If a contact has completed an order but hasn't entered the post-purchase automation, it could be due to a few reasons:
Order Status: The order status might not be set to "complete." If the status is labelled as "draft" or "cancelled," the contact won't proceed to the post-purchase automation.
Webhook Issues: We might not have received the necessary webhook for the order from the ecommerce store. Particularly with platforms like Zid or Salla, they don't always send updates for every order. Some orders might be missed in the process. We recommend the customer to verify the status with their ecommerce platform to ensure that all updates are being sent.
To address this, we advise checking the order status directly and communicating with the ecommerce platform provider for any potential webhook disruptions.