Chat-based ordering is the biggest killer of online sales in Kenya. Every extra step — DM, wait, price check, payment method, screenshot — is a dropout point. Here's how to fix it.
The problem with chat-only orders
- No record — if you miss a message, you lose the sale.
- No structure — 'I want the dress' with no size, colour, or quantity.
- Payment chaos — 'send to this till' vs 'cash on delivery' vs 'bank transfer'.
- No order tracking — is this new? a repeat? a return?
What a proper ordering system does
- Captures everything: item, size, colour, quantity, customer details, payment method.
- Automatic payment confirmation — no screenshot verification when using STK push.
- Order history — see every customer's past orders and lifetime value.
- Status tracking — pending, paid, shipped, delivered, all in one place.
How to set it up
On Shops in Kenya, every checkout captures: product details, customer phone/email, delivery address, payment method, and chosen delivery zone. Orders appear in your dashboard with full details. You can also receive WhatsApp notifications for every order.
Still use WhatsApp, but for support
Customers will still DM with questions. Answer fast, but always point them to the link to complete the order. The structured order in your dashboard is your source of truth — not a buried chat message.
The result
- Fewer lost orders — everything is captured automatically.
- Faster payment confirmation — STK push confirms in seconds.
- Better customer data — you can re-market to past buyers.
- Professional image — customers trust a real checkout over DM payments.
