- Start where your customers already are. For many Sri Lankan businesses that means WhatsApp, Facebook and Instagram first, then a website.
- A website gives you control, trust and Google visibility that social media alone cannot.
- Offer the payment methods customers expect: card through a local payment gateway, bank transfer and cash on delivery.
- Delivery, returns and fast replies matter as much as the website itself.
Selling online is no longer only for big brands. Sri Lankan customers now buy everything from clothes and cosmetics to hardware, groceries and furniture online, often after first discovering a business on Facebook, Instagram or TikTok. For a small business, selling online can mean reaching customers far beyond your street, and taking orders while the shop is closed.
This guide walks through the steps, from your first online sale to a proper e-commerce website.
Step 1: Decide what you will sell and to whom
Not every product sells equally well online. The best products to start with are those that:
- are easy to describe and photograph,
- can be delivered safely at a reasonable cost,
- have a price that leaves room for delivery and payment fees, and
- customers already search for or ask about.
Be clear about who you are selling to. A gift shop selling island-wide has different needs from a Kandy bakery taking local orders.
Step 2: Choose where to sell
| Channel | Good for | Watch out for |
|---|---|---|
| WhatsApp, Facebook and Instagram | Starting quickly, building relationships, local orders | Orders handled by hand, hard to scale, no Google visibility |
| Online marketplaces | Reaching existing shoppers without building a site | Commission, competing on price, limited control over branding |
| Your own e-commerce website | Trust, Google search, full control, repeat customers | Needs setup, upkeep and marketing to bring visitors |
Most successful small businesses use a combination: social media to be discovered, WhatsApp to answer questions, and a website where customers can browse, trust and buy.
Step 3: Build a website that sells
A good e-commerce website doesn’t need to be complex. It needs to be:
- Fast and mobile-first. Most Sri Lankan shoppers browse on their phones, often on mobile data.
- Clear. Good photos, honest descriptions, visible prices and delivery charges.
- Trustworthy. Real contact details, a WhatsApp button, reviews, and clear return and delivery policies.
- Easy to buy from. A short checkout, with a guest option, and the payment methods customers expect.
- Easy for you to manage. You should be able to add products and change prices yourself.
Platforms such as WooCommerce and Shopify work well for many businesses. Choose one that supports Sri Lankan payment gateways and can grow with you.
Step 4: Accept payments
Offer the methods your customers trust:
- Card payments through a Sri Lankan payment gateway such as PayHere or WEBXPAY, or a bank’s internet payment gateway.
- Bank transfer, with clear instructions and a quick way to send the receipt.
- Cash on delivery, which many first-time customers still prefer.
- LankaQR and payment links, useful for orders taken on WhatsApp.
Compare gateway fees, settlement times, setup requirements and which cards are supported. Some also offer instalment or buy-now-pay-later options, which can help with higher-value items.
Step 5: Sort out delivery
Delivery is where many online shops win or lose customers. Decide:
- Who delivers. A courier service for island-wide orders, your own rider for local deliveries, or both.
- What it costs. Show delivery charges before checkout. Surprise fees are a major reason people abandon orders.
- How long it takes. Be honest, and send updates by WhatsApp or SMS.
- How returns work. A clear, fair policy builds confidence.
Pack orders well and include a thank-you note with your WhatsApp number and a reason to order again.
Step 6: Get your first customers
- Tell your existing customers first, in the shop and on WhatsApp.
- Post your products on social media with links to the website, not only “DM for price”.
- Set up a Google Business Profile and link it to your site.
- Write helpful product pages and guides that answer what customers search for.
- Start small with paid ads once you know which products sell.
Step 7: Run it smoothly
As orders grow, manual work grows too. Connect your shop to a stock system so you don’t sell what you don’t have, and use WhatsApp automation for order confirmations and delivery updates. Track how many visitors become customers and which products sell, then improve one thing at a time.
Common mistakes to avoid
- Hiding prices behind “DM for price”. Many customers simply move on.
- Poor photos. Customers can’t touch the product, so photos have to do the work.
- Slow replies to questions before purchase.
- Building a website and waiting. A website needs promotion and regular updates to bring in sales.
Next steps
If you are just starting, begin with clear social media pages, the WhatsApp Business app and a simple payment method. When you are ready for a proper online shop, our website and e-commerce service can help you plan, build and grow it, whether you are in Colombo, Kandy or anywhere else in Sri Lanka.
Frequently asked questions
To accept card payments through a payment gateway, you will normally need a registered business and a business bank account. Requirements differ between providers, so check with the gateway you choose. Selling through social media with bank transfer or cash on delivery is possible before that, but registering early makes growth easier.
Options include local payment gateways such as PayHere and WEBXPAY, and the internet payment gateways offered by Sri Lankan banks. Fees, setup requirements and supported cards differ, so compare current terms before choosing.
For many products, yes. Cash on delivery remains popular in Sri Lanka and can increase orders, especially from first-time customers. The trade-off is a higher rate of refused deliveries, so confirm orders by phone or WhatsApp before dispatch and consider card or transfer-only for high-value items.
It depends on the number of products, payment and delivery integrations and how much design and content work is needed. A simple shop costs much less than a large catalogue with custom features. MVRK+ quotes clearly defined websites at a fixed price.