Sometimes, a contact may complete an order but not proceed to the post-purchase automation. Understanding the reasons behind this can help you troubleshoot and ensure all contacts receive the intended follow-up messages.
Possible Reasons
Order Status
The order status might not be marked as “Complete.”
If the order is labeled as “Draft” or “Cancelled,” the contact will not enter the post-purchase automation.
Webhook Issues
BusinessChat relies on webhooks from your e-commerce platform to trigger post-purchase automations.
Some platforms, such as Zid or Salla, may not send updates for every order, causing some contacts to be missed.
Recommended Action
Verify the order status directly in your e-commerce platform.
Contact your e-commerce platform provider to ensure webhooks are correctly configured and updates for all orders are being sent.
💡 Tip
Regular monitoring of webhooks and order statuses helps ensure that all eligible contacts enter the post-purchase automation smoothly.