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Post-Purchase WhatsApp Sequences

For direct-to-consumer (D2C) brands, customer acquisition costs are at an all-time high. The highest-margin revenue comes not from acquiring new customers, but from delighting existing buyers throughout the post-purchase lifecycle. Galaxa Nova’s Post-Purchase Sequence Engine is an event-triggered, 4-stage WhatsApp state machine that runs entirely autonomously:

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The 4 Lifecycle Stages

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Stage 1: Order Confirmed (T+0)

Triggered immediately upon Shopify checkout completion.
  • Objective: Immediate reassurance and order confirmation.
  • Payload: Item breakdown, order number, estimated delivery date, and instant 1-click status lookup.
  • Benefits: Prevents anxious buyers from submitting duplicate inquiries or attempting order cancellations.

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Stage 2: Out for Delivery (Carrier Event Trigger)

Triggered by carrier tracking status webhooks (e.g. Bluedart, Delhivery, Shiprocket, or Shopify Fulfillment).
  • Objective: Ensure customer is available to receive the package, drastically reducing first-attempt delivery failures.
  • Payload: Courier name, tracking AWB number, and estimated arrival window.
  • Anti-RTO Impact: Reminds COD customers to keep exact cash or UPI ready, decreasing courier re-attempts by up to 28%.

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Stage 3: Onboarding & Care Guide (Delivery + 72h)

Triggered 72 hours after verified delivery.
  • Objective: Drive customer product adoption and satisfaction before buyer’s remorse can set in.
  • Payload: Product setup instructions, video unboxing links, care/cleaning recommendations, and warranty registration prompts.
  • Commerce Impact: Customers who successfully set up and use their purchase within 72 hours have a 3.4x higher likelihood of placing a second order within 90 days.

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Stage 4: Review & CSAT Rating (Delivery + 168h / 7 Days)

Triggered 7 days after verified delivery.
  • Objective: Measure customer satisfaction (CSAT) and harvest verified 5-star public product reviews.
  • Payload: Interactive 1-5 rating prompt directly in WhatsApp chat.

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Autonomous CSAT Sentiment Routing

Unlike legacy tools that dump customer ratings into a passive spreadsheet or require full-time human agents to man an inbox, Nova routes sentiment autonomously:
Zero Human Takeover Inbox Required: Nova resolves high-satisfaction loops automatically and connects at-risk customers directly with store owners via transparent escalation. No human agent seat fees or call-center shifts needed.

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State Machine Architecture & Reliability

The Sequence Engine (src/services/sequenceEngine.js) is designed for mission-critical reliability:
  1. State Persistence in Deno KV: Each order’s progression is recorded under atomic namespace keys:
  2. Periodic Cron Sweeper: The background sweeper (src/queue/cron.js via runSequenceSweeper) processes pending lifecycle stages in scheduled batches, calculating precise delay intervals:
    • Care Guide Delay: 72 hours (259,200,000 ms)
    • CSAT Review Delay: 168 hours (604,800,000 ms)
  3. Idempotency Guarantees: Stages cannot be double-sent. If a webhook fires repeatedly or a network timeout occurs, atomic transactional checks ensure messages are dispatched exactly once.
  4. Wholesale Meta Utility Pricing: Order confirmation and delivery tracking messages qualify for Meta’s lower-cost Utility template tier (~₹0.1150 in India), delivering massive savings compared to promotional marketing campaigns.