sent us), we handle it ourselves. See our privacy policy for your rights and how to reach our grievance officer.

FAQs