Every WhatsApp vendor knows the message. “Hi, where is my order?” It arrives at the worst time, and answering it means scrolling back through days of chats to remember what they bought, whether they paid, and whether you ever sent it out. Multiply that by fifty customers and it is a full-time job.
Whapick keeps an order of record for every purchase — one row per order, with its status, its payment, its timeline and, for automated fulfilment, the exact request that went to your provider. This guide shows you where to find it, what each status means, and how your customers can check their own orders without asking you at all.
Your Orders Page: Every Order in One Place
Open Orders from your sidebar. You get one row per order showing the customer, what they bought, the total, the order status, the payment status and the date. It is the single place to look when a customer asks about anything.
Across the top are status tabs, each with a count, so you can see at a glance how many orders are awaiting payment, processing, or already completed. Click a tab to filter the list — a quick way to find every order still waiting to be paid, or every one that failed. Click any order to open its full detail.
What Each Order Status Means
An order moves through a small, fixed set of statuses, and they tell you exactly what to do next:
- Awaiting payment — the order exists and the customer has been sent payment details, but the money has not landed yet.
- Paid — payment has been received and confirmed.
- Processing — the order is being fulfilled (for example, sent to a service provider to deliver data or airtime).
- Completed — the order is done.
- Failed — we tried to fulfil it and the provider (or the flow) could not complete it.
- Cancelled — the order was called off and nothing was attempted.
Failed and cancelled are deliberately kept apart. “Failed” means an attempt was made and did not succeed — useful when you are reconciling money or retrying with a provider. “Cancelled” means it never went anywhere. Merging them would hide whether anything was actually tried.
Opening an Order: The Full Detail
Click any order and you get its complete story. Alongside the items, amount and customer, you will find:
- The status history — a timeline of what happened, when, and what triggered it (the customer paid, the provider responded, an admin stepped in, and so on).
- The provider attempt — for automated fulfilment, the endpoint called, the provider used, and the network and plan references that were sent.
- Request sent and Provider response — the exact request that went out and the exact response that came back. When an order fails, this is where the real reason lives, rather than a vague “it didn’t work”.
No secrets are ever stored on an order, so this detail is safe to read and to act on. If a data order failed, you can see precisely which plan reference the provider rejected without going near a log file.
Letting Customers Check Their Own Orders
The fastest way to cut down on “where is my order?” messages is to let customers answer it themselves. In the chat, a customer can simply ask — “where is my order?” or “my orders” — and the assistant looks up their orders and replies with the status, what they bought and the amount, straight away.
Two things keep this safe. First, a customer only ever sees their own orders — matched to the phone number they are messaging from, and to your business only. Second, if they quote an order reference, that order is only shown when it belongs to their number; otherwise they get a polite “I couldn’t find that order”. No one can look up a stranger’s order by guessing.
If a customer has several orders, the assistant shows the newest few and offers a View More button to page through the rest — so a long history does not turn into a wall of text.
Changing a Status, and Refunds
You are never locked out of an order. From the order detail you can move it to a new status — mark something completed by hand, or cancel one that never should have gone through. Every change is recorded on the timeline, with who made it, so the history stays honest.
Refunding is treated as a money event, not a status change, and that is deliberate: a paid order can be refunded without moving its status (a delivered item the customer returned, for instance). If the order was paid from a customer’s store credit, refunding returns the money to that balance automatically. See how store credit works for the full picture.
Why an Order of Record Matters
The real value is not the list — it is not having to reconstruct anything. “I’ll check and get back to you” is where trust quietly leaks away. When a customer asks, you open one row and answer in seconds, with the status, the payment and the provider’s own response in front of you. That is the difference between running a shop and running a memory test.
New to the platform? Start with adding your products, then set up payments so your orders can pay themselves. Once those are in place, this page is where you watch it all work — and if you are not on Whapick yet, create your free account and your first order will land here.