How do I follow up incomplete orders by phone or WhatsApp?

Open Incomplete orders, press Call or WhatsApp on a cart, talk to the customer, then save what happened with No answer, Call later or Not interested. If they say yes, press Confirm order instead.

Where to find it

Admin › Online store › Website orders › Incomplete orders

For the store owner and staff with the Website orders feature. A staff login that still has the older "worker" role sees only the carts given to them.

Step by step

1. Open the To call tab. These are the carts nobody has called yet.
2. Skip any cart marked Ordered later. That customer already ordered, so no call is needed.
3. Press Call to ring the number from your phone, or WhatsApp to open a chat with that number.
4. Type what the customer said in the box What did the customer say? (up to 255 characters). For example: "Wants size L, call after 7 pm".
5. Press the button that fits:
   • No answer – they did not pick up.
   • Call later – they asked you to call again.
   • Not interested – they do not want it. You are asked to confirm, because the cart then goes to the trash.
6. If they want the order, press Confirm order instead. See the related answer below.

How it works

• No answer and Call later move the cart to the Call again tab, so the next person on the team can try again.
• Each cart shows the result, who called, how long ago, and how many calls were made, plus the note in quotes.
• Not interested closes the cart: it goes to the trash and its goods go back to stock.

Good to know

• Notes are kept. If you press a result without typing a note, the earlier note stays.
• The reminder SMS stops once someone has saved a result on that cart, so the customer does not get an SMS after you have already called.
• Check the badge next to the phone number. It shows the customer's delivery record before you spend time on the call.

Common problems

• The WhatsApp button opens but the chat does not start. The number may not use WhatsApp. Use Call instead.
• You cannot see a cart your colleague mentioned. Your login may only show carts given to you. Ask the owner to check your job in Users & logins.

Related

• What are incomplete orders?
• How do I turn an incomplete order into a real order?
• How do I send a reminder SMS to shoppers who left the checkout?
• How do I give orders to a staff member?