WhatsApp commerce policy guide to stay compliant and sell smart

Builds consumer trust and loyalty

The WhatsApp Commerce Policy lays out rules that assist companies in communicating transparently with customers.

For example, a retailer using WhatsApp for commerce can ensure compliance by clearly articulating their return and refund procedures. This transparency increases customer confidence and leads to a rise in repeat purchases.

Helps in regulatory compliance

Following WhatsApp commerce policy helps businesses better navigate consumer rights and data protection legal frameworks.

Companies that violate data privacy regulations like the GDPR can face heavy penalties. For example, the SEC fined Wells Fargo $125 million for infractions related to using WhatsApp and other messaging apps.

Hence, businesses can prevent expensive legal consequences and promote a compliance culture by avoiding WhatsApp commerce policy violations.

Offers operational guidelines for businesses

The WhatsApp Commerce Policy prohibits spam messages and restricts the selling of forbidden items to offer a methodical way to use the platform efficiently. By following these rules, businesses can continue to run smoothly.

Enhances customer experience

A clear commerce policy contributes to an improved customer experience by simplifying transactions and improving communication.

Businesses can ensure timely and relevant responses by setting standards for customer interactions. This is because WhatsApp interaction guidelines enable businesses to set expectations for interaction frequency and content.

Builds brand reputation

Adhering to the WhatsApp Commerce Policy consistently promotes a trustworthy brand image. Customers are drawn to companies who follow the policy because they are seen as trustworthy and competent.

Now that you know the high-yielding benefits of WhatsApp's commerce policy, let's dive deep to understand its nuances.

Prohibited content

Companies should refrain from offering clients illicit goods or services. The types of illegal goods and services might vary depending on the demography.

Here are some of the common prohibited goods and services on WhatsApp:

1. Weapons & ammunitions
2. Tobacco & related products
3. Alcohol & related products
4. Adult products & services
5. Animals
6. Gambling services
7. Unauthorized/pirated digital media
8. Medical & healthcare products (no direct sales)
9. Multi-level marketing
10. Dating services
11. Digital or subscription-based services
12. Fake or virtual currency

Please note: This list is not all-inclusive and does not contain every product and service. Additionally, the list may vary depending on the area in which your company conducts business.

Prohibited activities

Here's a quick list of prohibited activities per WhatsApp's commerce policy:

• Selling illegal or restricted items
• Promotion of adult content
• Engaging in fraudulent activities
• Harassment and spam
• Unauthorized use of brands
• Violating user privacy

Retail & consumer goods

• Fashion & lifestyle brands
• Jewelry & accessories
• Food & beverage businesses
• Consumer electronics
• Pet products (toys, collars, etc.)

Healthcare & medical services

• Doctors & medical practices
• Hospitals & clinics
• Pharmaceuticals & prescription services
• Healthcare products & supplements
• Healthcare technology solutions
• Family planning & contraceptives

Financial & legal services

• Banking & financial services
• Insurance providers
• Legal firms & advisory services

Education & non-profit organizations

• Schools, colleges & educational institutions
• Non-profit & charity organizations

Technology & telecommunications

• IT & software services
• Telecommunications providers

Automotive & manufacturing

• Car dealerships & auto services
• Manufacturing & industrial businesses

Real estate & home services

• Real estate agencies & property management

Travel & transportation

• Airlines, ridesharing & travel services
  
  

Personal care & lifestyle

• Lifestyle & fitness brands
• Grooming & boarding services for pets

Specialized services

• Energy & utility providers
• Religious organizations
• Veterinary clinics & animal healthcare
• Weapons licensing & safety training

1. Offer clear and succinct information

Be transparent when communicating with customers on WhatsApp. Ensure clear and concise communications.

Don't overload your customers with long phrases or needless jargon when presenting product specifications or special offers.

Consider it a friendly conversation, similar to what you might have with a friend. Make sure your main points are clear and, if necessary, use bullet points.

2. Obtain user consent before messaging

Make sure you have the explicit consent of your customers before you start messaging them. You can prompt them to opt-in through your website during a purchase or even on social media.

Establish an open line of communication about the types of messages they will receive from your business. A consent form guarantees that your communications feel welcoming rather than invasive. Always remember that nobody enjoys receiving unsolicited messages.

3. Keep users informed but don't be spammy

There’s a fine line between keeping your customers informed and crossing into spam territory.

While it’s important to update your customers about new products or promotions, avoid bombarding them with messages. A good rule of thumb is to limit your outreach and ensure that every message adds value.

4. Ensure data privacy and security safeguards

Make sure you follow laws like the GDPR and take precautions to protect your customers' data. This entails employing end-to-end encryption, being open about how you gather and utilize consumer data, and providing customers the ability to modify their choices.

Integration with e-commerce

One encouraging development is the addition of e-commerce functionality to the WhatsApp API.

Companies can use the messaging platform to offer

• Product catalogs
• Handle transactions
• Send out order updates

Compatibility with Augmented Reality (AR) and IoT devices

WhatsApp opens up new possibilities when paired with AR technologies and IoT devices like sensors, wearables, and smart home appliances.

Businesses can improve UX and provide real-time information by using WhatsApp to send updates straight to consumers' connected devices.

Similarly, companies might employ AR to create immersive customer experiences by offering interactive demos or providing 360-degree tours.

Localized and tailored content

CSA research indicates that 65% of online customers prefer to do business with companies that provide information in their native language.

WhatsApp's future will be heavily reliant on localization. Companies will customize content for particular languages, geographical areas, and cultural backgrounds, making interactions more accessible and individualized.

What types of products and services are prohibited under the WhatsApp Commerce Policy?

WhatsApp prohibits the sale of certain products and services, such as adult content, counterfeit goods, and items that promote hate speech or violence. Additionally, misleading or fraudulent services are not allowed.

Does WhatsApp Commerce Policy allow cryptocurrency, NFTs, or financial services promotions?

WhatsApp's Commerce Policy does not permit the promotion of cryptocurrencies, NFTs, or financial services that involve high-risk or misleading claims. Businesses should avoid offering or promoting any financial products that do not comply with WhatsApp's commerce policy.

What happens if I accidentally violate WhatsApp’s Commerce Policy? Will I get a warning or an immediate ban?

If you accidentally violate WhatsApp’s Commerce Policy, you may receive a warning, or your account might be temporarily restricted, depending on the severity of the violation. However, repeated or serious violations can lead to a permanent ban.

Are there country-specific rules under the WhatsApp Commerce Policy?

Yes, there are country-specific rules that apply under the WhatsApp Commerce Policy. However, businesses must adhere to the local laws of the region where they operate and follow the global policy guidelines.

How can I make sure my WhatsApp messages comply with the policy?

Learn about the WhatsApp Commerce Policy, avoid banned goods and services, and send accurate messages to guarantee compliance. Additionally, you must periodically review the policy for any new updates.