SHOPLINE has launched the "WhatsApp Billing Report and Details" feature to help you view WhatsApp detail charges and related information.
⚠️ Notes:
- Effective 1 July 2026, a new WhatsApp Business API Message Pricing will be implemented. For more details on pricing and rates, please refer to Pricing on the WhatsApp Business Platform.
- Charges are based on the USD pricing and converted to your store’s currency using the current exchange rate at the time of billing.
In this article, you'll find:
- WhatsApp messages pricing
- WhatsApp billing period
- View WhatsApp service charge
- Export WhatsApp report
- Permission settings
1. WhatsApp messages pricing
WhatsApp charges are based on the number of messages you send, with pricing varying depending on the message type, the recipient's country/region, and the time the message is sent.
i. Pricing rules
1. Different countries/regions: The same type of message sent to recipients in different countries or regions will be charged at different rates.
2. Different message types have different rates. Message types are categorized as follows:
- Marketing messages: Messages sent using a WhatsApp-approved marketing template.
- Utility messages: Messages sent outside the customer service window using a WhatsApp-approved utility template.
- Service messages: Messages sent within the customer service window, including freeform messages or utility templates.
3. Different message timings have different rates. Message timings are differentiated as follows:
- Within "Customer service window":
- Marketing messages are charged. Service messages are free of charge.
- Outside "Customer service window":
- All message types are charged based on standard rates.
- Within "Free conversation window":
- Messages sent during this window are free, regardless of message type.
What is the "Customer Service Window"?
Each time a customer sends you a message, a 24-hour service window will be initiated.
You can send any type of message within this window.
Outside the window, you can only send WhatsApp-approved message templates.
What is the "Free Conversation Window"?
When a customer starts a conversation via your "Click-to-WhatsApp" ad,
a 72-hour free conversation window will be initiated.
ii. Tiered pricing model
WhatsApp applies a tiered pricing model for "Customer Service Messages". The system calculates the total number of such messages you send each month and charges based on the applicable pricing tier.
*Example: Assume the following pricing: First 1–1,000 messages: $1 per message. 1,001–5,000 messages: $0.50 per message.
If you send 1,500 messages in a month, the charges would be calculated as follows:
- First 1,000 messages × $1 = $1,000
- Next 500 messages × $0.50 = $250
- Total: $1,250
iii. Billing record guidelines
WhatsApp billing records are based on the date the message is actually delivered to the customer, rather than the date the merchant sent the message.
If a merchant sends a message but the customer does not receive it immediately due to device or network issues, the message will only be counted as "delivered" once the customer reconnects and successfully receives it. The charge will be recorded and billed based on that specific delivery date.
Example:
- January 1: The merchant sends a WhatsApp message to a customer.
- January 1: The customer is unable to receive the message immediately (e.g., phone is powered off, SIM card is removed, or no internet connection).
- January 4: The customer reconnects and successfully receives the message.
- Billing: WhatsApp will record the charge under January 4 in the billing details.
2. WhatsApp billing period
| Time | Status / Action |
| 3rd of every month | You can download the WhatsApp bill details of the previous month in the Admin. |
| 16th of every month |
|
| 30th of every month |
If payment isn't made, the billing status will update to "Overdue". *Note: As February has fewer days, the billing updates scheduled on the 30th of every month will be extended to March 1st or March 2nd. |
3. View WhatsApp service charge
Click Hello, (your name) at the top right of the SHOPLINE Admin and select Service Charge & Payment.
Scroll down to the "Service Charge Bill" section to see the billing cycle, status, total amount, and payment due date. You can also settle the payment online.
Click View on the right of the bill to view the details.
In the "Billing Information" section, click Details to jump to the WhatsApp report. Please refer to the following part for more details.
4. Export WhatsApp report
Step 1
Besides clicking the Details button, you can also go to [Report & Analytics] > [Report Export] to enter the WhatsApp Report page.
Step 2
Click Export to get the report.
Step 3
Download the report from your email.
5. Permission settings
Go to [Settings] > [Permission & Security] in the Admin and click Edit next to the staff you want to edit the access permission.
Select the Admin Access Rights tab, scroll down the page to the "Report & Analytics" section, and check the box for "WhatsApp Report" to grant viewing permission to the staff member.
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