Why didn't my customer get a WhatsApp confirmation?

Open the order in question. Next to the order-status pill, there's a small WhatsApp status pill (only shown once a send has been attempted). Hover it — the tooltip gives the exact reason. The same detail is repeated in the order's contact-history list at the bottom of the card.

This store doesn't have an active WhatsApp connection yet. Check Integrations → WhatsApp — if it's not showing as connected, no confirmations will send for any order until it is.

The customer's phone number or email is marked do-not-contact in your Customers list. Ordexs deliberately skips every automated message — WhatsApp, SMS, email — to a blacklisted customer, so this is expected behavior, not a bug. Remove them from the do-not-contact list if this was set by mistake.

The message was attempted but WhatsApp rejected it. The most common reasons: the phone number isn't a real WhatsApp number, the store's WhatsApp connection has expired and needs reconnecting, or (rarely, right after a store first connects) the message template is still waiting on Meta's approval. The exact reason is always shown in the tooltip — it's written in plain language on purpose, so you don't need to guess.

Contact support with the order number and the exact reason shown in the tooltip — that detail is usually enough to diagnose it immediately.