Customers Commented Correct Keyword but No Order Was Created
This guide helps you find out why a customer’s correct keyword comment did not result in an order or a notification. There are two different situations — identify which one applies before troubleshooting.
Scenario A: Correct keyword but order was not created
Section titled “Scenario A: Correct keyword but order was not created”If no order appears in the system, check each of the following causes.
1. Keyword not activated
Section titled “1. Keyword not activated”Make sure the keyword was activated before customers started commenting. If the keyword was inactive when the first comment was made, no order is collected — even if you activate it shortly after.
2. Zero stock
Section titled “2. Zero stock”Check the stock quantity assigned to the keyword. Allocate sufficient stock before your live session starts.
3. Minimum or maximum quantity restriction
Section titled “3. Minimum or maximum quantity restriction”Check the quantity limits set for the keyword. If a customer comments with a quantity outside the allowed range, the order is not collected.
4. Customer is blacklisted
Section titled “4. Customer is blacklisted”Open the Contact list and check whether the customer is blacklisted. If they are, the system will not collect their order.
5. Stock changed during the live session
Section titled “5. Stock changed during the live session”If stock was adjusted during selling and dropped to zero even briefly, the system stops collecting orders during that period. Prepare your stock allocation before going live to avoid this.
6. Five-minute anti-spam buffer
Section titled “6. Five-minute anti-spam buffer”Example 1: A customer comments A+1 when the keyword is inactive. The admin activates the keyword one minute later. The customer comments again immediately. Because the second comment is within five minutes of the first, no order is collected.
Example 2: A customer comments A+1, then comments again to change the quantity. The second comment within five minutes is not collected.
Solution: Ask the customer to remove the incorrect item from their cart and comment again after five minutes have passed.
Scenario B: Order created but customer did not receive a notification
Section titled “Scenario B: Order created but customer did not receive a notification”If the order appears in Boxify but the customer did not receive a Messenger message, check the following.
1. Customer privacy settings
Section titled “1. Customer privacy settings”Some customers have strict Facebook privacy settings that prevent Messenger messages from being delivered.
2. Facebook Messenger messaging quota
Section titled “2. Facebook Messenger messaging quota”Facebook limits how many messages a Page can send, based on how many users interact with your Page inbox within 24 hours. If your Page reaches this quota, message delivery may be limited. This is a Facebook platform restriction.
How to fix notification delivery issues
Section titled “How to fix notification delivery issues”Solution 1: Ask the customer to type “cart”
Section titled “Solution 1: Ask the customer to type “cart””Ask the customer to send the word cart to your Page in Messenger. The system will resend the payment link and shopping cart.
Solution 2: Set up a persistent menu
Section titled “Solution 2: Set up a persistent menu”Set up a Persistent Menu in Messenger. This lets customers find their payment link and shopping cart on their own, without waiting for an automatic message.
See also: