The marketplace brings volume, but the customer belongs to the platform. An owned channel on WhatsApp, built without breaking the rules, makes the store less dependent.
In this article
The problem with selling only on the marketplace
Those who sell on Mercado Livre or Shopee have access to millions of buyers, but they don’t own any of them. The platform controls the conversation, the rules, and the visibility of the listing. A change in fees or algorithm can drop sales overnight.
That’s why sellers who grow securely build, alongside the marketplace, their own relationship channel. WhatsApp is the most natural for this in Brazil, as long as it’s used correctly and without breaking platform rules.
Respect marketplace rules
Marketplaces prohibit diverting buyers from a sale made there to close outside the platform, and violating this can cost your account. Customer service for those who bought on the marketplace happens on the marketplace. Your own WhatsApp channel is built with those who reach you through other paths.
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Where WhatsApp customers come from
- Store Instagram and TikTok: WhatsApp link in bio and posts.
- Own store: WhatsApp button on the site for those who want to ask questions before buying.
- Wholesale and resellers: retailers who want to buy in bulk prefer to negotiate directly.
- Click-to-WhatsApp ads: campaigns that open the chat directly.
Catalog and pricing in conversation
Have your catalog organized, with photos and prices, and ready messages for frequently asked questions: shipping time, sizes, exchanges, and payment methods. Those who already sell on the marketplace know exactly what these questions are.
Payment and shipping
Pix and payment links within the conversation close the sale without friction. After purchase, send the tracking code and notify when the order ships. This reduces “where is my order” questions that take up the team’s day.
Repeat purchases are where the profit is
On your own channel, the second order doesn’t pay commission to anyone. With customer permission, notify about restocks, launches, and offers for those who have already bought. Few messages, well spaced and relevant.
Organize the team
When conversations grow, one phone is not enough. A CRM with multiple people attending the same number, tags by customer type, and order history keeps service fast even during sales peaks.
The number that shows results
Track what portion of revenue comes from your own channel. When this share grows, the store becomes less dependent on the marketplace and more in control of its own customers.
Frequently asked questions
Can I message on WhatsApp a customer who bought on Mercado Livre?
Marketplaces prohibit diverting sales made on the platform to outside it, and this can cost your account. Customer service for those who bought there happens there. Your own WhatsApp channel is built with customers who come via Instagram, own store, wholesale, and ads.
The bottleneck is almost never the team. It’s the time until the first response.
VeyloCRM responds to leads instantly with your own language, organizes each conversation in the CRM, and keeps ready messages at the team’s fingertips — on WhatsApp, Instagram, and Messenger.