Orders
Your Shopify orders with the WhatsApp activity attached. This is where you find out whether a customer actually received their confirmation — and if not, why not.
Orders mirrors your Shopify orders and records every WhatsApp message sent about each one. Changing an order’s status here enrols the matching journey immediately rather than waiting for Shopify, and 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 does a backfill instead, which is what you want after first connecting, after a reconnect, or if you suspect webhooks were 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 enrols the journey for that stage straight away. A de-duplication guard means the later Shopify echo of the same change does not produce 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 attached to it — which template, when it sent, and its delivery state. This is the first place to look 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.
- Order status updates — Building the lifecycle journeys.
- Journeys reference — Triggers and filters.
- Plan limits — How orders are metered.
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.
Updated 2026-10-04