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Order notifications keep customers informed on WhatsApp after they place an order. Clear updates reduce “Where is my order?” enquiries and help customers act when payment is still required.

Notifications Customers May Receive

  • Order placed — confirms the order reference and total.
  • Payment required — includes a secure payment link for eligible online-payment orders.
  • Processing or confirmed — tells the customer the order is being prepared.
  • Shipped — confirms the order is on its way.
  • Delivered — confirms fulfilment is complete.
  • Cancelled or refunded — explains that the order will not continue in its previous state.

Automatic status updates require order processing to be enabled and an eligible WhatsApp-source order with a linked visitor. The current listener selects a WhatsApp account from the company, so test the actual sender when the company has multiple numbers. Keep the recipient information accurate.

Send Useful Updates

  1. Open the order in your workspace.
  2. Confirm the customer and order details.
  3. Change the status only when the real fulfilment stage has changed.
  4. Add any required internal fulfilment note separately from customer-facing text.
  5. Confirm the customer received the expected update when testing your shop.

The Orders page also provides Send WhatsApp Update where available. Enter a custom customer message or leave it empty for the default status update. Changing a status to refunded does not execute a payment refund.

Best Practices

  • Update statuses promptly and in the correct order.
  • Use store wording that is short, reassuring, and specific.
  • Do not mark an order as shipped before it has been handed over for delivery.
  • Contact the customer directly when a delay needs more explanation than a status update can provide.
  • Never include private team notes, access credentials, or unnecessary personal information in notification wording.

Troubleshooting

If an expected notification is missing, confirm the shop is enabled, the order came through the connected WhatsApp account, the customer number is correct, and the status actually changed. If it remains missing, contact support with the order reference and approximate time.

Keywords

order notifications, WhatsApp order update, order confirmed, shipped, delivered, payment link