{"id":219,"date":"2026-10-25T13:02:12","date_gmt":"2026-10-25T13:02:12","guid":{"rendered":"https:\/\/vectalk.com.br\/blog\/whatsapp-food-delivery-restaurants\/"},"modified":"2026-10-25T13:11:11","modified_gmt":"2026-10-25T13:11:11","slug":"whatsapp-food-delivery-restaurants","status":"publish","type":"post","link":"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-food-delivery-restaurants\/","title":{"rendered":"WhatsApp for food delivery and restaurants: orders and status via the API"},"content":{"rendered":"\n<p><em>Updated on October 25, 2026<\/em><\/p>\n\n\n\n<p>With the official WhatsApp Business API, a restaurant can publish its menu in Meta&#8217;s catalog, receive the order the customer builds in WhatsApp&#8217;s own cart through a webhook, collect payment with Pix inside the chat, and send every status change (preparing, out for delivery, delivered) to the customer. Because the order starts with a customer message, almost the whole cycle happens inside the 24-hour customer service window, where free-form and interactive replies are service messages. Templates are needed only for notices outside that window and for the next-day review.<\/p>\n\n\n\n<p>This guide walks through a delivery order end to end, with Cloud API payloads, the category of each message and operational tips. (Context: <strong>Pix<\/strong> is Brazil&#8217;s instant payment system, paid by copying a code into a bank app.)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The full order flow<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Step<\/th><th>What happens<\/th><th>Message type<\/th><\/tr><\/thead><tbody><tr><td>Customer reaches out<\/td><td>&#8220;Hi, I&#8217;d like to order&#8221; or a wa.me link click<\/td><td>Inbound message, opens the 24 h window<\/td><\/tr><tr><td>Menu<\/td><td>Restaurant sends the catalog or a selection<\/td><td><code>catalog_message<\/code> or <code>product_list<\/code><\/td><\/tr><tr><td>Cart<\/td><td>Customer picks items and sends the cart<\/td><td>Webhook <code>type: \"order\"<\/code><\/td><\/tr><tr><td>Address<\/td><td>Restaurant asks for location<\/td><td><code>location_request_message<\/code><\/td><\/tr><tr><td>Payment<\/td><td>Restaurant sends the summary with Pix<\/td><td><code>order_details<\/code><\/td><\/tr><tr><td>Confirmation<\/td><td>PSP confirms the Pix, restaurant updates<\/td><td><code>order_status<\/code><\/td><\/tr><tr><td>Prep and delivery<\/td><td>&#8220;Preparing&#8221;, &#8220;Out for delivery&#8221;, &#8220;Delivered&#8221;<\/td><td>Text or <code>order_status<\/code> inside the window<\/td><\/tr><tr><td>Review<\/td><td>Survey about that order<\/td><td>Utility template, if outside the window<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Each step uses a feature documented by Meta.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Menu in the catalog<\/h2>\n\n\n\n<p>Meta&#8217;s catalog supports products and services with name, description, price, image and availability. You upload the menu through Commerce Manager or the catalog API and connect the catalog to the WhatsApp account (<a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/catalogs\/catalogs-overview\" target=\"_blank\" rel=\"noreferrer noopener\">catalogs overview<\/a>).<\/p>\n\n\n\n<p>There are three ways to show the menu in the chat:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Catalog message<\/strong> (<code>catalog_message<\/code>): a thumbnail with a &#8220;View catalog&#8221; button that opens the whole menu inside WhatsApp.<\/li>\n\n\n<li><strong>Multi-product message<\/strong> (<code>product_list<\/code>): up to 30 items in sections such as &#8220;Pizzas&#8221;, &#8220;Drinks&#8221; and &#8220;Desserts&#8221;. Meta lists re-ordering a regular take-out order as one of its uses.<\/li>\n\n\n<li><strong>Single product<\/strong> (<code>product<\/code>): highlights one item, such as the dish of the day.<\/li>\n\n<\/ul>\n\n\n\n<p>A multi-product message with two sections:<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code class=\"language-json\">{\n  \"messaging_product\": \"whatsapp\",\n  \"to\": \"5584999999999\",\n  \"type\": \"interactive\",\n  \"interactive\": {\n    \"type\": \"product_list\",\n    \"header\": { \"type\": \"text\", \"text\": \"Today's menu\" },\n    \"body\": { \"text\": \"Pick your items and tap View cart to send the order.\" },\n    \"action\": {\n      \"catalog_id\": \"367025965434465\",\n      \"sections\": [\n        { \"title\": \"Pizzas\", \"product_items\": [\n          { \"product_retailer_id\": \"PIZZA-MARG\" },\n          { \"product_retailer_id\": \"PIZZA-PEPP\" } ] },\n        { \"title\": \"Drinks\", \"product_items\": [\n          { \"product_retailer_id\": \"SODA-CAN\" } ] }\n      ]\n    }\n  }\n}<\/code><\/pre>\n\n\n\n<p>The cart is enabled by default on each number and can be turned off in commerce settings. Sold-out items must leave the catalog (or be marked unavailable) before peak hours, or customers will order something the kitchen does not have. More in <a href=\"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-api-catalog\/\">catalog and product messages<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Receiving the order via webhook<\/h2>\n\n\n\n<p>When the customer sends the cart, a message webhook arrives with <code>type: \"order\"<\/code>, per the <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/webhooks\/reference\/messages\/order\" target=\"_blank\" rel=\"noreferrer noopener\">order webhook reference<\/a>:<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code class=\"language-json\">{\n  \"from\": \"5584999999999\",\n  \"id\": \"wamid.HBgM...\",\n  \"timestamp\": \"1761400000\",\n  \"type\": \"order\",\n  \"order\": {\n    \"catalog_id\": \"367025965434465\",\n    \"text\": \"No onions, please\",\n    \"product_items\": [\n      { \"product_retailer_id\": \"PIZZA-MARG\", \"quantity\": 1, \"item_price\": 59.9, \"currency\": \"BRL\" },\n      { \"product_retailer_id\": \"SODA-CAN\", \"quantity\": 2, \"item_price\": 7, \"currency\": \"BRL\" }\n    ]\n  }\n}<\/code><\/pre>\n\n\n\n<p>Three details matter for the kitchen:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>A sent cart cannot be edited.<\/strong> To change something, the customer sends a new cart. Your system must decide whether the new one replaces the old.<\/li>\n\n\n<li><strong>Notes arrive in <code>order.text<\/code>.<\/strong> &#8220;No onions&#8221; and cooking preferences come there. Show that field on the kitchen screen.<\/li>\n\n\n<li><strong>Recalculate the price in your system.<\/strong> Use <code>product_retailer_id<\/code> to fetch the current price and delivery fee rules instead of relying only on the webhook value.<\/li>\n\n<\/ul>\n\n\n\n<p>Not every item fits a catalog: half-and-half pizzas or bowls with many add-ons usually need another interface. For those, an interactive list or a form built with <a href=\"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-flows-en\/\">WhatsApp Flows<\/a> handles add-on selection inside the chat.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Address and location<\/h2>\n\n\n\n<p>For the address, a <code>location_request_message<\/code> shows a send-location button. The reply arrives in the webhook with latitude, longitude and, when available, an address (<a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/messages\/location-request-messages\" target=\"_blank\" rel=\"noreferrer noopener\">documentation<\/a>):<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code class=\"language-json\">{\n  \"messaging_product\": \"whatsapp\",\n  \"to\": \"5584999999999\",\n  \"type\": \"interactive\",\n  \"interactive\": {\n    \"type\": \"location_request_message\",\n    \"body\": { \"text\": \"To calculate the delivery fee, share your location or type the address with number and apartment.\" },\n    \"action\": { \"name\": \"send_location\" }\n  }\n}<\/code><\/pre>\n\n\n\n<p>Always ask for the apartment or unit by text. Phone location does not always point to the right building or floor.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Paying with Pix in the chat<\/h2>\n\n\n\n<p>In Brazil, Meta offers the Orders API: you send an <code>order_details<\/code> message with items, total and a dynamic Pix code generated by your bank or payment service provider (PSP). The customer copies the code and pays in the bank app (<a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/payments\/payments-br\/offsite-pix\" target=\"_blank\" rel=\"noreferrer noopener\">dynamic Pix<\/a>). Amounts are integers with <code>offset<\/code> 100: R$ 73.90 becomes <code>7390<\/code>.<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code class=\"language-json\">{\n  \"messaging_product\": \"whatsapp\",\n  \"to\": \"5584999999999\",\n  \"type\": \"interactive\",\n  \"interactive\": {\n    \"type\": \"order_details\",\n    \"body\": { \"text\": \"Order #2231: 1 margherita pizza and 2 sodas. Estimated delivery in 45 minutes.\" },\n    \"action\": {\n      \"name\": \"review_and_pay\",\n      \"parameters\": {\n        \"reference_id\": \"order-2231\",\n        \"type\": \"physical-goods\",\n        \"payment_type\": \"br\",\n        \"payment_settings\": [\n          { \"type\": \"pix_dynamic_code\", \"pix_dynamic_code\": {\n            \"code\": \"PIX_COPY_PASTE_CODE\", \"merchant_name\": \"Example Pizzeria LTDA\",\n            \"key\": \"39580525000189\", \"key_type\": \"CNPJ\" } }\n        ],\n        \"currency\": \"BRL\",\n        \"total_amount\": { \"value\": 7390, \"offset\": 100 }\n      }\n    }\n  }\n}<\/code><\/pre>\n\n\n\n<p>The <code>reference_id<\/code> must be unique per order. WhatsApp does not reconcile payments: your PSP confirms the Pix, and your system notifies the customer with <code>order_status<\/code>. Payment on delivery (card machine or cash) is still possible; in that case, confirm the order by text. The <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/payments\/payments-br\/overview\" target=\"_blank\" rel=\"noreferrer noopener\">Brazil payments overview<\/a> also lists boleto and payment links.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Order status<\/h2>\n\n\n\n<p>After payment, the <code>order_status<\/code> message updates the order in the chat. Meta accepts the statuses <code>pending<\/code>, <code>processing<\/code>, <code>partially_shipped<\/code>, <code>shipped<\/code>, <code>completed<\/code> and <code>canceled<\/code>, and a <code>captured<\/code> payment shows the paid label (<a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/payments\/payments-br\/orders\" target=\"_blank\" rel=\"noreferrer noopener\">Orders API<\/a>):<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code class=\"language-json\">{\n  \"messaging_product\": \"whatsapp\",\n  \"to\": \"5584999999999\",\n  \"type\": \"interactive\",\n  \"interactive\": {\n    \"type\": \"order_status\",\n    \"body\": { \"text\": \"Payment confirmed! Your order #2231 is being prepared.\" },\n    \"action\": {\n      \"name\": \"review_order\",\n      \"parameters\": {\n        \"reference_id\": \"order-2231\",\n        \"order\": { \"status\": \"processing\" },\n        \"payment\": { \"status\": \"captured\", \"timestamp\": 1761400300 }\n      }\n    }\n  }\n}<\/code><\/pre>\n\n\n\n<p>A simple mapping for delivery:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Kitchen event<\/th><th>Order status<\/th><th>Suggested text<\/th><\/tr><\/thead><tbody><tr><td>Pix confirmed<\/td><td><code>processing<\/code><\/td><td>&#8220;Payment confirmed, order being prepared.&#8221;<\/td><\/tr><tr><td>Rider left<\/td><td><code>shipped<\/code><\/td><td>&#8220;Your order is out for delivery.&#8221;<\/td><\/tr><tr><td>Delivered<\/td><td><code>completed<\/code><\/td><td>&#8220;Order delivered. Enjoy your meal!&#8221;<\/td><\/tr><tr><td>Canceled before payment<\/td><td><code>canceled<\/code><\/td><td>Reason in up to 120 characters<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Cancellation fails if there is already a confirmed or pending payment for that <code>order_details<\/code>. In that case, handle the refund with the PSP and notify by text.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cost and category of each message<\/h2>\n\n\n\n<p>The order starts with a customer message, which opens the 24-hour window. Inside it, text, catalog, <code>order_details<\/code> and <code>order_status<\/code> are service messages. Since October 1, 2026, each number gets 1,000 free service messages per month, and Meta charges from the 1,001st. Utility templates sent inside the window are now charged as utility (<a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/pricing\" target=\"_blank\" rel=\"noreferrer noopener\">pricing page<\/a>). So for status updates inside the window, prefer free-form messages or <code>order_status<\/code> over templates.<\/p>\n\n\n\n<p>Outside the window, only templates:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Message<\/th><th>Category<\/th><th>Note<\/th><\/tr><\/thead><tbody><tr><td>Delay on yesterday&#8217;s order, refund processed<\/td><td>Utility<\/td><td>Order data, no offer<\/td><\/tr><tr><td>Survey about the delivered order<\/td><td>Utility<\/td><td>Must reference the order; a generic survey is not approved as utility<\/td><\/tr><tr><td>Weekly promo, coupon, &#8220;order again&#8221;<\/td><td>Marketing<\/td><td>Requires opt-in to offers<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Category rules are in the <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/templates\/template-categorization\" target=\"_blank\" rel=\"noreferrer noopener\">categorization guidelines<\/a>. Our article on <a href=\"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-free-utility-messages\/\">utility messages in the service window<\/a> explains the billing change.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Review after delivery<\/h2>\n\n\n\n<p>Meta accepts as utility a survey tied to a specific order, such as &#8220;We delivered your order {{1}}. If there was any issue, reach out below.&#8221; If delivery happened minutes ago, the window is still open and you can send quick-reply buttons without a template:<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code class=\"language-json\">{\n  \"messaging_product\": \"whatsapp\",\n  \"to\": \"5584999999999\",\n  \"type\": \"interactive\",\n  \"interactive\": {\n    \"type\": \"button\",\n    \"body\": { \"text\": \"How did order #2231 arrive?\" },\n    \"action\": { \"buttons\": [\n      { \"type\": \"reply\", \"reply\": { \"id\": \"rate_2231_good\", \"title\": \"Arrived great\" } },\n      { \"type\": \"reply\", \"reply\": { \"id\": \"rate_2231_issue\", \"title\": \"There was a problem\" } }\n    ] }\n  }\n}<\/code><\/pre>\n\n\n\n<p>If the customer taps &#8220;There was a problem&#8221;, hand the chat to a person. Our guide to <a href=\"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-nps-survey\/\">post-sale and NPS<\/a> goes further.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Operations at peak time<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>The kitchen does not read WhatsApp.<\/strong> Orders from the webhook should land in the same order system (KDS or printer) as other channels.<\/li>\n\n\n<li><strong>Several agents, one number.<\/strong> With the API, several people serve the same number through a support tool. See <a href=\"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-multi-agent-api\/\">multiple agents on one number<\/a>.<\/li>\n\n\n<li><strong>Opening hours.<\/strong> Outside opening hours, reply automatically with when the kitchen opens. See <a href=\"https:\/\/vectalk.com.br\/blog\/en\/whatsapp-api-welcome-away-message\/\">welcome, away and business hours messages<\/a>.<\/li>\n\n\n<li><strong>Queue the webhook.<\/strong> Return 200 immediately and process the order in a queue so you do not lose events at peak.<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">How to do it with Vectalk<\/h2>\n\n\n\n<p>Vectalk is a proxy for Meta&#8217;s official WhatsApp Cloud API: catalog, <code>product_list<\/code>, <code>order_details<\/code>, <code>order_status<\/code> and location requests use the same payloads as Meta, sent to <code>https:\/\/apis.vectalk.com.br\/api\/messages<\/code>. The documentation has examples of <a href=\"https:\/\/docs.vectalk.com.br\/api-reference\/messages\/send-product\">product and catalog messages<\/a> and <a href=\"https:\/\/docs.vectalk.com.br\/api-reference\/catalog\/update\">commerce settings<\/a>, which turn the cart on or off per number. With coexistence, the restaurant keeps its number on the WhatsApp Business app. Sign up at <a href=\"https:\/\/apps.vectalk.com.br\/register\">apps.vectalk.com.br\/register<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently asked questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Do I need a catalog to take orders on WhatsApp?<\/h3>\n\n\n\n<p>No. You can take orders by text or interactive lists. The catalog helps because the order arrives structured, with item code and quantity.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can customers pay with Pix without leaving WhatsApp?<\/h3>\n\n\n\n<p>They copy the Pix code in the chat and paste it into their bank app. Meta also describes a mode that opens the bank app directly, but as of this check it requires manual onboarding.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Is an &#8220;out for delivery&#8221; message charged?<\/h3>\n\n\n\n<p>If the 24-hour window is open, it is a service message: free up to 1,000 per number per month. If it is a template, it is charged as utility.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I send promotions to past customers?<\/h3>\n\n\n\n<p>Only with a marketing template and opt-in to offers. Placing an order is not the same as agreeing to promotions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Does it work with the number the restaurant already uses on its phone?<\/h3>\n\n\n\n<p>Yes, with coexistence: the number stays on the WhatsApp Business app and also works with the API.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Official sources consulted on October 25, 2026:<\/strong> <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/catalogs\/catalogs-overview\" target=\"_blank\" rel=\"noreferrer noopener\">Catalogs overview<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/catalogs\/multi-product-messages\" target=\"_blank\" rel=\"noreferrer noopener\">Multi-product messages<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/catalogs\/set-commerce-settings\" target=\"_blank\" rel=\"noreferrer noopener\">Commerce settings<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/webhooks\/reference\/messages\/order\" target=\"_blank\" rel=\"noreferrer noopener\">Order webhook<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/messages\/location-request-messages\" target=\"_blank\" rel=\"noreferrer noopener\">Location request messages<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/payments\/payments-br\/overview\" target=\"_blank\" rel=\"noreferrer noopener\">Payments in Brazil<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/payments\/payments-br\/orders\" target=\"_blank\" rel=\"noreferrer noopener\">Orders API<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/payments\/payments-br\/offsite-pix\" target=\"_blank\" rel=\"noreferrer noopener\">Dynamic Pix<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/templates\/template-categorization\" target=\"_blank\" rel=\"noreferrer noopener\">Template categorization<\/a>, <a href=\"https:\/\/developers.facebook.com\/documentation\/business-messaging\/whatsapp\/pricing\" target=\"_blank\" rel=\"noreferrer noopener\">Pricing<\/a>, <a href=\"https:\/\/docs.vectalk.com.br\/introduction\">Vectalk documentation<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How a restaurant takes orders and sends status updates on WhatsApp with the official API: menu catalog, cart, Pix payment, order status and reviews.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"class_list":["post-219","post","type-post","status-publish","format-standard","hentry","category-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>WhatsApp food delivery: orders and status | Vectalk<\/title>\n<meta name=\"description\" content=\"WhatsApp food delivery with the WhatsApp Business API: menu in the catalog, cart orders, Pix in the chat, order status and reviews, with payloads.\" \/>\n<meta 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