WhatsApp Billing Report and Details

SHOPLINE has launched the "WhatsApp Billing Report and Details" feature to help you view detailed WhatsApp charges and related information.

In this article, you'll find:

• WhatsApp message pricing
• WhatsApp billing period
• View the WhatsApp bill
• Export WhatsApp report
• Permission settings

1. WhatsApp message pricing

WhatsApp charges merchants based on the number of messages actually delivered to customers. The cost of each message may vary depending on the following factors:

• The country/region of the recipient's WhatsApp phone number
• The message type
• Whether the message is sent within the customer service window or the free entry point window
• The message volume tier that applies for the month

i. Message types

A. Template messages

Template messages must be approved by WhatsApp in advance and can be sent both within and outside the customer service window. They are categorized by content as follows:

• Marketing messages: Used for product promotions, special offers, cart reminders, and other marketing purposes.
• Utility messages: Used for notifications related to an existing transaction, such as order confirmations, payment status, shipping progress, and after-sales service.

B. Non-template messages

• Service messages: Non-template messages that the merchant sends within the 24-hour customer service window, such as text, images, or other general messages.

ii. Customer service window

Each time a customer sends you a message, the system opens or restarts a 24-hour "customer service window".

• Within the customer service window, you can send both template messages and non-template Service messages.
• Outside the customer service window, you can only send message templates approved by WhatsApp.
• Non-template Service messages cannot be sent outside the customer service window.

iii. Free entry point conversation

A free entry point conversation may be triggered when a customer sends you a WhatsApp message through either of the following:

• Click-to-WhatsApp ads
• The call-to-action button on a Facebook Page

You must reply within 24 hours of the customer's message. The system then opens a 72-hour "free entry point conversation," starting when you send your reply. Within this window:

• Marketing, Utility, and Service messages are all exempt from message delivery charges.
• If the 24-hour customer service window has already closed, you can only send message templates approved by WhatsApp.
• The 72-hour free entry point conversation is calculated separately from the 24-hour customer service window.

iv. How messages are charged

Once the new rules take effect on 1 October 2026, Marketing, Utility, and Service messages will all be charged based on the actual number of messages delivered.

Billing example:

A customer asks about the status of an order, which opens a 24-hour customer service window. You then send:

• One non-template text reply
• One non-template image
• One Utility message template for order confirmation

This results in three message charges in total:

• The non-template text incurs one Service message charge
• The image incurs one Service message charge
• The order confirmation template incurs one Utility message charge

*Notes:

• Each WhatsApp phone number includes a quota of 1,000 free service messages per month, which resets at the beginning of each month. Once this limit is exceeded, Meta will charge for all subsequent service messages delivered.
• Each message is charged only once, according to the category it belongs to. A single message will not incur two types of WhatsApp message charges.
• If a message qualifies for the "72-hour free entry point conversation", the free entry point rules take precedence.

v. Tiered pricing model

A. How charges are calculated

WhatsApp applies tiered rates to certain message types. The system totals the number of eligible paid messages each month, and once that volume reaches a given threshold, the messages are charged at a lower rate.

For the thresholds and the rate for each tier, please refer to the WhatsApp Business API pricing table. For more pricing rules and amounts, please refer to the official documentation.

B. Applicable messages

Once the new rules take effect on 1 October 2026, Service messages will be charged based on the actual number of messages delivered, with no volume-based tier discount. Rates vary by the country/region of the recipient's phone number and are the same as the Utility message rate in the same market.

vi. 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

3. View the WhatsApp bill

Step 1

Click Hello, (your name) at the top right of the SHOPLINE Admin and select Service Charge & Payment.

Step 2

In the "Service Charge Bill" section, you can view the WhatsApp billing cycle, billing status, total amount for the period, amount due, and payment due date. You can also settle the payment online.

Step 3

Click View on the right of the "Service Charge Bill" list to view the bill information.

On the billing information page, click Details to jump to the WhatsApp Report page. Please refer to Export WhatsApp report below for how to download the WhatsApp report.

4. Export WhatsApp report

Step 1

Besides clicking the Details button, you can also go to [Report & Analytics] > [Report Export] > [WhatsApp Report] to enter the WhatsApp Report page.

Step 2

Click Export on the right 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 member 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.

Read more

• Service Charge & Payment
• WhatsApp Business Account (WABA) Integration | Channel Integration

Last updated: 11 September 2026