Order Status Automation allows stores integrated with e-commerce platforms to keep customers informed about their order status effortlessly. Through automating order status updates, customers can receive real-time updates regarding new order creation details, shipping tracking, and delivery notifications.
Requirements to Activate Order Status Automation
Before running the Order Status Automation, you must:
Install the e-commerce application.
Set up a WhatsApp template compatible with automation use, specifically using "Order Status Update" notifications.
How to Activate Order Status Notification Automation
Important: You can notify your customers about their order statuses according to the following stages: when the order is New and Processing, Preparation stages, Shipping stages, when the order is Delivered, and Return or Cancellation statuses.
To activate Order Status Automation, follow these steps:
Click on the Automations icon and select the Order Status automation.
Click on the Trigger: Choose the order statuses you want to include in this automation by selecting all the statuses you need to notify your customers about, then click Save. If you want to change the message content based on the status, you must create a new campaign for each order status.
Add a Template Message: In the "Send Template Message" setting, you must choose a template of the type "Order Status Notification" that you previously created to send to customers when their order status changes. Click Save.
Click Turn On Automation.
Important Note: If you want to send an automated message to customers asking them to confirm the order when the selected payment method is "Cash on Delivery" (COD), you must create a "COD Confirmation" campaign. Order Status Automation and COD Confirmation Automation are two different workflows, and each performs a unique function.
Activating Order Status Automation to Send Product or Store Review Requests
While BusinessChat does not provide a dedicated automation for sending product or store review requests, it allows you to do so through Order Status Automation.
To activate a store or product review request via an Order Status Notification campaign, follow these steps:
Click the Automated Campaigns icon from the homepage and select Order Status Automation to add a new campaign.
Select the status Delivered.
Add a custom template message for the order review and click Save. The specific order link for each customer will be added automatically; you only need to customize the button text when creating the message template.
Click on Activate Automated Campaign.
The review request message will reach all customers when their order status changes to "Delivered".
Important Note: You cannot add a custom link (such as a Google Maps link) for the order or store review if you use Order Status Automation for this purpose, as this automation automatically adds the link specific to each customer's order.
Important Note: The review message from Order Status Automation sends immediately when the order status turns to "Delivered," which may mean the order is still in the shipping phase. To avoid sending a store review request before the order reaches the customer, use the Post-Purchase Re-targeting Automation.
Why Does an Error Appear for the Customer When Clicking the Order Link?
The order link in the Order Status Automation message is tied to the customer who owns the order. If they face an issue opening the link when clicking the button in the message, it most likely means they are trying to do so on a device where they are not logged into the store. This is a result of some recent changes on e-commerce platforms like Salla.
The Solution: Ask your customer to click the button in the message they received, then tap the three dots at the top of the browser page, and log in to their account on the store. After doing this, they will be able to open the link by clicking it a second time.
Order Status Automation Report and Statistics
After running the campaign, you can track its statistics as follows:
Started: We received a notification from the store regarding a customer order status that was defined in the campaign trigger.
Exited: Not available for this campaign because it is not a marketing campaign.
Purchased: Not available for this campaign because it is not a marketing campaign.
Completed: The customer completed the automation to the final stage.
Revenue: Not available for this campaign because it is not a marketing campaign.
Note: The campaign will send order status notifications only to numbers directly linked to the order. If the order is a gift for another person (not the person who completed the order), you will not be able to send order status notifications to the recipient.
Matching Order Statuses in Salla Platform with BusinessChat
The Salla platform supports the following features regarding order statuses:
The ability to change the status name to a more suitable name
The ability to add custom sub-statuses under a main status.
To set up order status notifications on BusinessChat, consider the following points:
BusinessChat supports original status names only. If you change the status name, this change will not reflect on BusinessChat; the original name will appear as shown in the table below, and the automation will work normally using the original name corresponding to your custom name.
If you create a custom sub-status under a main status, the associated messages will include the main status name only.
You will not be able to send more than one message to the same customer based on sub-statuses added on Salla, because BusinessChat sends the main status only and will have already sent the message upon receiving the first alert.
The following table shows how Salla statuses match BusinessChat statuses:
Salla Status (EN) | BusinessChat Status (EN) | Salla Status (AR) | BusinessChat Status (AR) |
payment pending | Payment Pending | بإنتظار الدفع | بإنتظار الدفع |
under review | Awaiting Review | بإنتظار المراجعة | بإنتظار المراجعة |
in progress | In Progress | قيد التنفيذ | قيد التنفيذ |
completed | Completed | تم التنفيذ | تم التنفيذ |
delivering | Out for Delivery | جاري التوصيل | جاري التوصيل |
delivered | Delivered | تم التوصيل | تم التوصيل |
shipped | Shipped | تم الشحن | تم الشحن |
canceled | Canceled | ملغي | ملغي |
restored | Restored | مسترجع | مسترجع |
restoring | Return In Progress | قيد الإسترجاع | قيد الإسترجاع |
Matching Order Statuses in Zid Platform with BusinessChat
The order status will trigger every time you update your order on Zid. The following table shows how Zid statuses match BusinessChat statuses. Since Zid allows only main statuses, these same statuses will reflect on BusinessChat.
Zid Status (EN) | BusinessChat Status (EN) | Zid Status (AR) | BusinessChat Status (AR) |
New | New | جديد | جديد |
preparing In Progress | Preparing | جاري التجهيز | جاري التجهيز |
delivery In Progress | In Delivery | جاري التوصيل | جاري التوصيل |
Completed | Completed | مكتمل | مكتمل |
Cancelled | Canceled | ملغي | ملغي |
Reversed | Reversed | مسترجع | مسترجع |
Processing Reverse | Processing Reverse | قيد الاسترجاع | قيد الاسترجاع |
Ready | Ready | جاهز | جاهز |
Matching Order Statuses in Shopify with BusinessChat
You do not need to worry about matching Shopify statuses with BusinessChat. The order status is sent once per order on Shopify as soon as the order tracking link becomes available in your store on Shopify, as there are no different order statuses on Shopify.