Can a WhatsApp bot answer product and stock questions from my catalogue?

Yes. Paste or upload your catalogue, sizes, prices and delivery rules, and the bot answers from that, including photos a customer sends of a product or an order screenshot. If an item is not in the knowledge base it says so rather than inventing stock.

Can it handle cash-on-delivery orders?

It can confirm COD availability, delivery area and charges from your rules, collect the order details and address, and log the order to a Google Sheet for fulfilment. Payment itself stays with your existing process; the bot does not take card details.

Will it reply inside my existing customer chats when I pair the number?

No. New accounts answer new conversations only: chats already on the phone when you pair stay with you, and only people who message for the first time get the AI. You can release a single old thread to the bot or switch to answering everyone in Settings, and take any conversation back by replying yourself.

What does it cost for an online store?

On Replai the Starter plan is $19 a month for one WhatsApp number and 120 conversations a cycle, where a conversation is one customer thread of up to five bot replies; Growth is $49 for up to three numbers, 300 conversations and campaigns. The AI is included, there are no per-message fees because it pairs to your existing number, and the 7-day trial needs no card.

WhatsApp customer service for your online store

Quick answer

An online store assistant on WhatsApp answers product, sizing, stock, delivery and returns questions from your catalogue and published policy, reads order screenshots so nobody has to type an order number, and captures bulk or custom enquiries as buy signals. Refund decisions, damaged parcels and wholesale quotes are flagged for your team instead of answered.

Answers come from your catalogue and returns policy, quoted rather than paraphrased.
Order screenshots and product photos are read, so no order number is needed.
Cash-on-delivery orders are logged to a sheet; payment stays with your existing process.
Refunds, damaged parcels and wholesale quotes are queued for a person, not answered.

At a glance

It answers

Stock, sizes and colours
Delivery time and fees
COD and payment options
Returns policy

It hands to you

Refunds on paid orders
Damaged parcels
Bulk and wholesale

10 min

to set up

New chats

only, by default

Any

language

E-commerce

answered by Replai, after hours

Do you have size M in black? Cash on delivery?21:14
Size M in black is in stock. Cash on delivery is available nationwide, $5, 2 to 3 days. Shall I confirm the order?21:14
Yes. Sarah, 12 Harbour Street, apartment 5B21:16
Order noted: 1 x M black, COD $5 to Harbour Street. You'll get a tracking number as soon as it ships.21:16

Illustrative exchange. Your bot answers from your own prices, hours and rules.

Replai knowledge base screen with pasted prices, hours and policies — Your prices, hours and rules live here. Paste them once; every answer comes from this.

Replai leads table showing captured customer details — Every enquiry that shows intent lands in a sheet with the name, number and what they asked.

Why WhatsApp matters for SEA e-commerce

Reply speed is most of the margin here. The MIT lead response study found that calling a web lead within five minutes rather than thirty makes contact 100 times more likely, and qualification 21 times more likely (InsideSales.com/MIT Lead Response Management Study, 2007). A shopper asking whether the black M is still in stock behaves the same way: the store that answers first gets the order.

Your customers DM you on WhatsApp. They photograph an order screenshot and ask "is this still available in white?" They send a voice note in their own language asking when their parcel will arrive. They want to know your return policy before they buy.

Email is a fallback. Live chat on the website is a fallback. The actual sale conversation happens in WhatsApp.

What can a WhatsApp bot handle for an online store?

Product Q&A. Pricing, sizing, availability, materials, compatibility. Replai answers from your product catalog — paste a Google Doc URL, link your FAQ, upload a PDF — so it quotes the prices you published rather than inventing one, and says it will check when a product is not in there.
Order screenshots. Customer sends a photo of their order confirmation? Replai reads it, sees what they bought, answers in context. No "please send your order number" friction.
Return and refund questions. The bot answers from the policy in your knowledge base and is instructed not to improvise around it. Anything the policy does not cover goes to you.
Pre-sale lead capture. When a customer asks about a custom order, bulk quantity, or a quote, Replai flags it as a buy signal and the operator dashboard surfaces it. Your team follows up where the money is.
Voice notes + photos. Older customers, mobile-first customers, customers who'd rather show than type. All handled.

What should stay with your team?

Replai answers what it knows. For what it doesn't — a complaint about a damaged shipment, a custom-pricing request, a refund decision — it says "let me check with the team" and the operator dashboard flags it for human review.

That's the design. The bot is an inbox-replacement for the predictable 70% of customer messages. The other 30% still need you — but now they're queued and labeled, not buried under everything else.

What about order updates and abandoned carts?

Connect the store and the same number sends the updates before customers ask: order received, paid, shipped with the tracking number and courier filled in, ready for pickup, refunded. Unpaid and bank-transfer orders get a follow-up with a pay link that opens the order's own payment page on any device, cancelled the moment the order is paid. Abandoned checkouts get a link that rebuilds the exact cart. Replies land in the same inbox, and the assistant answers "where is it?" with the order already known. It works with WooCommerce (a small plugin, or an API key and two webhooks) and Shopify, on the Growth plan and above. The order updates page has the details and the WooCommerce setup guide takes about ten minutes.

Set up in 5 minutes

Pair your WhatsApp Business number, pick the E-commerce template, link your product catalog (Google Sheet works, PDF works, FAQ page works). First customer question answered minutes later.

Want this on your number?

7-day free trial — no credit card, no API key.

Start free trial

Frequently asked questions

Can a WhatsApp bot answer product and stock questions from my catalogue?: Yes. Paste or upload your catalogue, sizes, prices and delivery rules, and the bot answers from that, including photos a customer sends of a product or an order screenshot. If an item is not in the knowledge base it says so rather than inventing stock.
Can it handle cash-on-delivery orders?: It can confirm COD availability, delivery area and charges from your rules, collect the order details and address, and log the order to a Google Sheet for fulfilment. Payment itself stays with your existing process; the bot does not take card details.
Will it reply inside my existing customer chats when I pair the number?: No. New accounts answer new conversations only: chats already on the phone when you pair stay with you, and only people who message for the first time get the AI. You can release a single old thread to the bot or switch to answering everyone in Settings, and take any conversation back by replying yourself.
What does it cost for an online store?: On Replai the Starter plan is $19 a month for one WhatsApp number and 120 conversations a cycle, where a conversation is one customer thread of up to five bot replies; Growth is $49 for up to three numbers, 300 conversations and campaigns. The AI is included, there are no per-message fees because it pairs to your existing number, and the 7-day trial needs no card.

Sources

About WhatsApp, WhatsApp, 2026-09-07
Lead Response Management Study, InsideSales.com and MIT, 2007
Making voice messages better, WhatsApp blog, 2022-03-30