Troubleshooting and FAQ
| Problem | What to do |
|---|---|
| Meta says the Callback URL couldn't be verified | In Settings → Messaging, the WhatsApp channel must be saved with Send WhatsApp messages on and the provider WhatsApp Cloud API (Meta). Type the Webhook verify token in Meta exactly as you saved it, and copy the URL from this store's channel page. |
| Customers' messages don't appear in the inbox | Check that WhatsApp Shop is on in Settings → Modules and that the connection card says Ready. If Last message from Meta says None yet, Meta isn't calling your store: subscribe the webhook to the messages field in your Meta app, and make sure the App secret is set (without it every incoming message is rejected). |
| The bot doesn't reply | Check Bot answers customers is on. Look at the chat's state in the inbox: in Human requested, Agent or Waiting for customer the bot stays quiet until you click Return to bot or a timer gives the chat back. If Send WhatsApp messages is off in Settings → Messaging, nothing can be sent at all. With the hard cap on and the monthly budget used up, the bot pauses its answers until next month (the chat says Budget reached — the bot is paused). |
| The 24-hour reply window is closed | The customer last wrote more than 24 hours ago. Send an approved Template, or wait until they write again. |
| The test message doesn't arrive | WhatsApp delivers it only to a number that wrote to your WhatsApp number in the last 24 hours. Send hi to your store's number from that phone, then try again. |
| A message stays Queued | It goes out as soon as the channel's send rate allows (Messages per second in Settings → Messaging). Check that Send WhatsApp messages is still on there. |
| A message stays Sent and never shows Delivered | Delivery reports aren't reaching your store. Check the webhook and the App secret, as for incoming messages. |
| Not delivered (error …) | Meta refused the message; the number is Meta's error code. A message refused before it left (an unsubscribed customer, a template that isn't approved) says why in the chat. |
| Your team gets WhatsApp messages are waiting to be processed | Incoming messages have waited more than a minute to be handled, so the bot and the inbox are behind. They are handled as soon as the backlog clears; nothing is lost. If it keeps happening, contact CartWhizz support. |
| Your team gets A WhatsApp message could not be processed | WhatsApp Shop gave up on one incoming message after repeated errors, so it may be missing from the inbox. Contact CartWhizz support with the event number from the notification. |
| A customer says the checkout link doesn't work | This link has expired: links work for Checkout link valid for (72 hours by default). Ask them to tap Checkout in the chat again, or send a new one with Cart link in the inbox. These items are no longer available: everything in the chat cart sold out or is no longer for sale. Sign in to continue: your store asks shoppers to sign in before using a cart. |
| The chat button doesn't show on the store | Check Show the chat button is on, a WhatsApp number for the button is saved and WhatsApp Shop is on. It never shows on checkout pages. |
| A product is missing from the chat | The chat lists only products a guest can buy now: active, and in stock or open to back-orders. Categories with nothing in stock are hidden. |
| The inbox says Files need the WhatsApp Cloud API (Meta) provider | Change the WhatsApp provider to WhatsApp Cloud API (Meta) in Settings → Messaging. |
Why does Metrics show fewer WhatsApp orders than I expected? An order counts as a WhatsApp order when it is placed from the cart a chat's checkout link opened. If the customer signs in on your store after opening the link and before ordering, that order may not be counted as a WhatsApp order.
Can I use Gupshup or Twilio? For order updates, yes, through WhatsApp Notifications. The bot and the inbox need the WhatsApp Cloud API (Meta).
Does WhatsApp Shop message customers on its own? No. It only answers customers who wrote to you. Order updates and offers are sent by WhatsApp Notifications and CRM campaigns, with the customer's consent.
A customer typed STOP. Can they still shop in the chat? Yes. They stop getting order updates and offers, but if they write to you again the bot and your team answer them. They can opt back in on your store under My account → Notification preferences → Text & WhatsApp.
Can I write the bot's messages in another language? Yes. The welcome, the menu labels, the not-understood, connecting, team busy, after-hours and unsubscribe messages are yours to write in any language. The bot's other replies are in English.
Are payments taken in WhatsApp? No. Checkout and payment always happen on your store's website, with your usual payment methods.