Summary: What to check when a customer says they never got an order update, payment reminder, or statement.
Try it yourself: open the "Do" tab above for a click-through walkthrough of the real admin screen, showing how to find a notification template and read why it isn't sending.
| What the customer says | What's really going on |
|---|---|
| "No email about my order" | Check that channel is turned on for that event. Also check the customer's contact wasn't excluded — a notification can be scoped to only the primary contact, only others, or a role. |
| "Got it at one email, not the other" | Templates can target a customer's first email, second, or both — check which. |
| "Got the order update but not the price-approval one" | Separate message tied to a specific approval flow (price, credit, purchase limit) — only fires if that flow is turned on. |
| "WhatsApp message never arrived" | New or edited WhatsApp templates need Meta approval first. Pending = silently blocked. |
| "No payment reminder / statement" | These have conditions (e.g. "overdue by X days"). No match yet = nothing sends. Expected, not a bug. |
| "Reminder had wrong numbers" | Reminders reflect account data at send time — later changes won't update an email already sent. |
| "Asked for a resend, nothing happened" | Only the "Message" type (WhatsApp/LINE) supports manual "Send Now." Others run on schedule only. |
WhatsApp issue? Check the template's approval status first. "Pending" silently blocks every send — no error shown to the customer.