Frequently asked questions

Just install the app and add your team's phone numbers. Your team members need WhatsApp on their phones to receive alerts. That's it: no WhatsApp Business setup required on your end.

Under 5 minutes. Install the app, add your WhatsApp number (you verify it with a 6-digit code sent to WhatsApp) and send yourself a test alert, all before choosing a plan. Then start your 7-day free trial and turn on your first new-order alert with one click.

No. StaffPing uses our managed WhatsApp Business API connection. You just add the phone numbers of the people who should receive alerts.

Alerts trigger on new events after you create the ping. Existing orders won't retroactively send messages.

No. StaffPing sends each team member their own direct message, so you know exactly who was notified.

Add the new number as a new recipient and verify it. Remove the old recipient from the Recipients page when you're ready. They stop receiving alerts immediately.

Open the Recipients page in the app and remove the recipient. They stop receiving alerts immediately. You can also disable an entire ping if you want to pause alerts for everyone assigned to it.

Yes. When you create a ping you pick a message style: Compact (order number, customer name, payment and fulfillment status, shipping country, and a button that opens the order in your Shopify admin), Detailed (the customer's name and phone, the items, the shipping address, the total, and payment details), No payment info (Detailed without the money fields), or Order PDF (a short alert with the whole order attached as a PDF). Pick the level that fits the team receiving the alert: packers and kitchen staff usually want No payment info.

Yes, on every plan. StaffPing can send scheduled summaries to your team: a Morning Backlog (orders received overnight, orders still unfulfilled, and how old the oldest open order is), a Daily Order Digest, and weekly and monthly totals. They start switched off, and you choose which ones to turn on, who receives them, and at what time in your store's timezone. Excel exports with one row per order are on the Scale plan.

Order created, order paid, order fulfilled, order cancelled, and payment dispute created. On order events you can add filters: order total, product, product SKU, collection, shipping country, payment gateway, financial status, fulfillment status, and branch location. Order tags work on fulfilled and cancelled alerts. Filters combine with AND logic.

Each delivered message is billed based on the recipient's country. WhatsApp itself charges per message, and rates vary by country. See our pricing page for current rates.

Your monthly plan covers the platform. WhatsApp itself charges per message, so each delivered message is billed at the rate for the recipient's country. The per-country rates are on the pricing page, and the Logs page shows exactly which messages were billed and which were free.

Each plan has a maximum monthly usage spend (Starter: $200, Growth: $500, Scale: $1,500). You are never charged more than your cap in a billing cycle.

No. We only charge for messages that WhatsApp confirms as delivered and billable, so a failed message never counts.

Starter ($9/mo): 5 recipients and 1 fulfillment location. Growth ($29/mo): unlimited recipients and 5 locations. Scale ($49/mo): unlimited recipients and 15 locations. Every plan starts with a 7-day free trial that includes your first 50 messages free.

Yes. We use approved message templates and follow WhatsApp Business guidelines. Recipients verify their phone number before receiving any messages.

We process the data needed to deliver alerts: order details and, depending on the alert layout you choose, the customer's name, phone number and shipping address. We comply with Shopify's GDPR webhooks for customer redaction and shop redaction. Order details and phone numbers in message records are automatically removed after 14 days (30 days for failed messages).

On managed infrastructure in Helsinki, Finland. Webhooks from Shopify are processed asynchronously and aren't retained beyond what's needed to deliver and audit a message.

Read-only access to the data alerts use: orders, draft orders, products, locations, fulfillment orders, customers, and payment disputes.

Most Shopify notification apps send messages to customers. StaffPing sends alerts to your team. It's for internal operations, not customer communication.