What do I do when a WhatsApp order has a wrong or missing item?
Updated 9 October 2026
Say sorry first, then fix it. Check what was ordered, then send the missing item or refund it. Keep the order record so you can see exactly what was asked for.
- Ask for a photo of what arrived, kindly, so you can see the problem.
- Check the order record for the items, add-ons and notes the customer chose.
- Offer a clear fix: send the item, or refund that item. Do it quickly.
- Label the chat so staff can see problem orders. The app allows up to 20 labels.
Check the exact order, not the chat
Menuthere keeps each order as a record with the exact items, add-ons and notes the customer chose, so you can check what was ordered instead of scrolling through chat.
Next questions
Sources (1)
- The WhatsApp Business app lets you create up to 20 labels, and up to 5, WhatsApp Help Center, read 30 September 2026