HELP CENTRE
How can we help?
Quick answers below. Or reach the team directly.
Getting started
How do I begin?
Try the sandbox with a sample business, no signup needed. When you're ready, start the 30-day free trial with your own data. No card needed.
How long does setup take?
Most businesses are live within 48 hours. We connect your POS, import your history, set up your QR standee and walk your staff through it.
Your data and POS
Which POS systems work?
Yes. Shopify connects directly. With Petpooja, Restroworks, DotPe, GoFrugal, Vyapar or any other POS that can export a bill report, upload the report as CSV or Excel, or keep it in a Google Sheet that Reten reads. Your cashiers change nothing. Direct connections for more POS systems are on the way.
What data does Reten need?
A customer identifier (phone, email or ID) and visit dates. Bill amounts are optional; they add revenue figures to your insights.
Can I delete my data?
Yes. Email us and we delete your business data. The privacy policy explains what we keep and for how long.
WhatsApp messages
Which number sends the messages?
Reten’s verified business number by default, so you can start straight away. To use your own WhatsApp Business number, open Business settings › Connections › WhatsApp and press Continue with Facebook: Meta creates your own WhatsApp Business account and your number, and customers then see your business name in the chat. The mobile you signed up with is only for Reten’s alerts to you; customers never see it.
Why do message templates need approval?
WhatsApp only lets a business start a conversation with a message template Meta has approved (a reply within 24 hours of the customer writing to you needs none). On Reten’s number, Reten manages the templates for you. With your own number, Business settings › Connections › WhatsApp shows whether each of yours is approved or waiting for Meta.
Can I reply to customers?
Yes, from the Inbox. After a customer writes to you, WhatsApp keeps a 24-hour window open in which your reply goes as normal text. Once it closes, Meta requires an approved template, and Reten sends your reply inside one.
How do customers stop messages?
They reply STOP. Reten won’t message them again unless they reply START to opt back in.
Why does it say sending is paused?
Customer messages are paused until WhatsApp is fully connected. You can still write campaigns and save drafts, and every Send button shows the reason. Sending starts once WhatsApp is live.
Will customers get too many messages?
No. Reten caps how often any customer hears from you, honours opt-outs automatically, and holds back a small comparison group so you can see what actually worked.
Plans and billing
What does it cost?
Starter ₹999, Growth ₹1,499, Full Automation ₹2,449 a month, plus 18% GST, with outlets and WhatsApp messages included. The first 30 days are free with everything except AI.
Do prices include GST?
No. 18% GST is added at checkout (Starter is ₹1,178.82 with 18% GST a month), and each payment has an invoice in Business settings › Plan. Add your GSTIN there before paying to get a tax invoice.
Is there a setup fee?
A one-time ₹1,499 + 18% GST (₹1,768.82 in total) for installation (standee, POS hookup, history import and staff walkthrough). We invoice it when we set you up.
What happens when the trial ends?
Pick a plan and carry on. If you don’t, your dashboard and data stay, and sending pauses until you choose one.
Are WhatsApp messages included?
Yes, each plan includes WhatsApp messages every month: 650 on Starter, 1,000 on Growth and 1,650 on Full Automation (300 during the trial). Business settings › Plan shows how many are left, and you can add 1,000 more for ₹1,299 + GST; they don't expire at month end. On your own WhatsApp number, Meta bills your messages to you directly.
Is it priced per outlet?
Each plan includes outlets. Starter includes 1 outlet, Growth 3 and Full Automation 10; each extra outlet is ₹599 a month + GST.
Still stuck? Write to info@reten.in.