Customers Commented Correct Keyword but Did Not Get the Item
This issue can happen in two different situations:
- The order was not created at all.
2. The order was created, but the customer did not receive the Messenger notification
Please identify which scenario applies before troubleshooting.
Scenario A: Correct Keyword but Order Was NOT Created
If no order is created in the system, check the following:
1. Keyword Not Activated
Make sure the keyword is activated before customers start commenting.
If the keyword was inactive at the time of the first comment, the order will not be collected.
⚠️ Even if you activate the keyword shortly after, repeated comments within 5 minutes may not be collected (see buffer period below).
2. Zero Stock Left
Check the stock quantity assigned to the keyword.
If stock reaches zero:
- The system automatically stops collecting orders.
- Further comments will not create orders.
Make sure you allocate sufficient stock before selling.
3. Minimum / Maximum Quantity Restriction
Check the quantity restriction set for the keyword.
If you have defined:
- Minimum quantity
- Maximum quantity
And the customer comments outside the allowed range, the order will not be collected.
4. Customer Blacklisted
Check the Contact list.
If the customer is blacklisted, the system will not collect the order.
5. Last-Minute Stock Changes
If stock was adjusted during selling:
- When stock temporarily becomes zero,
- The system will stop collecting orders during that period.
Frequent stock editing during live selling may cause missed orders.
Always prepare stock allocation before going live.
6. 5-Minute Anti-Spam Buffer
Repeated comments within 5 minutes will not be collected.
This is a protection mechanism to prevent spam or duplicate orders.
Example Scenario 1
Customer comments A+1
Keyword was inactive at that moment.
Admin activates keyword 1 minute later.
Customer comments again immediately.
The second comment falls within the 5-minute buffer period → No order collected.
Example Scenario 2
Customer comments A+1
Then changes mind and comments A+1 again to adjust quantity.
The repeated comment within 5 minutes will not be collected.
Solution:
Allow the customer to remove the incorrect item from cart and comment again after 5 minutes.
Scenario B: Order Created but Customer Did NOT Receive Notification
If the order is created in Boxify but the customer did not receive the Messenger message, check the following:
1. Customer Privacy Settings
Some customers may have strict privacy settings.
This may prevent Messenger delivery.
2. Facebook Messenger Messaging Quota
Facebook applies a messaging quota to every Page.
The quota depends on:
- How many users initiate conversation within 24 hours
- Overall Page interaction quality
If quota is reached, message delivery may be limited.
This is a Facebook platform restriction.
How to Solve Notification Issues
If customer does not receive the order message:
Solution 1: Ask Customer to Type “cart”
Ask the customer to type Cart into your Page Messenger.
The system will resend the payment link / shopping cart.
Solution 2: Use Persistent Menu
Set up Persistent Menu in Messenger.
This allows customers to manually access:
- Payment link
- Shopping cart
Without waiting for auto message delivery.
Summary
If keyword is correct but order not collected:
✔ Check activation
✔ Check stock
✔ Check quantity restriction
✔ Check blacklist
✔ Consider 5-minute buffer
If order created but no notification:
✔ Check customer privacy
✔ Check Messenger quota
✔ Ask customer to type “cart”