Troubleshooting

The failures that actually happen, and what to do about each.

A customer says they got no reply#

Check the conversation view first. Open the customer in the dashboard and look at the message list. An outbound message marked not delivered means the bot composed a reply and WhatsApp refused to deliver it.

The usual causes:

• The number is not reachable on WhatsApp.
• The message needed a template and none applied — which happens outside the customer's 24-hour window.
• A platform restriction on the shop's number.

If there is no outbound row at all beside their message, the message was deliberately not answered. The most common reason is that it was an acknowledgement — "ok", "thanks" — which gets a read receipt and nothing else.

An order is stuck awaiting payment#

Either no receipt has arrived, or one arrived and is waiting for you.

Check Today's approval queue. If the receipt is there, decide on it. If not, EXTEND FB-1204 buys the customer more time, or CANCEL FB-1204 releases the stock.

A customer says they paid and nothing happened#

A text claim is not a receipt, and it deliberately does not raise an alert — otherwise every "paid bro" would page you. Ask them to send the receipt image.

If they insist they sent one, look at the customer's conversation for an image around that time. A receipt that matched no open order raises an orphan receipt alert rather than attaching to the wrong order — check your alerts.

A receipt was flagged and you think it is fine#

Approve it. Your decision is final on every plan, and the flag is information rather than a veto.

The reason shown is the first check that failed, in a fixed order. If it says "duplicate reference", that is worth a second look before approving — one transfer cannot legitimately settle two orders.

Stock counts look wrong#

Stock moves at exactly two moments: down on confirm, up on cancel or expiry. Nothing else touches it — not drafts, not invoices, not delivery.

So the audit is short: look at that product's confirmed orders and its cancelled and expired ones for the period. A count that is too low usually means orders were confirmed and then cancelled outside the system.

The bot keeps asking about a word customers use#

It is not in your catalogue as a name or an alias. Add it as an alias to the product it means.

On Pro and Business, catalogue intelligence lists every such word ranked by frequency, which is faster than guessing.

The bot answered "we are having a technical problem"#

The classifier could not be reached at all. This is deliberately different from "I did not understand" — nothing read the message.

It raises an alert. Reply to the customer yourself; it usually clears on its own within minutes.

The dashboard shows a database error#

Refresh. Idle database connections are recycled in bursts and one landing mid-request surfaces as an error page with a retry button. It is not data loss.

If it persists past a couple of minutes, contact us.

Your login link does not work#

Each link works once and expires after fifteen minutes. A link preview can consume one. Send LOGIN again for a fresh one.

Three per hour is the limit. If you have hit it, wait.

An invoice shows blank characters in a name#

Tamil and CJK scripts do not currently render in the invoice PDF. This is a known gap. The invoice is otherwise correct; contact us if you need it reissued with a transliterated name.

Something else#

Take a screenshot of the order screen and the conversation view and send it to us. Between the order's payment history and its message log, almost every question about "what happened here?" is answerable from those two screens.