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1. Check that your WhatsApp or IVR credentials are correctly entered in Settings.
2. Verify the order has a phone number — Confirm It cannot contact a customer without one.
3. The cron job runs every minute — wait 1–2 minutes after the order is placed.
4. Check the Orders page; the confirmation status will show the reason (e.g. "WhatsApp failed") if an error occurred.
5. If the order's financial status is "paid" and you have Auto-confirm paid orders enabled in Settings, the order is automatically confirmed without sending a message.

Shopify fires multiple webhook events for each order — typically orders/create, orders/paid, and orders/updated. This is normal Shopify behaviour. Confirm It only sends a confirmation message for the initial orders/create event. The "Queued Webhooks" counter on the Dashboard shows only pending orders/create events, so it should show 1 per new order.

This can happen if your browser session has expired. Try uninstalling and reinstalling the app. If the issue persists, ensure your store has a valid HTTPS setup and that the app is installed on the correct store domain. Contact support if the problem continues.

Confirm It supports two WhatsApp providers:

• Meta WhatsApp Cloud API — The official Meta Business API. Requires a verified Meta Business account and an approved WhatsApp Business phone number. Best for businesses sending at volume. Messages sent as free-form text (no template required for order notifications).
• Green API — A third-party API for personal WhatsApp numbers. Easier to set up but uses a personal WhatsApp account connected via QR code. Suitable for smaller merchants.

Confirm It supports any IVR provider that accepts an HTTP POST request with the customer's phone number and order details and returns a callback to our webhook URL when the call is completed. You configure the IVR API URL and token in Settings. Popular compatible providers include custom Asterisk/FreeSWITCH setups and any REST-based IVR service.

Yes. In Settings → Billing & Limits, you can configure:

• Daily message limit — Maximum messages sent per day.
• Monthly message limit — Maximum messages sent per month.
• Monthly budget cap — Stop sending when estimated cost exceeds this amount.
• Cost per message — Used to calculate estimated monthly costs on the dashboard.

When you uninstall Confirm It, your Shopify access token is deactivated immediately. Shopify sends us an app/uninstalled webhook and, within 48 hours, a shop/redact GDPR webhook. Upon receiving the redact request, all your store's data — including orders, customers, and configuration — is permanently deleted from our database within 24 hours. See our Privacy Policy for full details.

Open the Orders page in the Confirm It dashboard and click the order number. On the order detail page, you can:

• Confirm manually — Mark the order as confirmed regardless of customer response.
• Resend WhatsApp — Send the confirmation message again.
• Call IVR — Trigger a new voice call to the customer.
• Cancel order — Cancel the order via the Shopify API.

Yes. Confirm It implements all three mandatory Shopify GDPR webhooks:

• customers/data_request — We log and acknowledge customer data requests.
• customers/redact — We anonymise customer personal data (name, phone, email) upon request.
• shop/redact — We permanently delete all shop data within 24 hours of receiving a shop redact request.

See our full Privacy Policy for details.