Reference
Orders
Your Shopify orders, with every WhatsApp message attached. Check here whether a customer got their confirmation, and if not, why.
Short answer
Orders mirrors your Shopify orders and logs every WhatsApp message sent for each one. Changing a status here starts the matching journey right away. Each order’s activity list shows what sent, what failed and why anything was skipped.
Syncing#
New orders arrive by Shopify webhook within seconds.
Sync runs a backfill instead. Use it:
- After you first connect Shopify.
- After a reconnect.
- When you suspect webhooks dropped while something was down.
A reconcile job also re-checks orders on a schedule and fires anything missed.
Changing status#
Changing status here does two things: it updates the order, and it starts the journey for that stage right away.
A de-duplication guard stops the later Shopify echo of the same change from sending a second message.
| Status you set | Journey trigger it fires |
|---|---|
| Shipped | Order shipped |
| Out for delivery | Order shipped |
| Delivered | Order delivered |
| Confirmed or paid | Nothing — the order-placed journey already ran |
| Cancelled | Nothing sends, and pending steps for that order are cancelled |
Per-order activity#
Open any order to see every message sent for it: the template, when it sent, and its delivery state.
Look here first when a customer says they got nothing.
| Reason | Fix |
|---|---|
| Template not approved | The template was pending or has been paused by Meta. Check Meta Manager. |
| No phone number | The order has no usable phone. Check your checkout is collecting one. |
| Filter mismatch | Trigger filters excluded this order — usually payment method or order total. |
| Already sent | De-duplication. The message went out on an earlier event for this order. |
| No published journey | Nothing is live for that trigger. Publish the journey. |
| Send cap reached | The plan’s cycle allowance is used up — see limits. |
Actions you can take#
- Tag an order, for your warehouse or for journey filters.
- Cancel an order, which also cancels its pending automation steps.
- Mark paid, for a COD order settled another way.
- Fulfil with tracking details, which fires the shipped journey.
- Open in Shopify to jump to the order in admin.
Frequently asked questions
- Why does an order say the WhatsApp message was skipped?
- The activity list names the reason. The usual causes are a template that is not approved at send time, an order with no phone number, trigger filters that excluded the order, or de-duplication because the message already went out on an earlier event.
- Does changing order status in TopEdge update Shopify?
- Delivered and out-for-delivery are pushed back to Shopify as carrier events, and fulfilling an order creates a real Shopify fulfilment. If Shopify rejects an event, TopEdge keeps your local status rather than failing the change.