Summary

If your Cash on Delivery (COD) confirmation messages are not being sent from the Wati Shopify App, this guide will help you troubleshoot and fix the issue. We'll walk you through the essential settings to check in your Shopify store to ensure everything is set up correctly for COD messaging.

Instructions

Steps to Troubleshoot COD Message Issues

Follow these steps to make sure your Shopify store is configured properly for sending Cash on Delivery messages through Wati.

1. Enable Cash on Delivery in Shopify

First, ensure that the Cash on Delivery payment option is active in your Shopify store.

How to enable COD:

In your Shopify admin, go to Settings.
Click Payments.
Scroll down to Manual payment methods.
Select Cash on Delivery and activate it.

Once enabled, customers should see the Cash on Delivery option on the checkout page.

2. Collect Customer Phone Numbers at Checkout

Wati sends COD confirmation messages via WhatsApp. To do this, your store must collect customers' phone numbers during checkout.

How to collect phone numbers:

In your Shopify admin, go to Settings.
Click Checkout.
Under Customer Information, ensure that the Shipping address phone number is set to Required.

This ensures you have the necessary contact information to send COD messages.

3. Use the Correct Image Format in Template Messages

If your COD template message includes a product image, make sure the image file is in a supported format. Unsupported image formats can prevent the message from being sent.

Supported image formats:

.jpeg
.jpg
.png

Ensure your product image follows one of these formats before adding it to your template message.

By following these steps, you should be able to identify and resolve why your Cash on Delivery messages aren't being sent from Wati.

Frequently Asked Questions (FAQs)

Cash on Delivery (COD) Setup in Shopify

1. How do I enable Cash on Delivery in my Shopify store?

→ Go to Settings in your Shopify admin, click Payments, then scroll down to Manual payment methods. Select Cash on Delivery and activate it. Once enabled, this option will appear on your store's checkout page.

2. Why is it important to enable COD in Shopify?

→ Enabling COD ensures that customers can choose the Cash on Delivery option during checkout, which is required for sending COD messages through Wati.

Collecting Customer Phone Numbers

3. Do I need to collect customers' phone numbers for COD messages to work?

→ Yes, Wati sends COD confirmation messages via WhatsApp. To send these messages, you must collect customers' phone numbers during checkout.

4. How can I make the phone number a required field during checkout?

→ In your Shopify admin, go to Settings, click Checkout, and under Customer Information, set Shipping address phone number to Required.

Template Message Image Requirements

5. What image formats are supported for product images in COD messages?

→ The supported image formats for product images in your COD template messages are:

.jpeg
.jpg
.png

6. What happens if I use an unsupported image format in my message template?

→ If your product image is not in one of the supported formats, your COD message may fail to send. Always use .jpeg, .jpg, or .png formats.

Troubleshooting COD Message Issues

7. What should I check first if my COD messages are not sending?

→ Check these 3 things in order:

Ensure COD is enabled in your Shopify store settings.
Verify that phone number collection is required at checkout.
Confirm that any product image used in your message template is in a supported format (.jpeg, .jpg, or .png).