WhatsApp orders left unanswered
WhatsApp order enquiries pile up unanswered and customers buy from a competitor.
Ecommerce CRM for Marketplaces
Ecommerce CRM for Retailers, D2C & Wholesalers in India
A customer asks about an order on WhatsApp while your team is packing today's orders. A cart gets left at checkout, and no one follows up before the sale is gone. A reseller in another city still buys off a price list no one has updated in a month. Right now that runs across chat threads and guesswork, and a customer who would have come back to order again just buys from another brand. CIPHER CRM puts every enquiry, order, return and reseller account on one screen, made for how an Indian D2C brand actually runs.
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Trusted by 192+ Ecommerce & Retail businesses across India
Keep orders, resellers and repeat customers together in one place
Retail moves fast. Orders come from WhatsApp, the website and marketplaces, a cart gets left half-way, and a reseller wants stock on credit. When that is spread across apps and spreadsheets, the waiting enquiry goes to a competitor and nobody asks for the repeat sale.
CIPHER CRM for ecommerce and retail logs enquiries, orders, resellers and customer history in one place. Your team sees which order needs a reply and who is ready to buy again, and raises bills with GST on each line from the same screen. See the version built for D2C brands, stores and distributors.
Trusted across India.192+ ecommerce & retail businesses served across India
CIPHER CRM is an Ecommerce & Retail CRM edition by CIPHER Craft Pvt. Ltd., founded in 2018 in India.
It manages order enquiries, follow-up tracking, B2B reseller pipelines with deal values, customer groups, a price list with saved rates, estimates, invoices with GST on each line, and payment tracking with automatic receipts for D2C brands, retailers and distributors. It works in the browser on any device and keeps working offline. It is used by 192+ businesses across India with a 4.8 out of 5 rating.
- 4.8/5
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192+ businesses -
Trusted since 2018 -
India-first -
Works offline
Do these everyday store and online shop problems sound familiar?
If two or three of these sting a little, the problem is not your team. Order enquiries, carts, reseller accounts and dues are spread across WhatsApp, calls and Excel, with no one place to run the business from.
See how CIPHER CRM solves this
Abandoned carts never chased
Abandoned cart leads never get a follow-up because no one owns the task.
Resellers in scattered sheets
B2B resellers and distributors are managed in scattered spreadsheets with no single view.
Repeat buyers never called
Repeat buyers are never called back because nobody knows who bought what, or when.
Dues slip at month-end
Invoices and payment dues are tracked by hand and slip through at month-end.
Owner rings around for status
Owners have to ring around to find out which orders are open and which bills are still unpaid.
The difference From scattered to sorted
What changes the day your retail or ecommerce team moves onto CIPHER CRM.
Make the switch - Book a Free Demo 
WhatsApp enquiries missed because the phone was busy or offline
Every WhatsApp order logged as a lead in seconds, assigned and given a follow-up date
Abandoned cart leads forgotten with no structured follow-up
A reminder nudges the right person to call the buyer back, and the outcome is logged
B2B resellers and distributors managed in separate Excel sheets
A single B2B account view with order history, dues, and next action
Repeat-purchase offers blasted to the entire list and mostly ignored
Buyers sorted into groups and tags, so your team calls the right people first
Owners wait for month-end to know which bills are still unpaid
Every invoice shows Unpaid, Partially paid or Paid, with a live Overdue flag
Why CIPHER CRM
The CRM that keeps your retail and ecommerce sales in one place
CIPHER CRM puts every lead from your online enquiry form on one pipeline the moment it lands, and your team adds WhatsApp, marketplace and walk-in enquiries beside them in seconds. You stop juggling tabs and spreadsheets, and every enquiry has an owner and a next step.
Built for Indian D2C brands, multi-brand retailers, B2B distributors and marketplace sellers, it keeps each buyer's history on one record, turns a quote into an invoice in a click, and records every UPI, cash or bank payment with a receipt. Reminders tell your staff who to call back and when.
192+ ecommerce & retail businesses served across India
CIPHER CRM is an Ecommerce & Retail CRM edition by CIPHER Craft Pvt. Ltd., founded in 2018 in India. It manages order enquiries, follow-up tracking, B2B reseller pipelines with deal values, customer groups, a price list with saved rates, estimates, invoices with GST on each line, and payment tracking with automatic receipts for D2C brands, retailers and distributors. It works in the browser on any device and keeps working offline. It is used by 192+ businesses across India with a 4.8 out of 5 rating.
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92 Features included - 192+ Businesses
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4.8★ Avg. rating
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4.8 What Ecommerce & Retail teams say about CIPHER CRM
Cafes and hotels fill the bulk order form on our website, and each enquiry lands in CIPHER CRM already assigned to one of us. A hotel asking for orthodox tea on a Friday will not wait till Monday.
Moromi Hazarika Chief Executive, ManagementGuwahati
Garages send back a wrong clutch plate or a bearing that did not fit more often than you would think. I raise a credit note in CIPHER against that bill and adjust it on the garage's next invoice, so the mechanic and I never argue over what went back.
Bhavesh Kotecha Accountant, BillingJamnagar
Wedding silk is never one person's choice. The bride, her mother and the father who pays are separate contacts on one record, so we know whom to phone.
Ancy Mathew Floor Manager, Bridal WearKochi
We put every kirana shop in a customer group by its beat, like the Monday beat past Khurda or the Thursday beat in town. Each salesman opens his own beat in CIPHER CRM on his phone in the morning and has his route's shops in front of him.
Prasanta Sahoo Area Manager, Field SalesBhubaneswar
One AC bill can carry the unit, a stabiliser, copper piping and the fitting charge. I pick each one from our item list with its GST already set.
P. Muthukumar Billing In-charge, AccountsMadurai
Our footwear regulars are tagged by the brand they like and their shoe size. When that brand's new stock lands, we filter by the tag and open a WhatsApp chat with each of them in one click, before the good sizes are gone.
Himanshu Negi Co-owner, ManagementDehradun
Capabilities
Everything an ecommerce and retail business needs to sell and retain
Ten ways CIPHER CRM helps Indian D2C brands, retailers, and distributors win more and keep more.
Talk to an Ecommerce & Retail CRM Expert 
Enquiry capture Retail enquiry capture that misses nothing
Put an online enquiry form on your store and every enquiry lands in the CRM with a source and an owner. WhatsApp, Instagram and marketplace chats go in beside them in a few seconds, so every possible order is seen and followed up.
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Website enquiry forms feed leads in on their own - Each form sets a default owner, status and source
- Add a WhatsApp or walk-in enquiry in seconds
Follow-up tracking Abandoned enquiry follow-up your team can see
When a buyer asks and then goes quiet, your team logs each call or chat on the lead with its outcome. The lead shows when they were last contacted, so nobody wonders whether the half-done order was chased.
- Log every call or chat with an outcome
- Last contacted shows on each lead
- Set your own follow-up statuses
Reseller pipeline B2B reseller and distributor pipeline management
Run every wholesale account, channel partner and FMCG distributor through your sales stages on a progress board, with the deal value on each card and a total for each stage. Add extra fields for credit limit or beat, and see what each reseller still owes on their invoices.
- Drag reseller deals across stages on a progress board
- Deal-value totals for every stage
- Extra fields for credit limit, beat or territory
Customer groups Repeat customers sorted so you know who to call
Put buyers into groups like regulars, wholesale or festive shoppers, and tag them by what they buy. Your team opens one group and works through it, instead of sending the same offer to everyone.
- Group customers any way your business works
- Tags for product line or buying season
- Filter and search by group or tag
Online order confirmation Every order logged, quoted and confirmed online
When an order lands on WhatsApp or Instagram, the rep logs it before the chat goes cold and sends an estimate as a link. The buyer opens it, downloads the PDF and accepts or declines online, and the chat notes stay on the customer record.
- Log a WhatsApp or Instagram order in a few seconds
- Send the estimate as a link, no login needed
- Buyer accepts or declines online
Invoicing Invoicing with GST on each line and clear payment status
Raise invoices in rupees with GST and any other tax on each line, and print the customer's tax number on the bill. Each invoice moves from Unpaid to Partially paid to Paid on its own as payments come in, with a live Overdue flag so nothing slips at month-end.
- Multiple taxes on each line, in INR
- Unpaid, Partially paid and Paid statuses
- Live Overdue flag on late invoices
Order checklists Packing checklists on every bulk order
Put a checklist on each big order: stock picked, packed, invoiced, handed to the courier. Assign items to teammates and see how many are done right on the row, without opening the record.
- Checklist items assigned to each teammate
- Live X of Y done on the row
- Drag items into the order you pack
Price list Price list with saved rates for faster quotes
Keep every product with its rate, unit and default taxes in one price list, sorted into item groups. Pick an item on an estimate or invoice and the details fill in, so your prices never have to be typed twice.
- Saved rate, unit and tax for each item
- Item groups for each product line
- Pick from the price list on any document
Payment tracking Payments recorded with a receipt every time
Record full or part payments by UPI, cash, card, cheque or bank transfer against any invoice. The balance updates at once, a PDF receipt is made for every payment, and the Payments ledger groups everything by month.
- Full or part payments on any invoice
- Automatic PDF receipt for each payment
- Payments ledger grouped by month
Offline mode Works on the shop floor, even on a weak signal
Store staff and field reps open CIPHER CRM in the browser on any phone, tablet or laptop. If the signal drops at the counter or in the market, it keeps working and updates itself the moment the connection is back.
- Runs in the browser on any device
- Keeps working when the signal drops
- Catches up on changes once back online
Features
A complete toolkit for retail and ecommerce sales and retention
Twenty capabilities that cover the full enquiry-to-repeat-purchase journey.
CIPHER CRM ecommerce & retail features and capabilities
Online enquiry forms
Enquiry forms on your website send every lead straight into the CRM.
Order logging
Log a WhatsApp or Instagram order in seconds and assign it to the right rep.
Follow-up tracking
Every call and chat logged with an outcome, so lost enquiries get chased.
Retail sales pipeline
Move buyers through enquiry, quote, order and repeat stages on a progress board.
B2B reseller management
Keep wholesale accounts, distributors and channel partners on their own pipeline.
Customer groups
Sort buyers into regulars, wholesale or festive groups and work each one.
Invoices with GST
Raise INR invoices with GST and other taxes on each line.
Payment receipts
A PDF receipt for every UPI, cash, card or bank payment you record.
Customer database
Buyer records with contacts, addresses, invoices and history in one place.
Estimates and quotes
Send a quote as a link and turn it into an invoice in one click.
Works offline
Keeps working on a weak shop-floor signal and updates itself when you are back online.
Price list
Save every item with its rate, unit and tax, sorted into item groups.
Follow-up reminders
A reminder nudges your team when a reorder call or reseller visit is due.
Tags and filters
Tag buyers by product or season and filter any list in a click.
One-click call and email
Call, WhatsApp or email a buyer straight from the lead or contact row.
Run several companies
Run another brand or storefront as a separate company with its own data, under one login.
Roles and access
Choose what each rep or store manager can see and do, by their job role.
Customer portal
Resellers sign in to see their invoices, balances and payment history.
Customer data security
HTTPS in transit, regular backups and protection from password guessing.
Onboarding & support
Free data migration, 1-3 day setup, and Hindi & English support team.
Watch
See CIPHER CRM for ecommerce & retail in action
A two-minute look at how D2C brands and retail teams log orders, follow up on lost enquiries, and grow repeat sales with CIPHER CRM.
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Compare CIPHER CRM vs spreadsheets vs a generic CRM
| Criteria | CIPHER CRM | Spreadsheet | Generic CRM |
|---|---|---|---|
 Lead capture | Online enquiry forms, built in | Copy-pasted by hand | Manual or paid add-on |
 Follow-ups | Reminders and follow-up tracking | Memory & sticky notes | Limited / extra cost |
 Conversation history | Logged on the customer record | Personal phones & chats | Varies |
 Quotations & invoicing | INR with GST on each line, built in | Word / Excel templates | Add-on or none |
 Ecommerce & Retail-specific workflow | Configured for ecommerce & retail | None | Generic template |
 Pricing model | Flat, unlimited users | Free but manual | Per-user fees |
 Weak signal | Keeps working offline, then syncs | No | Varies |
 India-based support | Hindi & English, included | None | Overseas / ticket-only |
Ecommerce & Retail CRM, answered
Common questions about CRM for Ecommerce & Retail
Question: 1
Does CIPHER CRM work for Ecommerce & Retail businesses?
Yes. CIPHER CRM is built for Ecommerce & Retail businesses in India and is used by 192+ companies across the country. It brings your enquiries, follow-ups, quotations, and payments into one place, with follow-up reminders and a CRM your team can open in the browser from anywhere.
Pipelines, fields, and lead sources are configured for how ecommerce & retail teams actually sell and serve customers - so you are not forced into a generic sales template.
Question: 2
How does a CRM help Ecommerce & Retail teams manage leads?
A CRM keeps every ecommerce & retail enquiry - from online enquiry forms, calls and walk-ins - in one list, gives each one an owner, and reminds them to follow up, so nothing slips through the cracks and owners see every lead's status update live as the team works.
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Online enquiry forms drop enquiries straight into your leads -
Give every lead one or more owners -
Set a reminder for each follow-up and get a nudge when it is due -
See each lead's status and source update live
Question: 3
Which CRM is best for Ecommerce & Retail in India?
For most Ecommerce & Retail businesses in India, CIPHER CRM is the strongest fit - it is India-first, ready for a weak signal, flat-priced with no per-user fees, and configured for ecommerce & retail workflows. Always compare options against your own requirements first.
CIPHER CRM: India-first, works on a weak signal, flat pricing, live in 1-3 days.
Question: 4
Can Ecommerce & Retail businesses use WhatsApp inside the CRM?
Not as a built-in chat today. Every lead and contact row has a one-click WhatsApp button that opens the chat, and ecommerce & retail teams log each conversation as a follow-up on the record, with a name and a date on the next step.
Every promise and reply stays on the customer's record, so the full history is there for whoever picks up the phone next. A WhatsApp-style messaging tab is in development.
Question: 5
How much does an Ecommerce & Retail CRM cost?
CIPHER CRM uses simple flat pricing with no per-user fees, so you can add your whole ecommerce & retail team without the bill climbing. Exact pricing depends on your team size and needs and is shared on a quick demo call - call +91 97122 00017.
Two plans - Flexi and Growth - both include unlimited staff and clients.
Question: 6
How do I get started with CIPHER CRM for Ecommerce & Retail?
Getting started takes 1-3 days. Book a free demo and our India-based team configures your pipeline, imports your existing leads and customers for free, and trains your staff - so you go live ready to sell.
No technical skills needed - setup and data migration are handled for you.
Success story
How an Ecommerce & Retail business grew with CIPHER CRM
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The client
A growing Ecommerce & Retail business in India, running on spreadsheets and WhatsApp across a small team.
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The challenge
Enquiries were scattered across phones and chats, follow-ups were missed, and the owner had no clear view of the pipeline, payments, or team performance.
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The solution
They moved to CIPHER CRM with free data migration - every enquiry in one list, follow-up reminders with a name and a date, branded quotations, and invoices that show what is paid and what is overdue.
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The result
Within weeks, follow-ups stopped slipping and the team responded noticeably faster - turning more of the same enquiries into paying customers.
Success stories Loved by Ecommerce & Retail businesses across India
Diwali hamper orders from IT companies all come in the same few weeks. Each order sits in its stage on our pipeline board, sample sent or hamper confirmed, and the stage totals show how much business is still open.
Aakriti Dhingra Group Head, Corporate SalesGurugram
Crockery shopkeepers in Dewas and Ujjain would call every week for a ledger copy. They see what is due on our portal now, and my phone rings less.
Mayank Porwal Office Manager, FinanceIndore
An elderly couple we deliver to want their medicines at their own house on some days and at their son's flat in Gomti Nagar on others. Both addresses are saved by name on their one record.
Faizan Siddiqui Store In-charge, OperationsLucknow
Schools and cricket academies want kit quotes before each season, and a printed one could lie on a principal's desk for weeks. I send the estimate as a link now. They accept or decline it on their phone.
Navtej Bhullar Key Accounts Manager, SalesJalandhar
We sell silver and kundan pieces over the counter in rupees, and to boutiques abroad in dollars or pounds. Each buyer's record has its own currency.
Garima Surana Owner, ManagementJaipur
When we do a whole flat, curtains, blinds and sofa covers all sit in one project on that customer's record. Measurement, cutting, stitching and fitting are tasks under it, each assigned to the person doing it, and I can see what is done without phoning the tailor.
Manasi Gokhale Coordinator, ProjectsPune
Besides marketplace orders, resellers buy our sarees in bulk, and every order got discussed in one crowded WhatsApp group. Now each invoice in CIPHER has its own chat.
Jignesh Vaghasiya Senior Executive, DispatchSurat
Apartment families call in their monthly grocery lists, so many people at our stores handle customer phone numbers and addresses. Delivery staff see only the tasks assigned to them, and the billing counter sees invoices. The full customer list stays with the owners and me.
Sravani Kolli General Manager, AdminVijayawada
Parents start calling our College Street shop the week the school session opens. We added fields for school, class and board to every enquiry, so whoever picks up the phone sees which book set to pack.
Paromita Dutta Store Manager, OperationsKolkata
One more thing
Did you know?
Most ecommerce & retail teams lose more deals to slow follow-up than to price. A CRM that reminds you to follow up, with a name and a date on every next step, often pays for itself before anything else.
Built secure and reliable for your retail business
Talk to an Ecommerce & Retail CRM Expert 
Locked in transit
Buyer profiles, order details and payment records travel over HTTPS between your team and CIPHER CRM.
Always on
Built for 99.9% uptime, so the CRM is there on a busy sale day.
Access by job role
Give store staff, managers, and B2B reps access only to what their role requires.
Regular backups
Your retail and customer data is backed up regularly so your business stays recoverable.
Buyer's guide
How to choose a CRM for your Ecommerce & Retail business
Evaluate any Ecommerce & Retail CRM against these criteria - CIPHER CRM is built to meet each one.
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India-first, not translated
Choose a CRM built for how Indian ecommerce & retail teams actually work - with rupee billing and GST on every line built in, not added on later.
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Flat, transparent pricing
Avoid per-user fees that punish you for growing. Flat pricing lets you add your whole team for one predictable cost.
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Fast onboarding & migration
Look for free data migration and go-live in days, not months, so you see value almost immediately.
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Ready for field teams
Your ecommerce & retail team works on the move, so make sure the CRM opens on any phone and keeps working when the signal drops, instead of losing what they typed.
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Built for ecommerce & retail workflows
Generic CRMs make you build everything from scratch. Pick one already configured for ecommerce & retail pipelines and stages.
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Local, India-based support
Choose a partner with India-based support in Hindi and English who understands your business and your timezone.
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Secure & compliant data handling
Confirm encryption in transit, access by job role, regular backups, and sensible data handling before trusting a CRM with customer data.
Book a demo to see how CIPHER CRM answers all 7.
Ecommerce & Retail CRM terms explained
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Pipeline
The stages a ecommerce & retail deal moves through - from new enquiry to quotation to won - so you always know where every opportunity stands.
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Lead source
Where a ecommerce & retail enquiry came from - an online enquiry form, a referral, a walk-in - so you can see which channels bring the leads worth chasing.
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Follow-up cadence
The planned schedule of calls, messages, and reminders that keeps every ecommerce & retail lead warm until they decide.
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Quotation
A priced offer sent to a customer; in CIPHER CRM it is built from your saved price list and tracked until the customer accepts or declines it.
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Customer 360
A single view of everything about a customer - enquiries, deals, quotes, payments, and conversations - in one place.
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Sales funnel
The journey from many enquiries at the top to fewer won customers at the bottom, showing where ecommerce & retail deals drop off.
Ecommerce & Retail CRM frequently asked questions
Still thinking it over? Ecommerce & Retail CRM - frequently asked questions
The things Indian business owners ask us most, answered straight.
What is the best CRM for retail shops in India?
For most retail shops and ecommerce brands in India, CIPHER CRM is a strong fit. It logs enquiries, keeps each buyer's history, and handles quotes, invoices and payments in one place. It runs in the browser on any device, is flat-priced and goes live in 1-3 days. It is used by 192+ businesses across India, rated 4.8/5. Compare it against your own workflow before deciding.
How do shops follow up with repeat buyers on WhatsApp?
CIPHER CRM keeps every customer and their purchase history in one place, so a shop can see who bought what and when. Your team sets a reminder to message a lapsed buyer before the festival rush, then opens a WhatsApp chat with one click from the contact row and logs how it went.
How much does a Retail & E-commerce CRM cost in India?
CIPHER CRM uses flat pricing with no per-user fees, so a retail or ecommerce business can add its whole team for one predictable cost. Every plan includes every feature, from invoicing to the customer portal. Exact pricing depends on your size and needs, so call +91 97122 00017 for a quote and a free demo.
Does Retail & E-commerce CRM work with WhatsApp?
Today your team can open a WhatsApp chat with one click from any lead or contact row, and log each conversation on the customer record in a few seconds. A WhatsApp-style messaging tab is in development. Reminders make sure no buyer reply is forgotten.
Is there a Retail & E-commerce CRM that puts GST on my bills?
Yes. Every CIPHER CRM plan includes invoicing in INR with GST and other taxes on each line and your customer's tax number printed on the bill, so a retail or ecommerce business can raise bills and record payments without a separate tool.
Which ecommerce and retail businesses in India use CIPHER CRM?
CIPHER CRM is used by 192+ ecommerce and retail businesses across India, including teams in Mumbai, Delhi, Bengaluru, Ahmedabad, Jaipur, Surat, and Chennai. It serves D2C brands, multi-brand retail stores, B2B wholesale distributors, marketplace sellers, jewellery retailers, FMCG distributors, and home-furnishing chains across the country.
How does CIPHER CRM help with orders that come in on WhatsApp?
When an order comes in on WhatsApp, the rep logs it into CIPHER CRM in a few seconds. The order gets an owner, an estimate can go to the buyer as a link they accept online, and the chat notes stay on the customer profile for next time.
Can CIPHER CRM recover abandoned cart or enquiry leads?
It helps your team chase them. When a buyer enquires but does not order, the lead stays on the pipeline with an owner, a reminder nudges that person to follow up, and each call or chat is logged with its outcome. You can see when every lead was last contacted.
Does CIPHER CRM support B2B wholesale and distributor management?
Yes. You can keep reseller accounts on their own pipeline with deal values, add extra fields such as credit limit, and see each account's invoices and what is still owed. Resellers can also sign in to a customer portal to view their invoices and payment history.
Can CIPHER CRM put GST on my invoices in INR?
Yes. You raise invoices in INR directly from CIPHER CRM, with GST and other taxes on each line and saved tax rates on the items in your price list. Each invoice shows Unpaid, Partially paid or Paid with a live Overdue flag, and a reminder tells your staff when to call about dues.
How long does it take to go live with CIPHER CRM for a retail business?
Most retail and ecommerce teams go live in one to three days. The process includes free data migration from your existing spreadsheets or CRM, pipeline setup for your specific retail or D2C workflow, and team onboarding in Hindi and English - all included at no extra cost.
Can I manage multiple retail stores or D2C storefronts in CIPHER CRM?
Yes. You can put each store in its own department and limit managers to their own work, or run a separate brand as its own company with its own data and team, under the same login. As owner you switch between companies in one click and see changes the moment staff make them.
How much does CIPHER CRM for ecommerce and retail cost?
CIPHER CRM uses flat pricing with no per-user fees, so adding your whole retail team does not increase the bill. Every plan includes every feature, and you choose to pay quarterly or yearly. Call +91 97122 00017 for a custom quote and a free demo tailored to your retail or D2C workflow.
Sub-Industries
Explore Ecommerce & Retail CRM by Sub-Industry
15 dedicated Ecommerce & Retail sub-vertical CRM pages - each with specific workflows and FAQs
Sub-Industries
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D2C Ecommerce Brands
crm for d2c ecommerce brands -
B2B Wholesale & Distribution
crm for b2b wholesale distribution -
Online Marketplace Sellers
crm for marketplace sellers -
Fashion & Apparel Retail
crm for fashion apparel retail -
Electronics & Appliance Retail
crm for electronics appliance retail -
FMCG Distributors & C&F Agents
ecommerce retail crm for fmcg distributors -
Grocery & Supermarket Chains
crm for grocery supermarkets -
Jewellery & Accessories Retail
crm for jewellery accessories -
Home Furnishing & Decor Retail
crm for home furnishing decor -
Pharmacy & Medical Retail
crm for pharmacy retail -
Sports & Outdoor Equipment Retail
crm for sports outdoor retail -
Books & Stationery Retail
crm for books stationery -
Auto Parts & Hardware Retail
crm for auto parts hardware -
Gift & Gifting Platform Companies
crm for gifting -
Offline Retail Stores (Multi-Brand)
crm for multi brand retail
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