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Orders Troubleshooting Guide

This guide explains how Orders work in BusinessOnBot and how to troubleshoot common issues related to order visibility, payment status, discounts, and data sync.

Overview​

Orders placed via WhatsApp, Campaigns, or Website can be tracked and verified through the dashboard, transcripts, and message logs.

Video Tutorial​

Watch Training: Vimeo Tutorial

Common Issues & Solutions​

How to check orders placed via BusinessOnBot​

  • Steps: Navigate to Dashboard → Orders.
  • Filtering: Use the date, status, and channel filters to locate the order.
  • Note: Only orders placed specifically via bot or WhatsApp flows will appear in this section.

How to check if an order is Prepaid or COD​

  • Method A (Message Logs): Go to Order Confirmation Notification → Message Logs. Enter the Order or Customer Number and check the message status.
  • Method B (Transcripts): Open the specific customer chat in Transcripts and review the payment flow history manually.

Order data is not being fetched​

  • Verification: Ensure the orders were bot-generated (direct website orders are not fetched in the Orders dashboard).
  • Fix: Adjust the calendar date filter and recheck.
  • Escalation: If data is still missing after verification, raise a CRB with:
    • Brand name
    • Date range
    • Sample order numbers

Customer payment successful but order not created​

  • Check Backend: Verify if the order exists in the Shopify / Website backend.
  • Outcome - Order NOT created: Raise a CRB immediately.
  • Outcome - Order IS created: Check if the Order Confirmation Notification was sent.
  • Special Case: If Post-purchase recommendation is set to 0 hours, that message is sent instead of the order confirmation (applies to website-paid orders).

Order placed from WhatsApp but no payment received​

If the dashboard shows a confirmation but the client reports no payment:

  1. Open the customer Transcript.
  2. Find the checkout/payment link.
  3. Open the link to verify payment proof.
  4. Action: If payment proof exists, share the screenshot with the client. If not, raise a CRB.

Discount was not applied on an order​

  1. Open the customer Transcript.
  2. Open the payment link generated for that user.
  3. Verify the final amount paid.
  4. Action: If the discounted amount is visible, share the screenshot with the client. If the discount is missing, raise a CRB.
Best Practice

Always cross-check the Orders Dashboard, Transcripts, and Message Logs together before escalating any order-related issue to ensure full visibility.

Escalation Checklist

When raising a CRB for orders, you must include:

  • Brand Name
  • Order ID(s)
  • Customer Number
  • Payment Method (Prepaid / COD)
  • Date & Time of Order
  • Screenshots: (Shopify Backend / Payment Proof / Transcript history)

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