Temporary charge for CTWA conversations
In short, our system works on a prepaid basis and relies on WhatsApp's webhook information. This means that whenever a message starts a conversation on WhatsApp, you will be charged according to the pricing plan. If WhatsApp later informs us that the conversation is free, we immediately refund the charge.
For customers coming from CTWA ads, the process is similar:
The customer starts a conversation from their number, which opens a 72-hour window for free conversations. However, our system doesn't automatically know that the conversation is free.
When the business replies, we temporarily charge their wallet (at T+1) and check with WhatsApp to see if the conversation costs money.
If WhatsApp confirms the conversation is free, we refund the money to the wallet right away (at T+2). This means that the money will be temporarily held from T+1 to T+2.
Important points to note:
WhatsApp resets the free conversation window every 24 hours, so we need to check with WhatsApp every 24 hours, even for conversations started from CTWA ads.
Refunds are based on information from WhatsApp. Usually, this happens within seconds, but sometimes it can take up to 30 days. In such cases, we guarantee a refund within 30 days based on the information received.
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