Help centre

The difference is that in ShopKey you can create your own shop website where customers can see all products and transactions. Meanwhile, the Marketplace is a place where customers can explore many choices of seller's shops and are charged admin fees and commission charges.

Shopkey allows you to increase sales in various ways, including:



a) Ease of sharing quick links to your website and product pages — ShopKey is embedded in any chat application you will use. So when your customers engage with you via chat and have some questions, you can immediately share a link to your product page that customers can click to browse and then purchase the product.
The more you share via Whatsapp or other chat channels with your friends, family, loyal customers, the more likely you are to sell more.



b) ShopKey gives you the ability to create special offers — you can create offers for a certain time period and share with Whatsapp customers or any chat app and encourage them to buy.



c) ShopKey gives you the infrastructure to manage payments and logistics the way you want, doesn't force you into one particular mode.



d) ShopKey doesn't charge you any commission — contrary to some other platforms that can charging 1.5-3% or sometimes even 10-20%, taking a large portion of your profits, we are determined to keep you maximizing sales efforts.

Yes, you can be creative in your approach to selling.
If you sell services such as massage, you can upload products in package form.
Example: '1 hour Javanese Massage package', '1.5 hour stone massage' —
This can be a product that you upload, and you can ask your customers to include the time they want to book in the “Notes” section at the time of booking or even notify you directly via Whatsapp.

Likewise with digital products — you can upload the product as a '50,000 Rupiah credit package', etc.

You can sell all legal products on ShopKey. You are not allowed to sell any illegal products on ShopKey and we also assume that you have the necessary licenses and permits to sell the items you sell. ShopKey is not responsible for the items you sell. Further details on this can be found in the Seller Terms & Conditions. In this document, you will also find a complete list of products that cannot be sold.

Customers do not have to have the ShopKey application to be able to shop using Shopkey because Users/Sellers can register the customer's name and telephone number in the ShopKey application and can immediately send updated status of the goods ordered, payment methods, or sales invoices via the link shared on whatsapp.

Here's how to create a promo on your ShopKey account:

1. Go to the ShopKey dashboard menu,

2. Then select the "Promo" menu at the bottom right,

3. Then select the product you want to promote,

4. Continue by filling in the "deal price" column , "starting from", "valid until",

5. Then select "publish offer"

6. Wait until there is a notification "update offer".

7. Promotions can also be done via the ShopKey keyboard on Whatsapp or other chat applications.
Your promo has been successfully changed and is ready to use, good luck!

Here's how to change the promo on your ShopKey account:

1. Go to the ShopKey dashboard menu,

2. Then select the "Promo" menu at the bottom right,

3. Then go to the "upcoming and active" option, then select "edit details",
4 .Continue by entering the desired details, then select "Save",

5. Wait until there is a notification "Update successfully".
Your profile has been successfully changed and is ready to use, good luck!

Here's how to activate your ShopKey keyboard:

1. Go to the ShopKey dashboard menu,

2. Then select the "Switch Keyboard" menu at the top,

3. Then select "ShopKey keyboard",

4. Wait until there is a "success" notification,

5. ShopKey keyboard is ready to be used for transactions.
Good luck!

The customer feature allows you to maintain your own mini Customer Relationship Management (CRM) tool. So, you have a complete report and database of all your customers and related information in one place — like, their contact details, addresses, complete order history, and much more.

This will help you maintain a better relationship with your customers by providing them with regular updates about your new product offerings.

This will also allow you to send baskets already filled with your customers' chosen products so customers can quickly check out their baskets and check out and not have to waste time checking out your full website and creating their own baskets.

ShopKey Hotkeys are mini-apps/shortcuts within messaging applications like WA. These shortcuts show an additional layer above the Keyboard on the user's Android or iOS devices. On clicking these shortcuts, various modules can be accessed, such as - a dashboard for sales and analytics, a product for sharing individual product or catalog links, a cart for giving customers an assisted shopping experience, quick replies for commonly asked questions, etc.

Merchants can start their ShopKey journey by simply downloading the app and entering essential details like WhatsApp number, unique URL, business category, and business address for immediate activation.

Yes, merchants have the option to configure their own domain or use the default ShopKey subdomain. Customization options are available, with a one-time cost for domain customization.

-- Self-serve – A customer can undertake a journey where they can add the products to their cart and choose their preferred payment and Shipping methods respectively.
-- Assisted shopping - Alternatively, customers can engage with the merchant via WhatsApp messaging, allowing the merchant to create and send a pre-filled cart directly to the customer.
-- Merchants can also view ‘Live Carts’ of customers where a cart is created but the checkout is not done yet. This allows merchants to nudge these customers with WIP(Work-in-progress) carts over WhatsApp and assist them with e-checkouts.

Yes, merchants can curate Collections (catalogs) under customized names within ShopKey app. Each product can belong to multiple collections, enhancing the webstore's organization and ease of navigation.

ShopKey's Order Management System (OMS) captures order details, manages inventory, and enables merchants to accept or reject orders. It provides shipment tracking, updates customers, and supports order completion. ShopKey comes integrated with payment gateways like Utap. Merchants can accept online payments via debit and credit cards. Payment activation and methods can be managed through the ShopKey app.

ShopKey facilitates the addition of products individually or in bulk. Merchants can add up to 20 products at a time, with options for image selection and basic attribute entry.

You can upload a maximum of 7 images per product.

ShopKey provides automated notifications to customers, including updates on order acceptance, shipment, and any changes in delivery. Customers can also inquire about order status directly through WhatsApp. Returns and exchanges are coordinated outside the ShopKey system. Customers can communicate via WhatsApp for returns, and merchants arrange for pick-up and re-delivery.

As an admin user, enjoy the ease of adding team members, assigning roles, and controlling access to store details, products, pricing, and customer information. Tailor your team with roles such as Supervisor, Agent, and Admin. The number of team members is dictated by your chosen subscription plan.

Quick Reply allows merchants to save pre-defined messages for fast responses, streamlining communication and saving time while ensuring consistent and personalized interactions. Merchants can categorize, organize, and customize quick replies, including text, images, URLs, and clipboard content.

In our 14-day free trial program, you'll unlock the full range of powerful features available on ShopKey for FREE. You'll have access to all our premium features, even if your Facebook business verification is still pending. While your verification is pending, you'll still be able to explore your inbox features, with limited messaging options.

Before you complete the Facebook business verification process, WhatsApp will approve your number to be used for sending messages in a restricted manner. This allows businesses to start using WhatsApp Business APIs promptly, with some limited messaging capabilities, to experience the enhanced communication and customer engagement they offer.

During this period, Facebook also verifies the authenticity of businesses to maintain a spam-free WhatsApp community.During your free trial period, we'll help you in the business verification process, which typically takes between 3 business days to 4 weeks. Once verified, your unlimited messaging access will be automatically activated on ShopKey.

When you send test messages in your unverified WhatsApp business account, you can send the following types of messages: 



-- Notifications: One way messages, such as an appointment reminder or a shipping confirmation. These messages will be limited to WhatsApp-defined templates, only during the unverified state to test the experience. Trial experience: 2 distinct phone numbers, 10 messages per day Expanded trial experience: 2 distinct phone numbers, 10 messages per day



-- Customer care: A two-way conversation between you and a customer, such as product questions.
Trial experience: 10 distinct phone numbers, no daily message limit.
Expanded trial experience: 1500 conversations. A conversation is a 24-hour messaging window with a given phone number. 



Please note that this trial experience & expanded trial experience expires in 14 days. Please complete your business verification before your trial access expires in 14 days.



After your business is verified, you can send more messages.

To maximize your ShopKey experience, begin your Facebook Business Verification process right away. Upon successful verification of your business, messaging restrictions will be lifted, granting you unlimited access to ShopKey. The best part is that during the free trial period, there's no need for an initial payment to begin utilizing unlimited messaging.



You can start your verification process by submitting the required details for Facebook Verification.


Once you have submitted all the required details, you will need to wait until your verification is approved, which usually takes anywhere between 3 business days to 4 weeks from Facebook’s end.



Please note: You need to complete your Facebook business verification before your trial access expires in 14 days. Your trial access allows you to send messages to a limited set of phone numbers before your business is verified. Once your business verification is complete, you will have access to more functionality on your account.

Customers do not have to have the ShopKey application to be able to shop using Shopkey because Users/Sellers can register the customer's name and telephone number in the ShopKey application and can immediately send updated status of the goods ordered, payment methods, or sales invoices via the link shared on whatsapp.

There is no minimum balance requirement at the moment. However, we strongly suggest maintaining a balance of INR 1000 or above for reducing the possibility of the account getting paused.

Yes. You will get alerts for deductions, recharge, low balance (below INR 1000) & insufficient balance (below 0).

You can make payments by clicking on the ‘Add Balance’ button on the wallet tab in your account. Just recharge using the payment gateway/method of your choice and the credits will be reflected in your wallet balance.

Unfortunately, you will not be able to pay later since the platform will now be tightly coupled with the wallet balance. If your wallet balance falls into the negative, it could result in the suspension of all your campaigns, including ongoing ones or calls made from public APIs.

No, there is no one-time setup fee involved. We have a very simple and transparent pricing structure that is completely aligned with your business growth.



We offer you to access our WhatsApp Business platform for FREE at no setup costs and no hidden charges. You don’t even need to provide your credit card details while you sign-up for the free trial.



We have worked hard to bring down the cost of such an all-in-one WhatsApp Business solution. As we are an official WhatsApp Business service provider, you get the complete benefit of our platform at a much affordable pricing.

Yes, WhatsApp as a messaging app or a business app is free.



However, for businesses looking to start communicating to their customers and grow their sales at scale, WhatsApp Business API platform is the best fit. To leverage WhatApp Business platform as a sales channel, there are conversation charges levied by WhatsApp.



When you send a notification to your customer via WhatsApp Business platform, they are chargeable if your customer has not replied in the last 24 hours. The charges depend on the country code of your customers’ WhatsApp account. We bill these charges on actuals to you without any surcharge.

Automatic Payment method is introduced to ease the process of monthly billing & payments that is debited from your account.


Businesses that have been granted the Official Business Account (OBA) status on WhatsApp, get a green tick besides their business name. This is visible in the display name of your contact number even if your WhatsApp business number is not explicitly saved by your users.



As ShopKey is built on an official WhatsApp Business platform, we can apply for the WhatsApp green tick on your behalf for free, once you have moved to paid subscription with us.

ShopKey assists in getting a verified WABA account at an optional additional charge, boosting the chances of getting the account verified. However, the final decision for verification lies with Meta.

Support from ShopKey includes:
–-- Improving the SEO of the brand to boost website traffic
--- Social media support to boost followership and engagement
--- PR support

Yes, you can use an existing WhatsApp number with ShopKey. However, you will need to first delete the account linked to that, prior to onboarding with us.



If number is being used by another Business API, you still can get it migrated to ShopKey after getting the 2 Factor Authorization (2FA) pin disabled from your current BSP. Or, you can just provide a new phone number on which you can receive an OTP - this could be a virtual number or a regular SIM number.



Once migrated to WhatsApp Business API and linked to ShopKey, the number can be accessed on only on our platform.



Please Note: If it is a virtual number that is tied to ShopKey, then normal voice calls can be made as usual, but WhatsApp voice and video calls cannot be supported via WhatsApp Business API.


When it comes to selecting a number to be used for ShopKey, you can use any valid number that can receive an OTP via SMS or a voice call. This could be a virtual number or a regular SIM number.



If you have an existing WhatsApp API account with some provider, you can now migrate it to ShopKey.

Subscription charges and WhatsApp conversation charges are non-refundable.



By choosing to pay for a subscription plan, you acknowledge that e-mandate will be enabled on your card and you will be auto-debited for the subscription charges and WhatsApp conversation charges incurred till the last day of your subscription.



ShopKey does not provide refunds for cases where you don't use the platform or stopped using the platform for any reason whatsoever but did not cancel your subscription. Charges will be levied to your card until your subscription is cancelled. You can talk to our customer support representatives to request cancellation of your subscription.