Customers Commented Correct Keyword but No Order Was Created

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This guide helps you find out why a customer’s correct keyword comment did not result in the order you expected. Identify which situation applies before troubleshooting:

• Scenario A: No order was created. See below.
• Scenario B: The order was created, but the customer did not receive the cart or notification. See Scenario B.
• Scenario C: Orders were captured in a different order from what you saw on screen. See Scenario C.

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

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

Check the stock quantity assigned to the keyword. Allocate sufficient stock before your live session starts.

Caution

When stock reaches zero, the system stops collecting orders automatically.

If the keyword has Allow Backorder turned on, and Enable Waitlists is turned on in Settings › General › Parameters, customers who comment on Facebook after stock runs out join the waitlist instead of being turned away. Instagram comments are not added to waitlists. Look for them in the waitlist, not in the order list. From there you can convert the entry into an order directly, or send it as a message so the customer can place the order. See Adding Keywords and Waitlists.

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. Boxify adds up that customer’s comments for the keyword within the time window set by Keywords max quantity limitation (seconds) in Settings › General › Parameters. An order is rejected if the running total would go above the maximum.

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

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. Same keyword and quantity again within five minutes

Caution

Within five minutes of a customer’s comment, Boxify ignores a second comment from the same customer if its text is identical (dropped by Boxify’s queue) or if it has the same keyword and quantity. An identical comment is dropped even if the first comment created no order; the keyword-and-quantity check only counts a first comment that Boxify processed. The repeat is dropped to protect against duplicate orders.

The keyword-and-quantity check ignores the exact text, so a01+1, A01 +1 or A01+1 pls after A01+1 is also dropped. A comment with a different quantity, such as A01+2 after A01+1, is processed right away.

Example 1: A customer comments A01+1 while the keyword is inactive. You activate the keyword one minute later. The customer comments A01+1 again straight away. The second comment is identical to the first and within five minutes of it, so Boxify’s queue drops it as a duplicate, even though the first comment never created an order.

Example 2: A customer comments A01+1, then wants 2 units in total and comments A01+1 again within five minutes. The second comment is not collected.

Solution: Ask the customer to comment again after five minutes have passed, or to comment a different quantity (for example A01+2), which is processed immediately. Each processed comment adds to the order, so A01+1 followed by A01+2 gives 3 units. To remove a wrong item, have the customer cancel it from their cart or cancel it in the admin.

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, the cause is almost always a Facebook messaging rule: the customer’s privacy settings, Facebook’s messaging quota, or a closed 24-hour window. See Customer did not get an order or shipping notification for the fixes, such as asking the customer to type cart and setting up a persistent menu.

Scenario C: Orders captured in a different order than on screen

Boxify processes orders based on the time Facebook records each comment, not the order you see on screen during a live. These two can be different.

Example

You see this order on your screen during the live:

1. Wu Pei Li
2. Lily Tai
3. Liu Peiling

But the timestamps Facebook recorded are:

{
"Created_time": "2020-05-01T12:27:39+0000",
"Name": "Lily Tai"
},
{
"Created_time": "2020-05-01T12:27:42+0000",
"Name": "Liu Peiling"
},
{
"Created_time": "2020-05-01T12:27:45+0000",
"Name": "Wu Pei Li"
}

So the actual order recorded by Facebook is:

1. Lily Tai
2. Liu Peiling
3. Wu Pei Li

Why does this happen?

When a customer posts a comment, it travels through multiple systems before reaching Facebook’s database:

Customer’s device → Internet Service Provider → Internet routers → Facebook spam filters → Facebook database

Each step takes a slightly different amount of time. Internet routers do not guarantee delivery order. Some connections are faster, some slower, and this varies by location. The comment that appears first on your screen may have arrived at Facebook’s database after another comment.

What this means for Boxify

Boxify can only process orders in the order Facebook’s database receives them. The on-screen display during a live is not a reliable record of who commented first.

Note

This behavior is controlled by Facebook and is outside Boxify’s control.

See also:

• Troubleshooting FB Messaging
• Set up Auto reply in the messenger
• Sell on Facebook
• Adding Keywords