Customer notifications
What the customer is told, when, and why a skipped stage never produces a message about it.
Customers are told when something real happens to their order. This page lists what is sent, when, and the rules that keep it from becoming noise.
What is sent
| Event | Message |
|---|---|
| Order confirmed | Payment instructions, amount, reference, deadline |
| Payment deadline approaching | A reminder with the amount and deadline |
| Deadline passed | The order has expired |
| Payment approved | Confirmation, plus the invoice PDF |
| Packing | The order is being packed |
| Out for delivery | The order is on its way |
| Delivered | The order has been delivered |
| Receipt rejected | A new receipt is needed |
One message per real change
A stage that was skipped produces no message about that stage. An order that goes from paid straight to delivered gets one "delivered" message.
Repeating an action produces nothing. Sending PACK FB-1204 twice does not
send the customer two identical messages.
Quiet hours
Anything sent on a schedule rather than as a reply — reminders, expiry notices, your daily summary — only goes out inside your shop's send window. By default 9am to 9pm, in the shop's own time zone.
Outside the window nothing is sent and the next sweep tries again. The underlying state change is never delayed by this; only the message is.
Because a single sweep can cover shops in different countries, the window is checked per shop rather than once for the whole batch.
Templates and the 24-hour window
WhatsApp allows free-form messages only within 24 hours of the customer's last message. Outside that, an approved template is required.
The window is checked against our own message records before choosing how to send. This is worth stating because the obvious alternative does not work: WhatsApp accepts a free-form send outside the window without complaint and then does not deliver it. Trying free-form first and falling back on failure means the fallback never fires and the message is silently lost.
Failed sends are visible
A message WhatsApp rejects is recorded with no delivery id, you are alerted, and the conversation view marks it clearly as not delivered.
Showing what the shop tried to say is useful. Presenting it as delivered would be a lie, and it is the kind of lie that surfaces as "but I told them" in a dispute.
Opt-out
A customer can send STOP at any time and receives nothing further. START
reinstates.
While opted out:
- No messages are sent. Not even an explanation, which would itself be a message to someone who asked for none.
- Their deliberate actions still reach you. If they tap Confirm or send a receipt while opted out, you get an alert — because otherwise the order would sit untouched and expire with nobody aware it had been acted on.
- A tap is never treated as re-consent. Only an explicit
STARTdoes that.